Taxpayer Cannot Locate an Email from SafeSend

Occasionally, a taxpayer may be unable to find an access link or access code email delivered from SafeSend. The following steps may help the taxpayer resolve the issue:

Taxpayer Steps:

  • Check your junk/spam folder; the email may have been routed there.
  • Add noreply@safesendreturns.com as a trusted sender or contact to prevent the emails from being blocked or marked as spam.
  • Use the search feature in your email to look for an email from noreply@safesendreturns.com; be sure to search all folders.
  • If you use a firewall or other security program, make sure the email is not being quarantined by that program. 

Firm Steps:

  • Request that the taxpayer complete the above steps.
  • Check the Client Tracking to see if the email was bounced.
    • If so, use the Send Reminder button or Resend Access Link button to send a new email to the taxpayer.
    • If it is an access code email, the taxpayer will need to click the Request Access Code button again.
  • If this does not resolve the issue, you can call, chat, or email our support desk at support@safesend.com. 
    • If you provide the taxpayer's email address, we can check the email history for the last 7 days to determine if the email was dropped, blocked, marked as spam, or successfully delivered.

Related Articles 

Access Codes Explained 

Generate an Access Code for Taxpayers

 

 

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