Taxpayer is Unable to Sign

The taxpayer may reach out to the firm and state they are unable to sign their tax return. They may report that the page is not loading/freezing or that there is some other kind of error happening. In cases like this, we recommend the following:

• The taxpayer should use Google Chrome, Firefox, Safari, or Edge and make sure the browser is up to date.
• They should clear their cache and ensure they have a stable internet connection. See the Clearing Your Browser Cache article for more information. 
• If using a mobile device, they should ensure the link is opening in a web browser app and not inside of the email app. See the Client Experience: Returns on Mobile article for more information. 
• Ensure the taxpayer is clicking the final Continue button to submit the return. 

If these steps do not resolve the issue, you can attempt to recall and redeliver the return to see if that corrects the issue. Check out our article on Recalling a Return for additional information.

Use Report a Problem from the return or email our support desk at [e-mail] with a thorough explanation of the taxpayer experience if the above is not helpful.