Unlock an In-Use Extension

An extension becomes locked when a user opens an extension for processing or exits out of it without saving and closing. If another User in the firm tries to access the locked extension, they will get an Extension In-Use error message and cannot open it.

Locked extensions appear on the Locked Extensions page. All users can unlock an in-use extension, but this feature should only be used if:

• It is necessary for another user to access the extension immediately OR
• It is clear that the original user is not actively processing the extension.

If you are trying to unlock a taxpayer's extension that has already been delivered, please visit our article Unlock a Delivered Extension for assistance.

 Important

Do not unlock an extension that is being actively processed by another user. This creates a condition for two users to be editing an extension at the same time. In this instance, the last user to save and close will overwrite the other user's changes.

If one of the users delivers the extension to a taxpayer, SafeSend will prevent the other active user from delivering the extension again and show an error message. Changes made by the delivering user are the ones shown to the client.

Unlocking an In-Use Extension

1. Click Locked Extensions in the left panel.
2. Click the Unlock Extension button on the desired extension OR
3. To unlock multiple extensions, click the checkbox next to the extensions and click Unlock Extension.
4. Click Unlock Extension after reviewing the warning to proceed. 

Once this is complete you can return to Send Extensions and process them normally.