Unlock a Delivered Extension

Taxpayers can become locked out of their extension by entering an incorrect/expired access code OR an incorrect social security number. 

Please note:

SafeSend Support cannot unlock client extensions, this action must be performed by the firm.

Client View

After 3 unsuccessful attempts, the taxpayer receives the error message below. This error message continues to appear even if they close and re-open the link.

The firm will need to unlock the extension before the client can regain access. 

Unlocking the Extension

After the extension has been locked, the user who delivered the extension receives an email notifying them an extension has been locked. To unlock:

1. Navigate to the Extensions Report or Archived Extensions.
2. Locate the locked extension and click the More (...) icon.
3. Click Unlock.
   • The Unlock Return option is only available if the extension is locked.
4. Click Unlock Extension OR
5. Click Unlock Client Portal.

The taxpayer receives an email notification that the extension is unlocked. The taxpayer can now try and access their extension as outlined in the Client Experience article.

Access Code Tips for Taxpayers

1. Click the Request Access Code button.
   • This sends an access code to the taxpayer's email or phone. 
   • Only click the button once to prevent multiple codes from being generated. 
   • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.
2. Copy/paste the access code to prevent typos.
3. Click Continue.

Please see our Access Codes Explained article for additional tips/tricks and troubleshooting information. 

 

Access Code Tips for Users 

The firm can generate an access code and provide it via phone or email to the taxpayer, if necessary. This code expires after 20 minutes, after it is used, or after a new code is generated. 

Extension

1. Click the More Action Items (...) icon.
2. Click View Access Code to open the Access Code window. 
3. Click the Direct Document tab. 
4. View the most current access code OR
5. Click Generate Access Code to generate a new code for the taxpayer.

Client Portal

1. Click the More Action Items (...) icon.
2. Click View Access Code to open the Access Code window. 
3. Click the Client Portal tab. 
4. View the most current access code OR
5. Click Generate Access Code to generate a new code for the taxpayer.