Client Experience

After the firm delivers an extension package, the client is notified via email. They can then click on a provided link to review their tax documents, make payments, and sign necessary forms. This article outlines the full taxpayer experience.

Initial Email

The taxpayer receives an email with a link to the extension package. All emails come from [e-mail]. 

1. Click Access Tax Documents to get started OR
2. Click Access Client Portal. 
   • See our Client Portal Experience article for more information. 

Start page

The Start page shows a file folder and contains information on what is being delivered and who is sending the extension.

1. Click Contact to reach out to the firm if you have any questions.
2. Click Here to Get Started.

Authentication

The client must first authenticate before gaining access to the extension package.

Social Security Number Authentication (personal extensions only)

1. Enter the requested 4 digits of your Social Security Number.  
2. Click Continue.

Access Code Verification (all extension types)

1. Click Request Access Code.
   • A message states whether the code is being delivered to your email address or your phone.
     • Email Access Code: An 8-digit access code is sent to the same email address as the initial email was sent to.
     • Mobile Access Code: A 6-digit access code is sent to your cell phone via text message.
2. Enter the 6 or 8-digit access code in the code field.
3. Click Continue.

Welcome Page

This is the main dashboard for your extension package. 

1. The title line has 3 options:
   • View the Tax year for the extension.
   • Click Contact Person to display a contact at the firm in case you have any questions.
   • Click Client Panel to change your mobile number or edit your spouse's information.
2. The progress bar shows the step the extension is currently in.
3.  Total refunds and payments for the extension are displayed on the left.
4. A quick overview of the steps required to complete your extension is displayed.
   • Depending on what was included in the extension by your tax preparer, these steps may appear differently. These additional steps are outlined below. 

1. Click Get Started to continue.

Review Documents

This section lets the client see a message from the firm and preview the filing instructions and tax documents.

1. Read the message from the firm.
2. Click Continue.
3. Click the Extension Section you want to review. 
4. Click Download to download and save documents to your device.
5. Click Forward to forward all available documents to an external email address. 
   • See our Forward a Copy of Your Return article for more information about this feature. 
6. Click Continue.  

Sign Tax Documents

This screen shows the available ways that the client can sign required documents. Depending on the extension package and how the firm processed the extension, not all options may be available.

• Click e-Sign to sign electronically.
• Click Manually Sign to print, sign, and upload the forms.
• Click Delegate Signing to send tax forms to partners or shareholders for signatures.
  • See the Signer Delegation: Managing Member Experience article for information about this feature.

Each option is described below in greater detail.

Sign Tax Documents (E-Sign)

Identity Verification (personal extensions only)

1. Enter your date of birth.
2. Check the box to consent to e-signing.
3. Enter your spouse's email address and mobile number if applicable.
4. Click Continue.

Knowledge-Based Authentication (personal extensions only)

1. Select the correct answer.
   • Answer 3 of 5 questions correctly to pass. 
     • If you pass, continue to the E-Sign Your Documents section. 
     • If you fail, you are directed to Manually Sign your documents. 
2. Click Continue.

E-Sign Your Documents (all extension types)

A list of all pages that require your signature is listed in the left panel. A green check appears next to the page after it is signed. 

1. Click the Start arrow to be led to your first signature line.
2. Click the green Signature block to open the Add Signature window.
   • Continue to click the Next arrow as you proceed through each signature. 
3. Click Type OR Draw to choose your signature type.
4. Click Apply.
5. Click Continue.

Please note:

If there is a spouse on the return the confirmation screen below appears. Here you can update the spouse's email and add a phone number (optional). Click Continue to finalize signing. 

Sign Tax Documents (Manually Sign)

If the client is required to or chooses to manually sign, they can download any forms requiring signature, then print sign and upload them. 

1. Click Yes to confirm you want to continue with manual signing.
2. Click Download to download documents requiring a signature.
3. Drag and drop the documents OR click Click Here to open a file browser to upload the signed documents. 
4. View the alternative sending methods if you are unable to upload the signed documents electronically: 
   • Send by Mail
   • Send by Fax
5. Click Continue.

Sign Tax Documents (Signer Delegation)

If the client requires someone else to sign their tax forms, such as a shareholder or partner, they delegate the signing process.

1. Fill out the required information for the delegated signer.
2. Enter a message for the signer. 
3. Click Send to deliver an email with an access link to the signer.
   • See our Signer Delegation: Signer Experience article for more information.

Tax Payments

This section allows you to view anticipated payments and estimated taxes. The client can choose to download all payment vouchers or download the filing instructions for reference. They can also make or record a payment. 

View Tax Payments

Important

Estimated payments appear when you click Done. The options are the same for Tax Payment and Estimated Payments. 

1. Click the Due date to view the payments due. 
2. Check or uncheck the Email me reminder... to adjust reminder settings. 
   • If checked, you can adjust the number of days before the due date that you receive the reminder. 
3. Click Download All Payment Vouchers to download all vouchers.
4. Click Done. 

Pay Vouchers

1. Click Pay.
2. Click Download Voucher to download the payment voucher.
3. Click Pay Now to open a new tab for the taxing authorities website to pay online. 
4. Click Done to close the Payment Information window.
5. Click Add Payment Details to mark the voucher as Paid.
   • This step is optional and for record-keeping only. 
6. Enter the details for the payment made. 
   • Check Number is optional. 
7. Click OK to mark the voucher as PAID. 
8. Click Done to move to your estimated vouchers. 

Important

SafeSend does not make any payments on behalf of a client. It directs clients to a tax authority's website to make a payment. It also records payment details that the client enters. The PAID label, when seen, simply means that the customer has recorded making a payment. It is the client's responsibility to make sure that they have actually made the payment.

End Page/Return Page

Once the extension is completed you are directed back to the Welcome Page, but different options are now available. It is also what populates when you re-enter the extension at a later date. The following options are available: 

1. Summary panel. 
   • Click the Print icon to print the summary. 
2. See if your spouse has signed or not (joint extensions only). 
3. Click View or Download Tax Documents to see a list of documents included in the extension.
4. Click View or Download Signed Documents to download the signed e-file forms.
5. Click Make Tax Payments to be directed back to the Pay section.
6. Click Update Delegatee to update the delegated signer.

Info

Any signed documents downloaded from SafeSend are password-protected and cannot be edited. The audit report printed with the signed document is used as a security standard to track document history events. Allowing the report to be edited would make it unviable.