Unlocking an Organizer for a Client

The organizer is automatically locked if a client fails to enter the proper access code three times. This is a security feature to prevent unauthorized access.

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 client can choose between:

• Waiting five minutes and then requesting a new access code via the organizer landing page.
• Contacting the firm to unlock the organizer.

Locked Account Notification

After the organizer has been locked, the user who delivered the organizer and the client receive the following email:

Unlocking the Organizer

The unlock option only appears if the Organizer or Client Portal is locked. 

1. Navigate to Delivered or Archived Organizers.
2. Locate the locked organizer and click the More (...) icon in the Action menu. 
3. Click Unlock Organizer.
   • The Unlock Organizer option is only available if the organizer or the Client Portal is locked.
4. Click Unlock Direct Document OR
5. Click Unlock Taxpayer Client Portal.

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   • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.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. 

Organizer

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.