Document Locked Due to Invalid Login Attempts

Clients may receive a message about invalid login attempts. Clients get locked out of the document because of three failed attempts to log in by entering an incorrect/expired access code or an incorrect answer to a security question.  

Please note:

SafeSend Support cannot unlock client documents, this client must wait 10 minutes for the document to unlock.

Client View

After too many unsuccessful attempts the client receives an error message in red, stating "Invalid Login attempts. You can retry after 10 minutes". This error message persists even if they close and re-open the link.

Access Code Tips for Clients

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   • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.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 into SafeSend Returns 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 for the client, if necessary. 

Please note:

The client will not receive a generated access code via text or email, you would need to provide it to them over the phone or in a new email. 

Generate an Access Code

1. Click Signature Reports in the left panel. 
2. Locate the document.
3. Navigate to the Action column on the right side and Select the More (...) icon.
4. Click View Access Code. 
5. Provide the Active Access Code to the client OR
6. Click Generate Access Code to generate a new code.