SYMPTOMS Tax Payer has signed remote request but the Document Archive doesn't display the 'Fully Signed Document'. The Remote Signature may show completed but doesn't show "Signed" in Document Archive as displayed in the below... Read More

Login to 1040 Online as a user with EFIN/Office or Office Manager access level. Click on the Profile menu toward the top-right of the page. Click on Wallet Setup. Read and Accept Terms and Conditions to continue with configuration... Read More

Removing Remote Signatures That Are Pending When the remote signature process is not completed, the WIP will show pending remote signatures. If the ERO or taxpayer decided not to use the remote signature feature after the request has been made, the... Read More

Enabling the Remote Signature Function The Auto-rotate FunctionIf the Auto-rotate is disabled, there will be no detection for signature prompt. Android  Look for an icon for Auto-rotate and turn it on. iOs (Apple)   Pertaining to an iOs, the Auto... Read More

Tax preparers can send a remote signature request either by email or cell phone in 1040 Online. (EFilable years ONLY)In order to initiate a remote signature request, the following items are required before sending: ERO signature required to be... Read More

Adding a Remote Signature for an EF Originator   The following steps provide how to add a remote signature for an EF Originator: 1. Inside of the software, open the Database menu and then open EF Originators. 2. When the "EF Originators" window is... Read More

Adding a Remote Signature   The following steps are provided to add a remote signature for a paid preparer: 1. Inside of the software, open the Database menu, then Paid Preparers. 2. When the "Paid Preparers" window is open, select the preparer... Read More

The Remote Signature Feature Requirements EFileable TaxYears ONLY Taxpayer/Spouse cell phone number and cell phone service provider information in the "Client Data" screen for text messaging. Email in the Desktop Tax Program can also be used for... Read More

Important Note: Effective for TY2020 to current. Note: Requires appropriate access level. From the Work In Progress (WIP) screen. Click Setup. Select Wallet Setup. Read and Accept Terms and Conditions to continue with... Read More

Taxpayer doesn't see any text on the PDF sent with remote signature request. Remote Sign request has been sent via Link to Cell phone or Email Taxpayer uses Last 4 digits of SSN, Last Name, DOB, & Zip Code (found on Client Data) to validate... Read More

Symptoms When submitting remote request or queue return for efile without bank product. ’Wallet temporarily disabled due to unpaid wallet invoices &/or insufficient funds.’   FIRST before asking for assistance VERIFY the  wallet... Read More

Wallet Set-Up, Vaulting & Reloading Reference Guide EFIN/Office Level Office owners can manage their wallet by accessing it within the Profile Menu in the online software. Accessing Office Wallet Login to Online with Office Owner login   ... Read More

NEW FOR 2023 - Configure Your TaxPass Mobile Site The TaxPass Mobile App is now the TaxPass Mobile Site. Taxpayers no longer need to download a mobile app to their device to access all the great features and benefits of TaxPass. Now, users can... Read More

TERMS OF SERVICE FOR ONLINE TAX PREPARATION SERVICES - TAX YEAR 2021 BY CLICKING THE "ACCEPT" BUTTON OR ACCESSING OR USING THE SERVICES, YOU ARE ENTERING INTO AND AGREEING TO BE BOUND BY THE TERMS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO THE... Read More

Here you will find a list of Knowledge Base Articles that are tax phase specific. Description Suggested Article Phase TIME For CHANGE Software System Requirements All Season Oct-April E-Filing Prior Year Tax Returns All Season Oct-April ... Read More

QUESTIONS PERTAINING TO SETTING UP MY WALLET What is a Wallet and why should I be using one?Always having a balance available in your personal account – or Wallet – is required in order to eFile with your tax software. The funds in your Wallet... Read More

At approximately 10pm PDT daily, remote signatures fees are invoiced and charged according to the default payment stored within the wallet. If the payment method on file has an insufficient balance to cover the invoice associated with the accrual... Read More

Symptoms When attempting to reconcile unpaid invoice for remote signature. ’Error paying invoice please check wallet status: Declined (account blocked by association)’ Cause See Pay Junctions list for reason & resolution.https:/... Read More

Symptoms: When opening the Tax Client you are prompted with the following error:  ’RemoteApp ErrorThe program did not start on the remote computer. For assistance, contact your system administrator.’ Resolution: Re-configure the... Read More

Symptoms When printing a check, the follow error message appears: ’Must configure Site ID when using remote check printing’   Cause This issue may occur if the software is configured for remote check printing.   Resolution ... Read More

Symptoms: When printing a check, the following error message appears: "Remote site printing requires site selection first." Cause: The check being printed is associated with a Site ID, but a database record for this Site ID has not been... Read More

ScreenShare -Chrome Remote Desktop Alternate to using ShowMyPC screen sharing tool. Navigate to the following address & DL/Install if needed: https://remotedesktop.google.com/support Select Remote Support Have ERO select the Generate Code... Read More

Signatures won't print on signed PDF/Archived documents. When printing documents that should have signatures attached verify the following has been set within the Adobe Print options.   Select the Print option for PDF print. Verify that Save... Read More

Symptoms You receive the following message when trying to use the the On-Screen Signature option to capture signature for EF Originator, Paid Preparer, or Tax Payer. ’A Topaz Signature Pad is not installed, Please contact your sales... Read More

The following signature pads are supported with the use of the software: Topaz SigLite Supported Models Topaz SigLite™ 1x5 T-S460 Topaz SigLite™ 1x5 T-S461 Topaz SigLite™ LCD 1x5 TL460 Scriptel Supported Models Scriptel Slimline LCD SC... Read More

Symptoms When verifying a return, the following message appears: ’FRM 8879 PIN Signature Date Invalid’    Cause This issue occurs if an invalid signature date is entered on the 8879, or if the date or time on the computer... Read More

Symptoms When attempting to capture a signature using the Topaz Signature Pad, the following error message appears:  ’Cannot open clientsignature.pdf from host’    Cause This issue can occur if the version of Adobe Reader... Read More

Before installing signature pad models, confirm that the model is supported by the software: View Supported Signature Pad Models (KB 548) Note: Scriptel is not compatible with software years 2016 and previous years. Topaz sig pads work with all... Read More

Symptoms When trying to print from within a return the following error occurs. ’ERO Signature Missing. This print functionality will not be enabled...’   Cause Verify that the office states 'signed' for ERO SIGNATURE. ... Read More

ERO Location Dropdown Profile Preparer Location Location #1Office Setup > Preparer > Capture SignatureLocation #2 TaxPayer Location From within the returnLocation #1Location #2 Read More

In order for the preparer to electronically store their signature in 1040 Online, the user will need to capture their preparer signature for each designated preparer. Follow the instructions below to successfully capture the preparer signature:... Read More

In order to capture the ERO signature in 1040 Online, users must have access to a login at the EFIN/Office level or you will not be able to see this request in the profile menu.  Follow the instructions below to successfully capture the ERO... Read More

Follow the instructions below to successfully select your in-office preferred signature capture method when using 1040 Online.   Login to the 1040 Online program. Click on the Profile menu dropdown. Click on Login Preferences located... Read More

Symptoms Error occurs when attempting to sign the ACH Authorization window ’Signature is invalid.’ Possible Cause Email link opened in Edge Browser Resolution Suggest to use another browser i.e. Firefox, Chrome, Safari... Suggest... Read More

Symptoms In printing a tax return, the program will print the tax return without giving the option to capture the taxpayer’s signature.     Cause This behavior can occur if the program is not configured to prompt for a tax return PDF. ... Read More

Symptoms When tapping the Spanish/English Button to switch languages in the Mobile App, instead of switching languages, either the 1040 Return or Documents (signature) screen is displayed.  Cause This behavior is due to the Spanish/E... Read More

Symptoms When capturing the digital signature during the printing of a tax return, the following error message appears: ’Federal Return not selected to print’    Cause This issue can occur if the program is configured to skip... Read More

To Capture a Signature Using The Topaz Electronic Signature Pad Verify Printer setup has the correct Signature Pad Selected in Login Accounts & Printer Setup Setup > Login Accounts > Applicable Login > Signature Pad Type Setup >... Read More

Before installing signature pad models, confirm that the model is supported by the software: View Supported Signature Pad Models (KB 548) UNPLUG THE SIGNATURE PAD BEFORE STARTING THIS PROCESS. To download Topaz drivers click here. If prompted,... Read More

Procedures for Deleting an ERO or a Paid Preparer Signature  Follow these steps to delete an ERO signature On the Database menu, click EF Originators. Double click the applicable ERO. Then click Delete Signature. Next, click Save. Re-open the�... Read More

 Printing a Signed Tax Return Open the tax return to be printed. Click Document Archive. Open the previously printed tax return. Click the Print icon. Read More

ScreenShare - ConnectWise Screen-sharing tool (Used for Technical Support Troubleshooting) To Join from the Website > https://help.remotetaxsupport.com/ Landing Page >  Navigate to the website & wait for the Support Agent to give you a... Read More

Control and View Remote PC using Chromebook ShowMyPC accounts come with an option to remotely access a Computer using Google's Chromebook. The HTML Viewer option allows you to Control and View any computer. Anyone can view the remote PC without... Read More

ERO Screen-sharing tool (Used for Technical Support Troubleshooting)https://erosupport.showmypc.com/ Be aware that this version of showmypc (SMPC) screen shares doesn't expire.  Suggest to the ERO/end-user before disconnecting call to close... Read More

Symptoms In verifying a tax return, the following error message appears:  ’Site ID Not Found in Database – Add or Correct’    Cause This error will occur if both the following conditions are true: The program has a... Read More

TPG-Provided Website Resources https://www.sbtpg.com/tax-pro-home#    -PRIOR YEAR INFORMATION - Data below maybe outdated or not available-The very informational and comprehensive lists of links provided in the following sections are available for... Read More

 PRIVACY POLICY Central Site Important Information: Please read this carefully as we have made updates to our Privacy Policy. This Privacy Policy goes into effect September 2020.  At Central Site (“CPTS,” “us,” “we,” “our”), we... Read More

Symptoms Verify Error navigates to the bottom of the Information & Status page; Wet Signed Date location.   Cause Office settings have Require Signature print date checked. Resolution Confirm login has rights to access Office Setup. Click... Read More

Follow the instructions below to successfully start a new return: Login to the 1040 Online Program. Select Tax Return from the Left Panel. Click the New Return + Button found on the right side of window. When the window pops up, input the... Read More

1040 Online requires Login Types to each login created in the software.  Currently, the two types of login types are either Manager or Preparer.    Below is a comparison of the differences between the two login types:   Manager Preparer ... Read More