Login troubleshooting

Here, we’ll suggest solutions to potential issues you might encounter when logging into your TaxDome account.

I don’t receive OTP email codes

• Check your spam folder.
• Wait up to 10 minutes for delivery.
• Click Resend code (available every 1 minute).
• Try SMS backup if configured.

Warning

After a certain number of incorrect code entries, you’ll need to request a new code. If you request a certain number of codes without successfully logging in with any of them, your account will be temporarily locked. When one method’s limits are exhausted, you’ll be offered to switch to another available method. If limits for both email and SMS are exceeded, contact your firm owner or admin, or click the Contact us button.

2fa authenticator app code doesn’t work

The code in the app changes every 30 seconds. If TaxDome doesn’t accept it, wait for a new code and try again. If the issue persists, contact your firm owner or admin (firm owners can contact TaxDome support).

Authentication codes rely on Universal Time (UTC). If the device generating your one-time password is out of sync, codes may not work.

Check your device’s Date & time settings and ensure Set time automatically is turned on.

I’ve upgraded my phone and cannot access authenticator app

If you use an authenticator app, you need to transfer your account to your new device:

On the old device:

1. Open Google Authenticator (instructions vary for other apps).

2. Tap the three horizontal lines in the upper-left corner.

3. Select Transfer accounts.

4. Tap Export accounts.

5. Choose the TaxDome account and tap Next.

6. A QR code appears on screen.

On the new device:

1. Install Google Authenticator.

2. Open the app and tap Get Started.

3. Select Import existing accounts.

4. Scan the QR code from your old device.

I’ve lost access to my email or phone

Firm owners:

If you no longer have access to your email or phone, submit a 2FA reset request . TaxDome support will verify your identity and help restore access to your account.

Team members and clients:

Contact your firm owner or admin for assistance. They can help you regain access depending on your situation:

• If you know your password but can’t receive the email verification code, your firm owner or admin can grant you a one-time bypass . This allows you to sign in once without entering the code. After signing in, set up SMS backup for future emergencies.
• If you’ve forgotten your password and can’t access your email, your firm owner or admin will need to manually reset your password and update your email address .
• If you have 2FA enabled via an authenticator app and no longer have access to it, your firm owner or admin will need to reset the 2FA for your account. You can then sign in and set it up again.

I see a “Multiple sessions in progress” popup

Coming soon

A session per user limitation is being gradually rolled out to all users. Once it’s enabled for your account, each user will be limited to one active web session and two active desktop sessions at a time—logging in beyond these limits will pause your previous session, which you can resume at any time.

Reason: We track login sessions as a security measure and show your active sessions so you can monitor access. This popup appears when you have multiple active sessions, which can happen if a previous session didn’t close properly or if you’re logging in from a different browser or device.

Solution: Review the login sessions displayed in the popup, including the IP addresses and devices shown. If you recognize all sessions, select one and click Sign out of selected session to continue logging in. If you see a session you don’t recognize or have security concerns, contact support and we’ll review your account access.

Note

You can open as many tabs as necessary within a single browser session. This applies only to separate browser sessions.

I can’t log into the mobile app

Reason: The app version may have become outdated and incompatible. Even if the app is updated, cached data or configurations may have become corrupted. 

Solution: Open the App Store or Google Play and find the TaxDome app. If an update is available, install it on your smartphone. If the app is up to date, delete it from your device and install again.

I don’t receive emails from TaxDome

Reason: Your email provider’s filters or you may have mistakenly marked TaxDome’s email as spam.

Solution: Check the spam folder of your email service. If there is any message from TaxDome, open it and flag it as Not spam. To ensure TaxDome emails consistently reach your inbox, read this article .

I can’t log into the Windows app

Reason: If you set up a custom domain for your portal, you may have used it instead of the original portal name.

Solution: When logging into the Windows app, enter your firm’s TaxDome URL you chose during registration. Don’t enter the custom domain here.

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