Troubleshooting for your clients
If your clients experience problems with the client portal, share fixes from this article with them. Here, you will find the most popular cases covered to save you time.
General troubleshooting for clients
If your clients face any type of error or if a feature isn't functioning as expected, we recommend to begin with the basic troubleshooting steps: using incognito mode, clearing cookies and cache, and changing the browser.
Article to share with clients: General troubleshooting.
Before tax season: client password reminder’
Sometimes, clients who don't interact with your firm throughout the year may forget the password for their client portal accounts. It becomes a problem when, on the eve of tax season, they need urgently to perform some action in the portal, such as filling out an organizer.
To avoid the issue, you can create an email template explaining how to reset their account password and send it to your clients in bulk right before the tax season.
Copy the following text of the email, replace the data in square brackets and save it as a template:
************** COPY FOR CLIENTS *************
Email subject: Resetting your client portal password for the upcoming tax season
Hello [CONTACT_NAME],
We hope you’re well and prepared for the upcoming tax season! To make this year’s filing process as smooth as possible, we want to ensure you can easily access your client portal to view important documents and updates.
If you’ve forgotten your password, don’t worry—it’s quick to reset! Just follow these steps:
- Go to our firm’s login page here:
[insert firm’s login page link]. - Click on Forgot password under the password field.
- Enter the email address linked to your account, then click Reset password.
- Check your email inbox for a password reset link and follow the instructions.
- Once your new password is set, use it to log in to the portal.
If you experience any issues or have questions, please feel free to contact us—we’re here to help!
Looking forward to working with you this tax season,
[Your firm name / Team name]
****************************************************
Then, send emails using the created template. You can send emails in bulk from the Accounts page using the Last login > Last year filter to quickly identify a segment of customers who haven't logged in since the last tax season.
Most common client issues
Below, you will find instructions for solving a client's problem and materials you can share with clients when they are facing a particular challenge.
Clients can’t log in
Article to share with clients: I can’t log in (email or password issues)
You can also reset clients' passwords yourself.
Clients ask for login link
Article to share with clients: Signing in (desktop and mobile)
Your clients can use just the TaxDome login page if white labeling isn't important for you: https://app.taxdome.com/login. You can also use your firm's URL if you set the custom domain.
Clients can’t select the right account to log in
Article to share with clients: Switching between profiles (desktop and mobile)
Clients with multiple accounts created for the same email may get confused and log into the wrong account.
Clients can’t get 6-digit code (2FA issues)
If clients have lost access to the app that verification codes are sent to and can't get into their account, you can disable Two-factor authentication (2FA) for them.
Clients get security warning
Article to share with clients: Security warning when typing "www" before your TaxDome URL
Sometimes, clients mistakenly add the "www" prefix before their client portal URL. As a result, they get a security warning, e.g., "Your connection is not private" (Google Chrome). Removing "www" and reloading the page is sufficient to fix it.
Specific cases (Login as client)
The "Log in as Client" feature is suitable for guiding clients in specific cases through various actions in their portal. By viewing exactly what they see, you can provide clearer instructions. You can also record a quick video to visually guide them through the steps.