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

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]

************** END OF COPY FOR CLIENTS *************

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 aren’t receiving OTP email codes

Article to share with clients

If clients aren’t receiving verification codes via email, in addition to the steps listed in the article above, guide them through the following troubleshooting steps:

• Check spam or junk folders: Verification emails may be filtered by the email provider. Ask clients to check spam/junk folders for emails from [email protected] .
• Whitelist TaxDome emails: If emails are being filtered, clients should add [email protected] to their contacts or safe senders to ensure delivery. For detailed instructions, ask them to refer to this article .
• Check suppression list: Navigate to the client’s account and open the Info tab. If the email address is suppressed, it will be visually indicated. Contact TaxDome support at [email protected] with the client’s name and exact email address to request removal from the suppression list.

Clients lost access to 2FA app

If clients have lost access to the app that verification codes are sent to and can’t get into their account, you can temporarily disable additional authentication for them.

Clients can’t log in

Article to share with clients

You can also reset clients’ passwords yourself. 

Clients ask for login link

Article to share with clients

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

Clients with multiple accounts created for the same email may get confused and log into the wrong account.

Clients get security warning

Article to share with clients

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 (Log in 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.