System errors: Troubleshooting

You may occasionally encounter a system error while using TaxDome. It usually happens when there’s been an oversight, and you’ll always get a pop-up error message or an Inbox+ notification about it. Below, we give you a list of system-error messages, tell you why they occur, and provide instructions on how to troubleshoot the issues.

“Resource not found error”

While editing a job or a task, you might get this message when you try to save your changes. Why is this happening? Because the job or task is being deleted by another team member at the same time.

“Action forbidden!”

This error message means you don’t have the access rights to perform the action.

The fix: Let the firm owner know, so that they can give you the access rights you need. For more details on access rights, go here .

“Can’t use this email as login”

This error appears when you try to enable portal access for a client’s email address that is on TaxDome’s suppression list —typically due to previous delivery issues, bounces, or spam complaints.

The fix: The solution, for now, is to reach out to our team—we can remove the email from the suppression list.

1. Verify the email address is spelled correctly in the client’s contact details.

2. If the spelling is correct and the error persists, contact TaxDome support at [email protected] . Include the client’s name and the exact email address that needs to be removed from the suppression list.

3. Once removed, the client will be able to use that email address for portal login.

Note

Before contacting support, double-check that the email address is entered correctly in the client’s profile to rule out simple typos.

“Email is already taken by a contact”

This error occurs when you try to add a team member, but the email address you typed for them is already listed for a contact.

The fix: Since the email was already added to the system, add your team member’s email using +1 before the @symbol (e.g., [email protected] ). It won’t give any errors and your employee will be able to log in using their correct email address.

”Couldn’t send email”

This error message is displayed when there is a password-change or email-sync issue.

The fix: Click on the Set Up Email Sync link to resync your email.

“Invalid customer”

You’ll get this error message when you try to create an invoice or make a payment for an account that has been deleted. Make sure you have selected the correct account.

“Unable to save data”

When trying to send a message to a client, you might come across this error message. Submit a bug report to TaxDome, and we’ll resolve it ASAP.

Payment issues

• “Payments provider mismatch. Please refresh the page and repeat the action.” This error happens when a payment processor is being simultaneously charged. Refresh the page.

• “Payments provider has been disconnected.” You’ll see this error message when the payment processor disconnects. In your Integrations tab, go to the Payments section. (For more details on how to connect, go here .)

• “You have subscription payment error.” You may get this error message when trying to pay for a subscription with a card you’ve used before. If the card has expired or cannot be charged for some other reason, you’ll need to update your card info. (For more details, go here .)

Import issues

• “is not allowed. Please upload a CSV file.” You’re trying to import data in the wrong format. Save the document as a CSV file. (For more details, go here .)

• “The file must be UTF-8 encoded, with commas as delimiters. Please upload another file.” You’re trying to import data with the wrong encoding. You must change the encoding to UTF-8. (For more details, go here .)

• “Size allowed is up to 3 MB.” The file you’re trying to import is too big. Save the data as two or more separate files, then import them separately.

• “Some fields are not mapped with the corresponding fields in the CSV file. Do you wish to continue?” Fields in your CSV file aren’t mapped to contact fields. As a result, this data won’t be used to create contacts.

• “You did not choose a field for Account Name.” Select а field in the Account Name drop-down menu to create an account. An account name is either a business name (for a nonpersonal account) or a first and last name (for a personal account); the account name represents an entity.

• “You cannot import clients. Please ask the firm owner to give you access to view all clients.” You do not have the proper access rights to perform the action. Read more about how to give employees access rights here .

Integrations issues

• “Failed to connect with QuickBooks: Couldn’t connect to QuickBooks.” You haven’t selected your company on QuickBooks or skipped the last step. Start over.

• “You are about to disable TaxDome’s billing management and QuickBooks integration. Your clients will not see or be able to settle pending invoices within TaxDome. Are you sure you want to proceed?” Read more about disabling QuickBooks integration here .

“Some proposals were not created”

You may get this error message in your Inbox+ when you’ve sent proposals to several accounts at once; it happens when the Signatory authority option for an account is simultaneously being turned off by another team member.

The fix: In the Some proposals were not created box, click on the client’s name, go to their Info tab, then select Signatory checkbox. (Read more about this here .)

“Some messages were not sent”

You may get this error message in your Inbox+ when you send a message to one or more clients, but they don’t all go through. One or more of those accounts are offline because their linked contacts have the Login checkboxes unchecked for all email addresses. Another team member may have done this while you were sending the messages.

The fix: In the Some messages were not sent box, click on the client’s name, go to their Info tab, then toggle on Login for at least one email address linked to the account. (For more detailed instructions, go here .)

Grant support team access

Before contacting the support team, grant them access to the web portal in advance so that they can perform some action as if they were owners of your firm. It allows the support team to quickly resolve issues by performing actions on your behalf, saving you time and ensuring efficient troubleshooting.

1. Go to Settings > Firm Settings from the sidebar menu.

2. In the Editor access section, toggle on Allow support team to log in with owner-like permissions.

3. (Optional) Set the time this permission is valid. By default, access is given for one month, but you can increase or decrease it. 

4. Click Save.

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