Scenario:  When I run my IRS ack report report, I see some of my taxpayer’s listed twice…either accepted twice or rejected twice

Reason:  We inadvertently picked up and processed the acknowledgement twice.

Action required:  None

Scenario:  When I select my Rejected Clients, I see them listed twice

Reason:  We inadvertently picked up and processed the acknowledgement twice.

Action required:  Just select one of them to fix and resend the return.  We are working on a solution to limit the display

Scenario:  When I click on the rejected link from the client list, I see the reject detail twice

Reason:  We inadvertently picked up and processed the acknowledgement twice.

Action required:  None

The IRS can take up to 48 hours to make acknowledgements available to software vendors.  The VITA/TCE support reps, see the same information  you see in Client Status.  We actively monitor e-file and acknowledgements to determine if there is anything outstanding or if we are seeing trends in reject codes.

Problem:  You currently cannot view the reason the return has been IRS Rejected on some returns.  This also impact the IRS Ack reports not displaying the reject reason.

Workaround:  None

Solution:  We are investigating why the reject reason is not displaying.

When the taxpayer uploads a document or sends a message, a red dot will appear next to messages.  You will then select the Unread Message dialog in the lower left corner of the screen (same as always).

The portal list will also display the number of documents that were uploaded.

In the below screenshot the link registered date is now populated because I created my portal login in order to upload the document.

Problem:  You or your taxpayer receive the following message when clicking on an activation link (site activation, admin activation or customer portal activation).

Reason:  This is due to the privacy settings on the device you are using.  The privacy settings are trying to safeguard you from clicking a harmful link

Solution:  Copy and paste the URL to a new browser window

The Customer Portal list allows the sites to more easily manage the taxpayers who have been sent a customer portal link.

Select the Portal Clients button on the Welcome Screen.

This will display a client portal listing for the taxpayers you have sent a customer portal link:

• SSN: Taxpayer SSN
• Status: Federal Status
• States: States listed on the return.  Hover over the ? to see the state status
• Messages: Displays the number of messages from the taxpayer.  Unread messages will have a red dot
• Docs: Number of documents the taxpayer has uploaded
• Link Sent Date: The latest date the volunteer sent a customer portal link
• Link Registered Date: The date the taxpayer registers their portal link by creating their account

You have the same abilities to manage returns as you do on the client list pages.

Select allows you to enter the return from the Portal Clients list.

Note: Due to the amount of data on the listing, you will need to scroll horizontally. You also have the ability to search for the taxpayer in the search bar.

We are getting several calls and emails regarding challenges with the certification tests for Link and Learn.

TaxSlayer DOES NOT host and/or maintain Link and Learn.  Please reach out to your SPEC Relationship Manager if you are having challenges.  We are sure they are aware of the challenges and making this a priority.

TaxSlayer cannot change the EFIN associated with a site without authorization from SPEC Headquarters in Atlanta.

If the EFIN associated with your site was ordered incorrectly or the site has been issued a new EFIN,  you will need to do the following:

• Reach out to your SPEC Relationship Manager with the information
• Your SPEC RM will follow their protocols to get the information to SPEC Headquarters in Atlanta
  • We cannot change the EFIN even if the SPEC RM makes the request with TaxSlayer
• The TaxSlayer Relationship Manager in Atlanta will send a formal request to have the information changed if applicable

TaxSlayer will update their internal CRM system and also the ERO information for the site.  A site cannot transmit returns with an EFIN that is not on file with TaxSlayer.