I Can’t See My Customer’s Return in My Taxes to Go Queue, What Could Be the Problem?

When your client uses your branded Taxes To Go app to submit their information, that information should automatically appear in your Taxes To Go queue within seconds. 

In case you are unable to see your customer’s information in your program, yet they have sent it, restart the program. This should be able to refresh the Taxes To Go queue. However, should the problem persist, follow the following steps to solve the issue: 

Ensure that the taxpayer’s information has been submitted 

To check whether the taxpayer has submitted their information, check the Taxes To Go report from your Web reports. Any taxpayer who uses your referral link to download and register an account is captured in the web report together with every action they have carried out. 

When the taxpayer submits their documents, there will be an App Submit Date time stamp beside their information. 

For the app return to be available in your branded app queue, the taxpayer must submit the app information to you. 

In the event that you are unable to see a submit date, it is probable that your taxpayer has not clicked on the submit button in the My Tax Return section of the Taxes To Go app. Have your taxpayer submit the app information to you. 

Verify that the taxpayer used the same email to register their Taxes To Go account and in the Taxes To Go Web Report. 

If in creating an account, the taxpayer uses a different email from the one you shared your referral link to, then they will have a generic app instead of a branded app. Any return information sent through the generic app will  not be visible in your branded app queue. 

If your taxpayer is using a generic app, you will have to pull in the Taxes To Go returns manually. 

To do this, you must have the taxpayer’s email as well as their tax code. The taxpayer can get both the email and tax code in the settings tab of their app. 

To manually pull in the taxpayer’s returns, use Pull From Pro App if you’re using Desktop and Import App User if you are using ProWeb.