In TaxSlayer ProWeb, if you are expecting a taxpayer to show in from your branded TaxesToGo queue but aren't finding them in the list, there are a few troubleshooting steps we recommend:
Verify the taxpayer has submitted their information to you.
You can do this by checking the TaxesToGo report in Web Reports. See here for more information about this report.
A taxpayer who used your TaxesToGo referral link to download and create an app account will be listed on the web report, along with the timestamped actions they've so far performed in the app.
If the taxpayer has submitted their documents to you, you will see an App Submit Date time stamp next to their information.
If you do not see a submit date in the TaxesToGo web report, call your taxpayer and guide them to the Submit option in the My Tax Return section of TaxesToGo. Until the app information is submitted to you, the app return will not be available in your branded app queue.
Check to ensure that the email address in the TaxesToGo web report is the same one the taxpayer used to create their TaxesToGo account.
If the taxpayer created their app account with a different e-mail address than the one you sent the referral link to, the app they are using will be the generic app, not your branded app. Return information sent using the generic app does not show in your branded app queue.
If they did not use the same e-mail address, or if the e-mail address they used was mistyped, you will need to manually pull in the TaxesToGo return as follows:
- Ask your taxpayer for the e-mail address they used and their 6-digit Tax Code. They can find both of these under the Settings tab in their app.
- Manually pull in their Taxes To Go return using Import App User on the ProWeb Welcome Page.
Additional Information: