There are several reasons why you may not be able to see the taxpayer's signature sent to you via the TaxesToGo app:
- Blank Signature - Once the taxpayer has signed the return in the TaxesToGo or Customer Portal app, the signature cannot be removed or changed inside the app. However, a generic portal link can be sent to the taxpayer to re-sign the return.
- Phone Compatibility - Taxpayers with newly released or older cellphones may experience difficulties with sending signatures. Checking for updates on the cellphone often resolves these issues.
While the TaxesToGo app and the Customer Portal are separate systems, they share a similar signing space. If the taxpayer encounters issues signing in TaxesToGo, they can alternatively sign their return documents in the Customer Portal. Direct them to this website:
https://www.taxofficemanagement.com/customerportal
They will log in with their same TaxesToGo username (their email address) and password. They can then navigate to the Preparer Files section, create their signature, and apply it to the documents as needed.
Additional Information: