There are several reasons why you may not be able to see the taxpayer's signature sent to you via the TaxesToGo app:
- The taxpayer saved a 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.
- The taxpayer is using a newer iPhone: We have had some issues with iPhone. Checking the phone for updates sometimes corrects this.
While the TaxesToGo app and the Customer Portal are two separate systems, they share a similar signing space, so if the taxpayer signing in TaxesToGo isn't working for some reason, an alternative is for them to sign their return documents in the Customer Portal. Tell them to go 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.