The following is a list of resolved issues.
Known issues that are still in progress are tracked in a separate article.
Click here to view current known issues.
RESOLVED - Some users are not able to sign E-file Authorizations
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Added 10/20/23
- Description: Some users are not able to sign e-file authorizations in their Task List.
- Workaround: Please try again after 24 hours
- Status: This issue was resolved 11/17/23.
- Issue ID: TCD-36305
RESOLVED - New users are unable to create accounts through the iOS mobile app
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Added 10/19/23
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- Description: iOS users are not able to create a new account through the SIGN UP screen. After an iOS user provides their account credentials and taps AGREE & CREATE ACCOUNT, a blank white screen is displayed with no further instructions
- Workaround: Create a new TaxCaddy account either through TaxCaddy.com on web or use an Android device.
- Status: This issue was resolved 10/20/23.
- Issue ID: MOB-1039
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Added 10/19/23
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RESOLVED - Unable to add new Smart Links or retrieve documents from existing ones
- Added 08/08/23
- Description: Users are unable to add a new Smart Link to a client's account, and are erroneously getting an error that the Smart Link has already been added to their account. Additionally, client accounts with existing Smart Link connections are not able to receive their tax documents through Smart Links.
- Workaround: Download the relevant documents from your financial institution's website then upload the documents into TaxCaddy.
- Status: This issue was resolved 08/31/2023.
- Issue ID: TCD-32636
RESOLVED - Some users are unable to log into their TaxCaddy account for the first time after refreshing their browser once they open their invitation
- Added 08/03/23
- Description: If a taxpayer doesn't have a mobile phone number saved to their TaxCaddy record, refreshing the invitation screen before creating their account will cause the invitation link and any access links (including those sent via Invitation or the Send me a New Login Link feature) to expire.
- Workaround: There is no known workaround at this time. Please contact TaxCaddy Support to resolve this issue.
- Status: This issue was resolved 08/16/2023.
- Issue ID: TCD-33167
RESOLVED - Users in the UK are unable to receive their two-factor authentication code when logging in to TaxCaddy
- Added 07/13/23
- Affected Product: TaxCaddy
- Description: Due to recently updated guidelines regarding Long Code international SMS messages to mobile phone numbers in the UK, users in the UK are no longer able to receive the 2FA codes required to sign into their TaxCaddy account.
- Workaround: Until the issue is resolved, please contact the TaxCaddy Support team to temporarily disable 2FA for your account. It can be enabled once this issue is resolved.
- Status: This issue was resolved 08/03/2023.
- Issue ID: TCSUP-8018
RESOLVED - Some clients are experiencing incorrect records overwritten to their account, causing problems trying to log in
- Added 01/26/23
- Affected Product: TaxCaddy
- Description: Due to complications with client information, some clients with a pre-existing mobile number associated with their account have either had their mobile number incorrectly overwritten or removed from their client record entirely, interfering with their ability to sign into their TaxCaddy account using two-factor authentication.
- Workaround: There is no known workaround.
- Status: This issue was resolved 01/26/2023.
- Issue ID: TCSUP-6504
RESOLVED - Using double quote("), less than (<), greater than (>) causes data to be lost on a Fillable Form
- Added 01/03/20
- Affected Product: TaxCaddy
- Description: On a fillable form PDF, using single quote('), double quote("), less than (<), greater than (>) causes all the form data to be lost if you navigate away then return back.
- Workaround: Avoid using double quote("), less than (<), and greater than (>) symbol if possible. You can still use these symbols, however, you must submit it as a finalized form before navigating away.
- Status: This issue was resolved 01/19/2023.
- Issue ID: MTH-5699
RESOLVED - Sign Task progress indicator showing incorrect status when task list only has 1041 sign tasks
- Added 12/14/22
- Description: The progress for a taxpayer's Sign tasks is incorrect when their only Sign tasks are for a 1041 tax return profile. Once all of a taxpayer's 1041 Sign tasks have been completed, the Sign Documents progress indicator will revert to zero, wrongfully indicating that none of the tasks have been completed.
- Workaround: Users can expand the Sign Documents container to view the status of each individual 1041 Sign request.
- Status: This issue was resolved 12/19/2022.
- Issue ID: TCD-24120
RESOLVED - Notes/Textbox annotation not saving in Firefox
- Added 02/18/20
- Description: Textbox/Notes annotations are not saving on Firefox.
- Workaround: Use another supported browser (i.e. Chrome, Edge, Safari).
- Status: This issue was resolved 11/9/2022.
- Issue ID: MTH-5791
RESOLVED - Spouse users are unable to sign documents from the main taxpayers' account
- Added 10/04/22
- Description: Spouses are unable to sign documents in the same session as the main taxpayer user. When attempting to sign through a taxpayer's account, after spouses provide a mobile number and 2FA code, an error appears when the spouse enters their first name to sign the document.
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Workaround: Spouses can log in to their own spouse account to complete requests.
Click here to learn more about adding your spouse to your TaxCaddy account.
Click here to learn how spouse users can sign documents from their own accounts. - Status: This issue was resolved 11/21/2022.
- Issue ID: TCD-22185
RESOLVED - Certain requests are appearing twice in the Activity Feed
- Added 02/07/20
- Description: Some users are seeing the same request appear twice in their Activity Feed for uploaded questionnaires, letters, and requested documents.
- Workaround: There is no known workaround
- Status: This issue was resolved 06/14/2022.
- Issue ID: TCD-17939 | TCSUP-4300
RESOLVED - Users received multiple SMS reminder notifications for tax payments
- Added 06/13/22
- Description: Users were receiving multiple SMS reminder text notifications for their upcoming tax payment reminders. The Tax Payments reminder feature has been temporarily disabled until the issue is resolved.
- Workaround: There is no known workaround
- Status: This issue was resolved 06/29/2022
- Issue ID: TCD-20128
RESOLVED - Some new users may receive another invitation email link after logging in
- Added 12/15/21
- Description: Some new users logging in with a phone number (Dynamic Password) may receive a new TaxCaddy email invite link right after the initial log in. For subsequent logins, please use the link provided in the new email.
- Workaround: Please delete the first invite email and continue logging in using the link sent in the second invite. The link in the second email will be valid for 14 days. You can also set up account password to retain access to your TaxCaddy account if desired. Click here to learn more about setting up a password after you log in.
- Status: This issue was resolved on 01/24/2022
- Issue ID:
RESOLVED - Unable to connect Smart Links with "TIAA-CREF" or "Charles Schwab"
- Added 03/04/21
- Description: Users are unable to connect their Smart Links with TIAA-CREF or Charles Schwab.
- Workaround: There is no known workaround.
- Status: This issue was resolved on 01/20/2022
- Issue ID:
RESOLVED - Certain fillable fields not showing data when a user signs or reviews a document on a mobile device
- Added 04/14/20
- Description: Certain fields on a fillable PDF document not showing data after a user signs or reviews the document.
- Workaround: There is no known workaround.
- Status: This issue was resolved on 09/08/2021
- Issue ID: SA-6071
RESOLVED - Some users will see blank fields when logging in to TaxCaddy
- Added 03/26/21
- Description: After enabling Dark Mode, some users may see white text on a white background for the email and password login fields, causing them to appear blank.
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Workaround: Option 1. Enter your credentials as usual, or copy/paste your email address and password into the blank white fields. After signing in, disable Dark Mode in Settings > Accessibility.
Option 2. Use a different browser or private browsing without enabling Dark Mode. - Status: This issue was resolved 03/20/2021
- Issue ID: TCD-11561
RESOLVED - Smart Links are currently not fetching documents
- Added 08/18/21
- Description: Connected Smart Links are temporarily experiencing issues retrieving documents automatically.
- Workaround: Please download the document from your institution(s) then upload the document to TaxCaddy.
- Status: This issue was resolved on 08/20/2021
- Issue ID: TCD-15039
RESOLVED - Certified Mail tracking number for payments doesn't appear in the email
- Added 05/21/20
- Description: Users who paid tax payments by check using USPS Certified Mail are not currently receiving the email that contains the tracking number.
- Workaround: The tracking number will appear in TaxCaddy in the tax payment's Document Viewer (upper right corner) within 1 business days of being submitted.
- Status: This issue was resolved 09/01/2020
- Issue ID: SA-6658
RESOLVED - Option to pay tax payments by check is temporarily unavailable
- Added 08/12/20
- Description: Pay by Check option is currently unavailable. If you have recently used the Pay by Check option to mail your check to the taxing authority then your check delivery will not be impacted.
- Workaround: You can pay your tax payments using other methods such as electronically or by mail.
- Status: This issue was resolved 08/21/2020
- Issue ID: SA-6782
RESOLVED - Unable to select a different country when entering spouse's phone number
- Added 02/18/20
- Description: Spouse users attempting to e-signing a document from the taxpayer's main account are not able to change the country code from U.S. to another country from the drop-down menu.
- Workaround: You can add a phone number with the country code (i.e. +1 for Canada) or the spouse user can log in to their own account to e-sign the document.
- Status: This issue was resolved 03/30/2020
- Issue ID: DOP-6593
RESOLVED - Smart Links needs attention notification
- Added 02/25/20
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Description: Some users are incorrectly receiving notification about broken Smart Links through SMS or Push notification.
- Updated: We have temporarily disabled broken smart link notifications while we troubleshoot the issue. You should not receive any new broken Smart Links notifications after 2:00 pm (PST) 02/25/20.
- Workaround: You can temporarily disable notifications.
- Status: This issue was resolved.
- Issue ID: TCSUP-1721
RESOLVED - Uploading a document does not remove it from the Tax Pro Request
- Added 01/21/20
- Description: Requested documents are not removed from the Tax Pro Request panel if you upload a document directly then manually associate it with a requested item after the upload process.
- Workaround: There is no known workaround. However, if you have not already uploaded the document then you can upload a requested item from the document menu, reply with an amount, mark it as already provided.
- Status: This issue was resolved 02/05/2020
- Issue ID: MTH-5700
RESOLVED - Fillable PDF data not being saved after the document is signed, reviewed or uploaded (via Complete Form)
- Added 03/11/20
- Description: Data entered into a Fillable PDF on 3/10/2020 or 3/11/2020 was not being saved when the document was signed, reviewed, or uploaded (via Complete Form). This issue has been resolved. However, if you signed, reviewed, or uploaded a Fillable PDF on 3/10/2020 or 3/11/2020 (before 12 pm EST) then we recommend you view the document on the Uploaded Documents tab to confirm all the information is still on the PDF document.
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Workaround: If you signed/reviewed a Fillable PDF document on 3/10/2020 or 3/11/2020 then verify if the data you entered appears when viewing the document on your Uploaded Documents tab. If your data does not appear on the Fillable PDF form then message your tax professional
to re-upload the Sign/Review request. If you uploaded the document (via Complete Form) then delete the document to restore the document as a requested item.
- Status: This issue was resolved on 3/11/2020 (12 pm EST)
- Issue ID: MTH-5795
RESOLVED - Smart Links dialog box not updating when logging in
- Added 02/27/20
- Description: When adding a Smart Links, if the login attempt fails, you don't see the input form in order to try again. If the login attempt is successful then you will see the spinner indicating Smart Links is still attempting to log in. Exit the dialog box then click on that Smart Links again to see the update.
- Workaround: Click Done to close the dialog box. Click the Smart Links again to
- Status: This issue was resolved on 02/28/2020
- Issue ID: DOP-6646
RESOLVED - Smart Links not fetching documents
- Added 02/06/20
- Description: Smart Links that have been successfully connected are currently not fetching any documents.
- Workaround: There is no known workaround.
- Status: We are working to resolve this issue on high priority.
- Issue ID:
RESOLVED - Radio options on fillable forms appear blank on subsequent visits
- Added 02/12/20
- Description: If the fillable form you are entering information in has a radio button, then on a subsequent visit, any radio buttons that were previously selected will appear blank.
- Workaround: You can fill out the form in a single session then sign/review the document without navigating away from the page. Alternatively, if you plan to fill the form over multiple sessions then you can use TaxCaddy mobile app for iOS and Android.
- Status: This issue was resolved on 02/16/202
- Issue ID:
RESOLVED - Amount values with a comma appear as "0" (zero) in a Fillable Organizer Template
- Added 01/24/20
- Description: When completing a fillable form, amount appears as 0 (zero) if the amount entered includes a comma (i.e. 20,000).
- Workaround: Do not use a comma when entering amounts.
- Status: This issue was resolved on 02/16/202
- Issue ID:
RESOLVED - Some users are seeing blank pages in the Document Viewer from Firefox
- Added 02/13/20
- Description: Certain documents appear blank in the Document Viewer when using the Firefox browser.
- Workaround: Use another supported browser (i.e. Chrome, Edge, Safari), or download the document on a secure device then view it on a PDF Viewer like Acrobat Reader.
- Status: This issue was resolved on 02/16/2020
- Issue ID: TCSUP-1472
RESOLVED - Viewing Tax Return does not remove it from the Tax Pro Request
- Added 01/21/20
- Description: Viewing a Tax Return does not remove it as a requested item under the Tax Pro Request panel on the Overview screen.
- Workaround: There is no known workaround.
- Status: This issue was resolved on 01/29/2020
- Issue ID: MTHU-6413
RESOLVED - [iOS] Signature icon not appearing
- Added 7/30/19
- Description: On iOS, the floating Signature icon does not appear on the document if it was opened from the Overview screen. This only occurs if you only have a single requested document available on the Overview screen.
- Workaround: To sign the document, open the document from the Documents screen instead.
- Status: We are working to resolve 09/12/2019 on iOS 3.8
- Issue ID: TCM-2592
RESOLVED - Unable to switch documents from the Document Viewer
- Added 08/16/19
- Description: Unable to switch between documents in the Document Viewer from the drop down menu located on the upper right corner.
- Workaround: Open the document directly from the Document screen.
- Status: This was resolved 08/19/2019.
- Issue ID: MTHU-5752
RESOLVED - Small percentage of users experiencing problems with fillable PDFs
- Added 1/25/18
- Description: A small percentage of users are experiencing an issue in which TaxCaddy is not saving the data they provide in fillable PDFs.
- Workaround: If you encounter this issue, please notify your tax professional. There are instructions for them to resolve this in their Help Center.
- Status: This was resolved 07/11/2019.
- Issue ID: MTH-4163
RESOLVED - Unable to sign documents as a spouse
- Added 2/20/19
- Description: Some spouses are unable to sign the documents. This happens when a user and their spouse sign up with TaxCaddy with individual accounts rather than through an invite sent by the spouse. Once the user does add their spouse, it adds them as an additional user instead of Spouse.
- Workaround: Please contact TaxCaddy Support to manually resolve this issue.
- Status: This was resolved 04/09/2019.
- Issue ID: MTH-3299
RESOLVED - New subcategory does not appear automatically
- Added 3/7/19
- Description: When uploading a document, you have the option to create a subcategory. Once you add the subcategory, it does not appear automatically.
- Workaround: Please refresh the page to resolve this issue.
- Status: This was resolved 04/09/2019.
- Issue ID: MTHU-4969
RESOLVED - Unable to scroll at certain locations where scrolling is required to see the full list
- Added 2/6/19
- Description: Certain panels on the screen would get cut off or not be visible due to a missing scroll bar or an out of reach element on the screen.
- Workaround: No known workaround yet.
- Status: This was resolved 01/24/2019.
- Issue ID: MTHU-4805
RESOLVED - Header and Footer panel not appearing on Document Viewer
- Added 2/6/19
- Description: Header and Footer information not appearing for Requested and Uploaded documents.
- Workaround: No known workaround yet.
- Status: This was resolved 01/24/2019.
- Issue ID: MTHU-4805
RESOLVED - Unable to add a document by sharing it with TaxCaddy on mobile if you manage multiple accounts
- Added 1/29/19
- Description: If you are a TaxCaddy user who manages multiple accounts, this applies to your account. When opening a document on mobile phones in another application other than TaxCaddy, such as your email, if you share it with TaxCaddy, it won't import.
- Workaround: Add the document from within TaxCaddy rather than sharing it with TaxCaddy from another document.
- Related article: Importing saved or downloaded documents on your phone with TaxCaddy
- Status: This was resolved 01/24/2019.
RESOLVED - Deleting documents via the pick list causes error message
- Added 5/2/18
- Description: Deleting a document that was summoned via the pick list will cause an "Oops, something went wrong!" error.
- Workaround: Despite the error, the document will be deleted successfully. Click on the refresh button to return to TaxCaddy.
- Status: This was resolved 01/24/2019.
RESOLVED - TaxCaddy occasionally closes when completing the questionnaire
- Added 11/15/18
- Affected Product: TaxCaddy
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Description: TaxCaddy occasionally closes or logs out while the user is completing the questionnaire.
Workaround: No known workaround yet. - Status: This was resolved 01/24/2019.
- Issue ID: MTH-3892
RESOLVED - Tabbing through fillable PDFs not working as expected
- Added 3/15/18
- Description:When viewing a fillable PDF, users can use Tab on their keyboards to move to the next fillable field. However, the order the fields are selected isn't consistent.
- Workaround: Click in the appropriate field you want to edit.
- Status: This was resolved 11/26/2018.
RESOLVED - Clicking the Back link in document viewer page exits TaxCaddy when visiting from a direct URL
- Added 6/15/18
- Description: The Back link from a document viewer page does not work as expected when visiting the document page directly from a permanent URL (e.g. Bookmark, Copy/Paste). Clicking the link will cause you to exit out of TaxCaddy.
- Workaround: No known workaround yet.
- Status: This was resolved 11/26/2018.
RESOLVED - Enabling notifications that were previously disabled does not work as expected
- Added 6/6/18
- Description: Enabling notifications that were previously disabled by the user does not work, even though the notifications appear to be enabled.
- Workaround: No known workaround yet.
- Status: This was resolved 11/26/2018.
RESOLVED - Using ampersand "&" in a password causes log in error on iOS devices
- Added 8/20/18
- Description: Users with an ampersand symbol "&" in their password are unable to log in on an iOS device.
- Workaround: Log in to TaxCaddy on the web, or reset the password to another password without the "&" symbol.
- Status: This was resolved 11/15/2018
- Issue ID: TCM-1368
RESOLVED - Uploading from Google Drive in the Android TaxCaddy app is not working
- Added 3/2/18
- Affected Product: TaxCaddy for Android
- Description: Some users are unable to connect to Google Drive when selecting Upload from Google Drive in the Android TaxCaddy app.
- Related article: Uploading documents
- Workaround: Open the document in the Google Drive app and then share it with TaxCaddy. See this article for more information on doing this.
- Status: This was resolved 6/22/2018
RESOLVED - Issue listing multiple connection requests
- Added 1/4/18
- Description: When you receive multiple connection requests from more than one tax professional, you can only see one connection request at a time. You can skip to the next request, but you can't go back without refreshing the page.
- Workaround: Refresh the page to start at the first request.
- Status: This was resolved on 3/15/18.
RESOLVED - Users receiving "Document loading error" when opening some documents
- Added 1/25/18
- Description: When opening a document, you may see an error message in the PDF viewer with the title WebPDF Viewer and message Document loading error.
- Workaround: Clear your browser's cache and cookies to resolve this issue. For information on how to clear your cache and cookies, please see the following links to articles provided by the respective software's websites. Please note that these sites are not maintained by the TaxCaddy team. Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari.
- Status: We have identified and solved the cause of this problem in January 2018; however, if you saw the error before we solved the cause, you will need to perform the workaround above.
RESOLVED - Signing up as a spouse with mobile apps not working as intended
- Added 2/16/18
- Description: When signing up as a spouse with the TaxCaddy mobile app, the account will not be created correctly.
- Workaround: If signing up with TaxCaddy as a spouse, please use a browser on a PC, Mac, or tablet.
- Related article: Adding and removing additional user accounts.
- Status: This issue was resolved on 2/19/18.
RESOLVED - Word documents that are converted to PDF can't be opened
- Added 11/28/17
- Description: Word documents that are converted to PDFs and added to TaxCaddy can't be opened.
- Workaround: Native PDFs are working normally.
- Status: Resolved 1/22/18.
RESOLVED - Connection requests from firms without logos cause the Android mobile app to crash
- Added 12/4/17
- Description: When you receive a connection request from a firm that doesn't use a logo in TaxCaddy and you attempt to log in to TaxCaddy with the Android mobile app, the app will crash.
- Workaround: Please log in to TaxCaddy on the web and respond to the request. Once the request has been accepted, you can use the Android mobile app like normal.
- Status: Resolved.
RESOLVED - Forgot Password not working in TaxCaddy mobile apps
- Added 9/28/17
- Description: During the Forgot Password process in the TaxCaddy mobile apps, TaxCaddy is unable to load security questions. Because of this, the process can't continue.
- Related article: Resetting your password
- Workaround: Please use a browser to reset your password rather than the TaxCaddy mobile apps.
- Status: Resolved 10/6/17.
RESOLVED - TaxCaddy occasionally crashing when opening PDFs in Chrome
- Added 9/27/17
- Description: TaxCaddy is occasionally crashing when opening PDFs in Chrome. While Chrome loads a PDF, an error screen will appear that says "Aw, Snap! Something went wrong while displaying this webpage."
- Workaround: If you see this error, you can try again or use a different browser.
- Status: Resolved 10/2/17. If you see this issue, please ensure your browser is up-to-date.
RESOLVED - Moving documents fails and causes an error message
- Added 9/15/17
- Description: When you attempt to move a document to a different category, the move fails, and you see a screen that says "Oops, something went wrong!"
- Related articles: Moving documents to other categories.
- Status: Resolved 9/28/17.
RESOLVED - Push notifications not working on the web
- Added 9/21/17
- Description: Push notifications are no longer being sent on the web.
- Workaround: Email and mobile push notifications are working as normal.
- Related articles: Updating notification preferences
- Status: Resolved 9/26/17.
Comments
38 comments
The issue Moving documents fails and causes an error message has been resolved and added to this article.
The issue TaxCaddy occasionally crashing when opening PDFs in Chrome has been resolved and added to this article.
The issue Forgot Password not working in TaxCaddy mobile apps has been resolved and added to this article.
The issue Connection requests from firms without logos cause the Android mobile app to crash has been resolved and added to this article.
The issue Word documents that are converted to PDF can't be opened has been resolved and added to this article.
The issue Signing up as a spouse with mobile apps not working as intended has been resolved and added to this article.
The issue Users receiving "Document loading error" when opening some documents has been resolved and added to this article.
The issue Issue listing multiple connection requests has been resolved and added to this article.
The issue Uploading from Google Drive in the Android TaxCaddy app is not working has been resolved and added to this article.
The issue Using ampersand "&" in a password causes log in error on iOS devices has been resolved and added to this article.
The issue Clicking the Back link in document viewer page exits TaxCaddy when visiting from a direct URL has been resolved and added to this article.
The issue Enabling notifications that were previously disabled does not work as expected has been resolved and added to this article.
The issue Tabbing through fillable PDFs not working as expected has been resolved and added to this article.
The issue TaxCaddy occasionally closes when completing the questionnaire has been resolved and added to this article.
The issue Deleting documents via the pick list causes error message has been resolved and added to this article.
The issue Unable to add a document by sharing it with TaxCaddy on mobile if you manage multiple accounts has been resolved and added to this article.
The issue Header and Footer panel not appearing on Document Viewer has been resolved and added to this article.
The issue Unable to scroll at certain locations where scrolling is required to see the full list has been resolved and added to this article.
The issue New subcategory does not appear automatically has been resolved and added to this article.
The issue Unable to sign documents as a spouse has been resolved and added to this article.
The issue Small percentage of users experiencing problems with fillable PDFs has been resolved and added to this article.
The issue Unable to switch documents from the Document Viewer has been resolved and added to this article.
The issue [iOS] Signature icon not appearing has been resolved and added to this article.
The issue Viewing Tax Return does not remove it from the Tax Pro Request has been resolved and added to this article.
This issue Smart Links not fetching documents has been resolved and added to this article.
The issue Fillable PDF data not being saved after the document is signed, reviewed or uploaded (via Complete Form) has been resolved and added to this article.
The issue Smart Links needs attention notification has been resolved and added to this article.
The issue Unable to select a different country when entering spouse's phone number has been resolved and added to this article.
The issue Option to pay tax payments by check is temporarily unavailable has been resolved and added to this article.
The issue Certified Mail tracking number for payments doesn't appear in the email has been resolved and added to this article.
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