What to do if you cannot login

If you are unable to login to your Tax Processors Plus Online office, please use these tips to regain access.

Has your Tax Processors Plus Online office been created yet?

If you need your office login or initial access, contact Tax Processors Plus support. These instructions are for signing in to an existing office.

Are you using the correct Username and/or Password?

Forgotten or mistyped usernames or passwords are the most common reasons that users cannot access their accounts. Select Forgot Username and/or Forgot Password to ensure you are using the correct combination.

Is your Username marked "Active" in the Preparer Menu?

If you see a message that your username is not active or has been disabled, see if there is anyone else in your office who can do the following steps:

• Log in
• Navigate to the Preparer Menu
• Check the Active check box for your username

If no one in your office has access to the program, or you are the only one in your office and you don't have access, contact Tax Processors Plus Online Support at (855) 698-0691. We can help you regain access to your program.

Are you logging in at the correct website?

If the program is not recognizing the username, or displays a message that says Your Username is not active at this location, it is because you are not at the correct website.

Use the Tax Processors Plus Online login linked on the TPP website, or the office-specific link supplied by your administrator. Verify that you are using the correct office link before signing in.

Are you being told "You cannot login from this location"?

If you see a message in red telling you "You cannot login from this location" followed by your IP address, most likely IP address verification has been enabled in Office Setup, and either (a) your IP address is not in the list of allowed addresses or (b) IP address verification has been enabled in error.

If no one in your office has access to the program, or you are the only one in your office and you don't have access, contact Tax Processors Plus Online Support at (855) 698-0691. We can help you regain access to your program.

Otherwise, if someone is logged in and able to access Office Setup under Configuration, have them uncheck "Force Verification of IP Address" if it's been enabled in error or add the IP address to the IP Address Whitelist menu under Configuration.