TaxesToGo Questions and Troubleshooting
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Articles in TaxesToGo Questions and Troubleshooting
TaxesToGo: Taxpayer requesting to have their information removed
If a taxpayer is requesting that their information be removed from the TaxesToGo app, the taxpayer needs to log into their TaxesToGo app and navigate to Settings.
TaxesToGo User Guide
The TaxesToGo mobile app allows your clients to get their taxes done easier than ever before.
Why Do The TaxesToGo Chat Messages Stay Bold After They Have Been Read?
TaxesToGo chat messages remain in bold type until they are read by the preparer that created the tax return associated with the client who used the app.
Can a Foreign Phone Number Be Used For TaxesToGo?
TaxesToGo is Tax Processors Plus's mobile app that allows taxpayers to submit tax information to their preparer, saving both the taxpayer and the preparer time.
TaxesToGo: The taxpayer says they signed documents but I do not see the signature
While the TaxesToGo app and the Customer Portal are separate systems, they share a similar signing space.
TaxesToGo: How long does it take for a return to show in my branded app queue after it’s submitted?
If a client is using your branded TaxesToGo app, when they touch the Submit button to submit their return information to you it arrives in your TaxesToGo queue nearly immediately.
TaxesToGo: Tax Processors Plus TaxesToGo Manuals and FAQs
How do my customers get the branded app?
TaxesToGo Referral Link
The TaxesToGo mobile app allows your clients to get their taxes done via their mobile device.
TaxesToGo: Unable to submit return at this time
If the taxpayer is using Tax Processors Plus's TaxesToGo app and upon touching the Submit button receives a message "Unable to submit return at this time", tell them to go back through the app and ensure all the required information has been entered.
I don't see how to send documents to the taxpayer to be signed
The best way to verify the e-mail address the taxpayer used in the app is to look at the TaxesToGo web report.
Where do I get the Referral Link for my Branded TaxesToGo App?
The Referral Link for the branded TaxesToGo app is available in your Account Hub .
TaxesToGo: What are the phone requirements to use the TaxesToGo Mobile App?
Minimum mobile phone requirements to use the Tax Processors Plus TaxesToGo® mobile app.
TaxesToGo: Can I create a return pulling info from prior year and still use the TaxesToGo Mobile App?
In both Tax Processors Plus and Tax Processors Plus Online you have the ability to associate an existing return with information the taxpayer has sent via TaxesToGo.
TaxesToGo: My client downloaded the generic TaxesToGo app. Can I switch it to branded?
Once a generic TaxesToGo app account has been created, i.e. the taxpayer doesn't see your branding in the app, there isn’t a way to switch the account to your branding.
TaxesToGo: I pulled a TaxesToGo app return into the program, but I need to start over. Can I pull it again?
In both Tax Processors Plus Desktop and Tax Processors Plus Online, if you delete (Desktop) or deactivate (Tax Processors Plus Online) the tax return the app return will revert to the TaxesToGo queue for you to pull again.
TaxesToGo: Can I create a new app account with the same email and phone number?
TaxesToGo accounts are created based on email address.
TaxesToGo: Does the information from the documents sent in TaxesToGo automatically upload into the data fields in the program?
Taxpayer documents submitted via TaxesToGo are images, and the information in an image does not automatically pull into the tax return.
TaxesToGo: Will information from last year’s app pull forward into this year's app?
For security purposes, every year we discard the data entered into the prior year’s app.
TaxesToGo: Why don’t I see my branded TaxesToGo app in the app store?
Your branded TaxesToGo app is not in the app store.
TaxesToGo: Why isn't my customer's return showing in my TaxesToGo queue?
If a taxpayer is using the TaxesToGo app with your company's branding on it, when they submit their information it will arrive in your TaxesToGo queue within seconds.
TaxesToGo: How does a taxpayer get my branded app?
For your clients to use your branded TaxesToGo app, they need to click your Referral Link that you've sent them.
TaxesToGo: I sent documents to the app to be signed, but the taxpayer doesn't see them.
First, we recommend trying to send the documents to be signed again.
TaxesToGo: The signatures aren't showing in the tax return, but the taxpayer signed in the app
If it's still not working right after all of the above has been tried, please call Tax Processors Plus Support at (855) 698-0691.
TaxesToGo: I can't see the chats for my TaxesToGo users
The TaxesToGo chats only show for the app returns you have claimed.
TaxesToGo: The taxpayer can’t create their TaxesToGo account because they aren't receiving a code
If the taxpayer isn't receiving a code, it's possible there is a delay in the MFA system, or it's possible their mobile number or e-mail address aren't receiving the code for an unknown reason.