Thank you for that info--in this case, it was a relatively new client, so being able to access previously uploaded information was not a priority. We don't use Link as storage anyway, but I can see that that would not be optimal if you did. To clarify further, this issue cannot be resolved by sending another request because that takes the client right back to the login page that is not recognizing them. I did find the solution to this problem when a second client experienced it.

The problem occurs if they are logged into another Intuit product in a separate tab. I realized this because our office uses QuickBooks Online, and we cannot use that and Link properly from the same browser. The second client to experience this problem also had QBO open, and as soon as they closed it they were able to log in. May be a browser-specific issue; I use Firefox.

P.S., I've also never experienced an issue with clients logging in directly from the generic log-in page to access the new tax year's documents--it takes them right there.