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eSignature Error

Level 1

I completed my granddaughters tax returns and sent the 8879 form for her to sign electronically and she keeps getting an error message saying Couldn't find a match.  She entered all of her information correctly; DOB, address, city, state, last 4 of SSN.  Is there an issue with the eSignature function as I would like to get her returns submitted as soon as possbile.

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