Intuit Link

[TG13]

Good Morning:  I use Intuit Link in my Proseries Business- I logged into my account and all of the documents that my clients have uploaded are gone. Never had this issue before.  Any help would be appreciated 

[ljr]

left side check that you are in 2025 or that the client didn't upload to the wrong year

[GodFather]

A couple suggestions:

- First, reboot your computer. 

- Next are you sure you're in the correct tax year?

I use Link and have had no issues.  Good luck.  

[TG13]

Thank you-  tried that one already-  nothing there. I have been on phone with support now for about an hour - 

[GodFather]

That does stink.  Good luck.  Hope the files show up. 

[IntuitKate]

Hi @TG13   Please make sure you are using the most updated version of ProSeries. Here are two knowledge base articles you can review: 1. Resolving ProSeries error: Cannot locate file.  2. Restoring missing or deleted client files in ProSeries It may or may not assist in this situation.  You can reconnect with support as they are best equipped to assist in this situation, they'll be able to remote in and get a file.  Thanks again for being a part of the Community! 

[TG13]

Thank you for you information and links.  I worked with IT for several hours, but we were unable to get the uploaded docs my clients had already sent over. I had to start over again and sent out a new link and informing the clients that had uploaded documents to reload them- I am up and running so pressing forward in this tax season.  

Again thank you to everyone 

[Vikki21]

Hi, I saw your issue with Intuit Link.  I logged in on April 2 to see ALL of my 234 clients accounts were now set to INVITE.  I have been using this platform since 2014 with no issues, and now I can not access any client folders.  Are you saying that you had to start over from scratch?

When you re-invited your clients, was their historical data restored?  Or it was just a 2025 folder issue?

Thanks.

[TG13]

Thank you for your reply.  That is correct, I was unable to retrieve any uploaded documents that my clients have already uploaded for 2025. I decided not to use Intuit Link - so I did not reinvite everyone- I did not trust the system.  I had to send out an email to all of my clients with an apology and also to not use the link.  This was very humiliating.  

[Vikki21]

Thanks.  It has been frustrating to say the least.  I have used Intuit Link since its inception and have never had a problem until April 1 (some joke, huh?).  I have spoken with Intuit several times and they can't figure it out.  They keep resorting to a login or email issue, but it is a software issue.  I even asked if they had been hacked and are not disclosing it.  they keep saying "not to my knowledge".  I asked if they had any information as to other users having issues with Intuit Link and they keep telling me no, but you also were having issues, so we know there are more than 1 having a problem.

Thanks for the info.  I'm going to keep pushing the issue until they fix it.  There is too much historical data on the portal for me NOT to be able to get to it.  It makes me a little nervous that all of that data is out there and no one can see it or get to it; which leads me to believe there is something more than a software glitch.

[Skylane]

FWIW, though I’ve used IL for 10+ years, I’ve never trusted it for document storage… never trust a platform you don’t own… or control… i download everything to my own filing system… much happier… much safer

[Vikki21]

I agree.  I definitely download the docs to an electronic storage system unrelated to IL.  It's just difficult to upload docs back to the client when I can't find them.  Hopefully they will get it figured out, they finally had someone call me who understands what I am trying to tell them.

[Skylane]

Any chance your email address or Intuit acct info somehow changed in the system? Or you have another IL login? For some reason I have 2 or 3 “company” logins that appear… there seem to be multiple iterations (that I probably screwed up) over the years…

[Vikki21]

I do have two different logins, one for Pro Series and one for IL (because when Intuit first introduced IL, it was NOT incorporated into the Pro Series software, it was a free standing website, and I still use the free standing website, not through the tax software).  But the issue is NOT that it isn't working, the issue is the DASHBOARD that lists all the clients is compromised/not updating or accurate, but the client activity column down the right side of the dashboard is working and up to date.  It's a software glitch/bug that I finally got someone in software department to see/agree.  They are supposedly working on it.  I just have to use the emails that i receive from Intuit stating a client has uploaded documents to get to the folder where the documents are.

I hope that make sense.  sometimes its easier to see than imagine.  

[Skylane]

Bummer............

Tax preparation is easy... Technology is not!