Client Cannot Upload Documents

[NJUser]

• The client created an account using the link provided
• On the screen it shows that there are 84 "To Do" items for the client
• Also shows the Tax Preparator's name in the "Accountant" box

But when the client click on the "To Do", get's the following message:

Hello There 
You Have Found Intuit Link
As a taxpayer, you will be able to easily gather and share tax documents with your accountant.  But first, you need to ask your accountant to invite you. 
If you have already been invited by your accountant, then sign-out and then sign in with the email address your accountant used to invite you.

Removing cookies for Intuit from the browser did not help.  Client is using Chrome Browser Ver 80, which is the latest version.

How does the client upload documents?

Thank you

[itonewbie]

Did your client happen to have changed the email address from last year?

[NJUser]

No - this is the first time the client is using Intuit Link.

[itonewbie]

Ok, another question (and there may be more).

Did your client use the hyperlink in the invitation email (which has a token) to create that account for Link?  If not, that could be the problem.

There are many things that could go wrong with Link (as you can read from this forum).  That's why many shy away from using it and resort to keeping their own client portal despite the lack of integration.

[NJUser]

Yes - the client did use the Link that he received in the email to create the account.

Now that client has created the Intuit Link account, I doubt he can undo it. 

So, what can be done now? 

[itonewbie · Accepted solution]

One way is to try again by deleting that invite and starting from scratch.  Nothing is lost since your client hasn't yet submitted any data.

[NJUser]

Thank you.  Will try that.

[NJUser]

It worked!!

Thank you for providing the guidance - really appreciate it.

[itonewbie]

Glad it works for you!  Have a great weekend!

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