The taxpayer is using my branded Taxes To Go app, but I can’t see them in my queue

The taxpayer is using my branded Taxes To Go app, but I can’t see them in my queue

If you are trying to pull in a Taxes To Go return from your Branded App Queue but aren't able to find it in the list, there are a few troubleshooting steps we recommend:




Verify the taxpayer has submitted their information to you.
You can do this by checking the Taxes To Go report in Web Reports. (If you're unfamiliar with Web Reports, click here for more info.) A taxpayer who used your Taxes To Go referral link to download and create an app account will be listed on the web report, along with the timestamped actions they've performed in the app.

If the taxpayer has submitted their documents to you, you will see an App Submit Date time stamp next to their information.
If you do not see a submit date, call your taxpayer and guide them to the Submit option in the My Tax Return section of Taxes To Go. Until the app information is submitted to you, the app return will not be available in your Branded App Queue.

Check to ensure that the email address in the Taxes To Go Web Report is the same one the taxpayer used to create their Taxes To Go account.
If the taxpayer created their app account with a different email address than the one you sent the referral link to, the app they are using will be the generic app, not your branded app. Return information sent using the generic app will not show in your branded app queue.

If they did not use the same email address, or if the email address they used was mistyped, you will need to manually pull in the Taxes To Go return.
  1. Ask your taxpayer for the email address they used and their Tax Code. They can find both of these under the Settings tab in their app.
  2. Manually pull in their Taxes To Go return using Import App User for ProWeb or Pull From Pro App under the Tools menu for Desktop.