I can’t log in (email or password issues)

Table of Contents

I don’t receive OTP email codes
2fa authenticator app code doesn’t work
I’ve upgraded my phone and cannot access authenticator app
I’ve lost access to my email or phone
Account was deactivated
Reset your password

Learn about what issues can prevent you from logging in to your client portal and how to address them.

I don’t receive OTP email codes

Check your spam folder
Wait up to 10 minutes for delivery
Click Resend code (available every 1 minute). Clicking Resend code will immediately invalidate any previously sent codes and generate a new one.
Try SMS backup if you have a phone number in your contact information or have configured it manually

Warning

After a certain number of incorrect code entries, you’ll need to request a new code. If you request a certain number of codes without successfully logging in with any of them, your account will be temporarily locked. When one method’s limits are exhausted, you’ll be offered to switch to another available method. If limits for both email and SMS are exceeded, contact your firm, or click the Contact us button.

2fa authenticator app code doesn’t work

The code in the app changes every 30 seconds. If TaxDome doesn’t accept it, wait for a new code and try again. If the issue persists, contact your firm.

Authentication codes rely on Universal Time (UTC). If the device generating your one-time password is out of sync, codes may not work.

Check your device’s Date & time settings and ensure Set time automatically is turned on.

I’ve upgraded my phone and cannot access authenticator app

If you use an authenticator app, you need to transfer your account to your new device:

On the old device:

Open Google Authenticator (instructions vary for other apps).
Tap the three horizontal lines in the upper-left corner.
Select Transfer accounts.
Tap Export accounts.
Choose the TaxDome account and tap Next.
A QR code appears on screen.

On a new device:

Install Google Authenticator.
Open the app and tap Get Started.
Select Import existing accounts.
Scan the QR code from your old device.

I’ve lost access to my email or phone

If you no longer have access to your email or phone, contact your firm. They can temporarily allow you to sign in without verification (one-time bypass).

If they grant you emergency access, you’ll be able to sign in once without entering a verification code. After signing in this way, you’ll be prompted to set up SMS backup immediately for future emergencies.

Account was deactivated

If you see the message Your account was deactivated when trying to log in:

Your firm has deactivated your account access
This means you can no longer view documents or access the client portal
Most likely, your data has not been deleted—it’s preserved by your firm

Contact your firm directly to ask why your account was deactivated and whether it can be reactivated. They may have archived your account in the system after completing your tax return or services.

Reset your password

If you’ve forgotten your password but remember your email address, follow these simple steps:

Click this direct link to reset your password, enter your email address, then click Get reset link.
Check your email inbox for a message from [email protected] , then click on the Reset password link. Note: This link expires after 24 hours.
Create a new strong password that meets our security requirements . Enter the password twice to make sure there are no mistakes, then click on the Set new password button.

Security Warning
Only open emails from [email protected] and only click links that direct to taxdome.com domains to avoid phishing attempts. Always verify the sender’s email address and link destination before clicking.

Why your password may be rejected

As part of our security protocols, TaxDome actively checks passwords against databases of publicly exposed credentials like Have I Been Pwned to ensure they haven’t been compromised in known data leaks from other websites or services.

If your chosen password is found on one of these lists, you’ll receive an error message and will need to create a different password, even if it meets our complexity requirements. This helps prevent unauthorized access through credential stuffing attacks, where hackers attempt to access accounts using credentials stolen from other services.

We do not store or share your password during this process—it’s securely checked using industry-standard methods.

TaxDome is SOC 2 Type II certified, which means our platform is regularly audited for security, availability, and data protection practices. Our commitment to security includes:

Session resets as part of routine security improvements
Blocking passwords found in public data sources
CAPTCHA and rate-limiting protections
Enterprise-grade network security.

You can visit Have I Been Pwned at any time to check if your email address has been involved in a known data exposure.

Can’t find the password reset email?

Check your email address. Carefully review your email address to ensure there are no typos or mistakes, such as missing letters or incorrect punctuation.
Check the spam folder. If you haven’t received our emails, check your spam folder.
Add our email address to contacts. Sometimes, email providers block automatic messages from the system, considering them “unknown.” To resolve this, add the email address [email protected] to your contacts or safe senders and try requesting the password reset link again.

Don’t remember which email you used?

Contact your firm directly as they can help identify your account and initiate a password reset for you.

Account locked due to too many attempts?

If you’ve entered incorrect credentials 10 times in a row, your account will be locked for 30 minutes for security purposes. Wait for the lockout period to end or contact your firm for assistance.