Locked documents

If you find that a document is locked (read: not viewable or downloadable), it means that you must first pay the invoice. Locked docs are uploaded by your tax preparer—and to unlock them, you need to make a payment. Once you’ve paid the bill for the work performed on the document, you can instantly view it and download it.

Unlock documents from the portal

Web Mobile

If the document is locked, you will see the Awaiting payment notification in Your to-do list on your Home page. You will also see a lock icon next to it in the document list.

To unlock the file:

1. Click Pay invoice in the Your to-do list block or click the document name in the document list.

2. Review the invoice information and click Pay.

Enter your personal details and your credit card/bank account information, and proceed with payment. Once payment has been made, the document will be instantly unlocked. You will now be able to view and download it.

To unlock a document:

1. Tap its name, then click Pay invoice.

2. Review the invoice information, then tap the Pay button.

3. Select the payment method, then enter your card/bank account info and proceed with the payment.Once the payment has been made, the document is unlocked instantly. You will now be able to view it and download it.

   

Unlock documents via email link

If you received an email notification about a locked document waiting for your signature or approval, you can click the link in the message to view it. 

If the document is locked you will see the Pay Invoice sidebar.

To unlock the file:

1. Review the invoice information and click Pay.

2. Enter your personal details and your card details/bank account, and proceed with the payment.

3. Once payment has been made, the document will be instantly unlocked. You will now be able to sign or approve it.

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