Unlocking a Gather Request for a Client

If a client fails to enter the proper access code three times, the Gather request is automatically locked. This is a security feature to prevent unauthorized access. When a Gather request is locked, an email notification is sent to the taxpayer and the firm. The Gather request unlocks automatically after 5 minutes, or a firm user can manually unlock the request.

Client View

After 3 unsuccessful attempts, the taxpayer receives the error message below. This error message continues to appear even if they close and re-open the link.

The client can choose between:

• Waiting five minutes and then requesting a new access code via the organizer landing page.
• Contacting the firm to unlock the organizer.

Locked Account Notification

Client Email

Firm Email

Unlocking the Gather Request

1. Navigate to the Delivered report. 
2. Click Unlock Gather Request.
   • This option is only available if the Gather Request or the Client Portal is locked.
3. Click Unlock Direct Document OR
4. Click Unlock Taxpayer Client Portal OR
5. Click Unlock Spouse Client Portal. 

Access Code Tips for Taxpayers

1. Click the Send Code button.
   • This sends an access code to the taxpayer's email or phone. 
   • Only click the button once to prevent multiple codes from being generated. 
   • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.
2. Copy/paste the access code to prevent typos.
3. Click Confirm.

Please see our Access Codes Explained article for additional tips/tricks and troubleshooting information. 

Access Code Tips for Users 

The firm can generate an access code and provide it via phone or email to the taxpayer, if necessary. This code expires after 20 minutes, after it is used, or after a new code is generated. 

Gather Request

1. Click the More Action Items (...) icon.
2. Click View Access Code to open the Access Code window. 
3. Click the Direct Document tab. 
4. View the most current access code OR
5. Click Generate Access Code to generate a new code for the taxpayer.

Client Portal

1. Click the More Action Items (...) icon.
2. Click View Access Code to open the Access Code window. 
3. Click the Client Portal tab. 
4. View the most current access code OR
5. Click Generate Access Code to generate a new code for the taxpayer.