Fehlersuche für Ihre Kunden

Wenn Ihre Kunden Probleme mit Mandantenportal haben, geben Sie die Lösungen aus diesem Artikel an sie weiter. Hier werden die gängigsten Fälle behandelt, um Ihnen Zeit zu sparen.

Allgemeine Fehlersuche für Kunden

If your clients face any type of error or if a feature isn’t functioning as expected, we recommend to begin with the basic troubleshooting steps: using incognito mode, clearing cookies and cache, and changing the browser. 

Article to share with clients

Vor der Steuersaison: Erinnerung an das Kundenpasswort

Sometimes, clients who don’t interact with your firm throughout the year may forget the password for their client portal accounts. It becomes a problem when, on the eve of tax season, they need urgently to perform some action in the portal, such as filling out an organizer.  To avoid the issue, you can create an email template explaining how to reset their account password and send it to your clients in bulk right before the tax season. Copy the following text of the email, replace the data in square brackets and save it as a template :

************** KOPIE FÜR KUNDEN *************

Betreff der E-Mail: Zurücksetzen Ihres Mandantenportal Passworts für die kommende Steuersaison

Hello [CONTACT_NAME], We hope you’re well and prepared for the upcoming tax season! To make this year’s filing process as smooth as possible, we want to ensure you can easily access your client portal to view important documents and updates. If you’ve forgotten your password, don’t worry—it’s quick to reset! Just follow these steps:

• Go to our firm’s login page here: [insert firm’s login page link].

• Klicken Sie auf Passwort vergessen unter dem Passwortfeld.

• Geben Sie die mit Ihrem Konto verknüpfte E-Mail-Adresse ein und klicken Sie dann auf Passwort zurücksetzen.

Check your email inbox for a password reset link and follow the instructions. Once your new password is set, use it to log in to the portal. If you experience any issues or have questions, please feel free to contact us—we’re here to help! Looking forward to working with you this tax season,

[Ihr Firmenname / Teamname]

************** END OF COPY FOR CLIENTS *************

Then, send emails using the created template . You can send emails in bulk from the Accounts page using the Last login > Last year filter to quickly identify a segment of customers who haven’t logged in since the last tax season. 

Die häufigsten Kundenprobleme

Below, you will find instructions for solving a client’s problem and materials you can share with clients when they are facing a particular challenge.

Clients aren’t receiving OTP email codes

Article to share with clients

If clients aren’t receiving verification codes via email, in addition to the steps listed in the article above, guide them through the following troubleshooting steps:

• Check spam or junk folders: Verification emails may be filtered by the email provider. Ask clients to check spam/junk folders for emails from security@taxdome.com .
• Whitelist TaxDome emails: If emails are being filtered, clients should whitelist security@taxdome.com to ensure delivery. For detailed instructions, ask them to refer to the article on whitelisting TaxDome emails .
• Check suppression list: Navigate to the client’s account and open the Info tab. If the email address is suppressed, it will be visually indicated. Contact TaxDome support at success@taxdome.com with the client’s name and exact email address to request removal from the suppression list.

Clients lost access to 2FA app

If clients have lost access to the app that verification codes are sent to and can’t get into their account, you can temporarily disable additional authentication for them.

Kunden können nicht Anmelden

Article to share with clients

You can also reset clients’ passwords yourself. 

Kunden fragen nach Login-Link

Article to share with clients

Your clients can use just the TaxDome login page if white labeling isn’t important for you: https://app.taxdome.com/login . You can also use your firm’s URL if you set the custom domain . 

Kunden können nicht das richtige Konto auswählen, um Anmelden

Article to share with clients

Kunden mit mehreren Konten, die für dieselbe E-Mail eingerichtet wurden, könnten verwirrt werden und sich beim falschen Konto anmelden.

Kunden erhalten Sicherheitswarnung

Article to share with clients

Sometimes, clients mistakenly add the “www” prefix before their client portal URL. As a result, they get a security warning, e.g., “Your connection is not private” (Google Chrome). Removing “www” and reloading the page is sufficient to fix it.

Specific cases (Log in as client)

The Log in as client feature is suitable for guiding clients in specific cases through various actions in their portal. By viewing exactly what they see, you can provide clearer instructions. You can also record a quick video to visually guide them through the steps.