PROBLEMS SIGNING IN TO MY ACCOUNT

REWING4877
REWING4877 Member Posts: 7 Newcomer
edited April 1 in Filing my taxes

I AM UNABLE TO SIGN IN TO MY FREETAXUSA ACCOUNT. THE EMAIL ADDRESS I USED TO CREATE MY ACCOUNT, HAS BEEN DEACTIVATED BY MY EMAIL PROVIDER. AND SINCE I FAILED TO REGISTER A PHONE NUMBER WHEN I ESTABLISHED MY ACCOUNT, I AM UNABLE TO RECEIVE THE CODES THAT NEED TO BE ENTERED TO COMPLETE THE VERIFICATION PROCESS, AND GAIN ACCESS TO MY ACCOUNT. I POSTED THE DETAILS OF MY LOG IN ISSUES ON THE FREETAXUSA COMMUNITY DISCUSSION PAGE, AND I WAS INSTRUCTED TO CONTACT CUSTOMER SUPPORT @: (https://www.freetaxusa.com/support). HOWEVER, IN ORDER TO ACCESS FREETAXUSA'S CUSTOMER SUPPORT FEATURES ON THE WEBSITE, I AGAIN HAVE TO SIGN IN TO MY ACCOUNT. BUT SINCE MY PHONE# WASN'T REGISTERED, AND MY EMAIL ADDRESS HAS BEEN DEACTIVATED, I CANNOT RECEIVE ANY VERIFICATION CODES. SO UNFORTUNATELY, I AM UNABLE TO CONTACT CUSTOMER SUPPPORT THROUGH THE FREETAXUSA WEBSITE. I WAS ALSO TOLD, THAT IF NEED BE, I COULD CREATE ANOTHER ACCOUNT, BUT THE OLD RETURN WOULD HAVE TO BE DELETED. WHICH WOULD REQUIRE THE HELP OF A FREETAXUSA ADMINISTRATOR. CAN SOMEONE PLEASE ADVISE ME ON HOW TO RESOLVE THIS ISSUE?

THANK YOU,

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Answers

  • REWING4877
    REWING4877 Member Posts: 7 Newcomer

    I AM HAVING A PROBLEM LOGGING IN TO MY FREETAXUSA ACCOUNT. I FAILED TO INCLUDE MY PHONE NUMBER WHEN I ESTABLISHED MY ACCOUNT, AND THE EMAIL ADDRESS I USED TO CREATE MY ACCOUNT HAS BEEN DEACTIVATED BY MY EMAIL PROVIDER. BECAUSE OF THIS, I AM UNABLE TO RETRIEVE VERIFICATION CODES SENT TO THAT ADDRESS. I DISCOVERED THIS SITUATION A FEW DAYS AGO. I RECENTLY CREATED A NEW EMAIL ACCOUNT, AND I WOULD LIKE TO UPDATE MY PROFILE INFORMATION, AND COMPLETE MY RETURN ASAP, BUT I'M NOT SURE HOW TO GO ABOUT IT AT THIS POINT, AS I AM NOT ABLE TO LOG IN TO MY ACCOUNT. CAN SOMEONE PLEASE ADVISE ME ON HOW TO RESOLVE THIS ISSUE?

  • MatthewD
    MatthewD FreeTaxUSA Team Posts: 593
    edited May 7

    Hello,

    This is an issue, where I would refer you to contacting FreeTaxUSA customer support (https://www.freetaxusa.com/support). In your situation, you will likely have to create a new account and if you need prior year tax returns you may need to request transcripts from the IRS.

    https://www.irs.gov/individuals/transcript-types-for-individuals-and-ways-to-order-them

  • REWING4877
    REWING4877 Member Posts: 7 Newcomer
    edited May 7
    https://community.freetaxusa.com/discussion/comment/2840#Comment_2840

    IN ORDER TO USE THE QUICK ANSWERS CUSTOMER SUPPORT FEATURE, I HAVE TO LOG IN TO MY ACCOUNT. AND SINCE THE EMAIL ADDRESS ASSOCIATED WITH MY ACCOUNT WAS DEACTIVATED, I CANNOT THE RECEIVE THE CODES I NEED TO ENTER IN ORDER TO COMPLETE THE VERIFICATION PROCESS. SO I AM CURRENTLY UNABLE TO ACCESS THE FREETAXUSA CUSTOMER SUPPPORT FEATURES..

  • REWING4877
    REWING4877 Member Posts: 7 Newcomer
    edited May 7

    https://community.freetaxusa.com/discussion/comment/2846#Comment_2846

    HEY MATTHEW,

    THANKS FOR RESPONDING TO MY QUESTION. YOU ADVISED ME TO CONTACT CUSTOMER SUPPORT @: (https://www.freetaxusa.com/support). HOWEVER, IN ORDER TO ACCESS FREETAXUSA'S CUSTOMER SUPPORT FEATURES ON THE WEBSITE, I HAVE TO SIGN IN TO MY ACCOUNT. BUT SINCE MY PHONE# WASN'T REGISTERED, AND MY EMAIL ADDRESS HAS BEEN DEACTIVATED, I CANNOT RECEIVE ANY VERIFICATION CODES. SO UNFORTUNATELY, I AM UNABLE TO CONTACT CUSTOMER SUPPPORT THROUGH THE FREETAXUSA WEBSITE. YOU ALSO SAID, THAT IF NEED BE, I COULD CREATE ANOTHER ACCOUNT. BUT THE OLD RETURN WOULD HAVE TO BE DELETED FIRST, WHICH WOULD REQUIRE THE HELP OF A FREETAXUSA ADMINISTRATOR RIGHT? LOL I HATE TO BOTHER YOU AGAIN MATT, BUT CAN YOU PLEASE HELP ME RESOLVE THIS ISSUE?

    THANKS..

  • KeriC
    KeriC FreeTaxUSA Agent Posts: 222

    @REWING4877 I'm sorry for the frustration. You can email support at:

    support@support.freetaxusa.com

  • REWING4877
    REWING4877 Member Posts: 7 Newcomer
    https://community.freetaxusa.com/discussion/comment/2849#Comment_2849

    I'VE EMAILED support@support.freetaxusa.com, AND THEY TOLD ME TO GO TO FREETAX SUPPORT THROUGH THE WEBSITE. WHICH DOESN'T HELP ME, BECAUSE I CAN'T SIGN IN. QUESTION: IS IT POSSIBLE FOR A FREETAXUSA TEAM MEMBER, OR AN ADMINISTRATOR TO DELETE MY ACCOUNT SO I CAN START OVER. IF SO I, WOULD LIKE TO EXPLORE THAT OPTION.

    THANKS..

  • REWING4877
    REWING4877 Member Posts: 7 Newcomer
    https://community.freetaxusa.com/discussion/comment/2851#Comment_2851

    AND I MEANT TO TELL YOU THANKS FOR RESPONDING KeriC 🙏

  • REWING4877
    REWING4877 Member Posts: 7 Newcomer
    edited April 10

    I AM UNABLE TO SIGN IN TO MY FREETAXUSA ACCOUNT. THE EMAIL ADDRESS I USED TO CREATE MY ACCOUNT, HAS BEEN DEACTIVATED BY MY EMAIL PROVIDER. AND SINCE I FAILED TO REGISTER A PHONE NUMBER WHEN I ESTABLISHED MY ACCOUNT, I AM UNABLE TO RECEIVE THE CODES THAT NEED TO BE ENTERED TO SUCCESSFULLY COMPLETE THE VERIFICATION PROCESS, AND SIGN IN TO MY ACCOUNT. I POSTED THE DETAILS OF MY LOG IN ISSUES ON THE FREETAXUSA COMMUNITY DISCUSSION PAGE, AND I WAS INSTRUCTED TO CONTACT CUSTOMER SUPPORT @: (https://www.freetaxusa.com/support). HOWEVER, IN ORDER TO ACCESS FREETAXUSA'S CUSTOMER SUPPORT FEATURES ON THE WEBSITE, I AGAIN, HAVE TO BE ABLE TO "SIGN IN" TO MY ACCOUNT. BUT SINCE MY PHONE# ISN'T REGISTERED, AND MY EMAIL ADDRESS HAS BEEN DEACTIVATED, I CANNOT RECEIVE THE VERIFICATION CODES I NEED TO SUCCESSFULLY SIGN IN 🤦‍♂️ SO UNFORTUNATELY, I AM ALSO UNABLE TO CONTACT CUSTOMER SUPPORT THROUGH THE WEBSITE TO GET THE HELP I NEED. I WAS ALSO TOLD, THAT IF NEED BE, I COULD CREATE ANOTHER ACCOUNT, BUT THE OLD RETURN WOULD HAVE TO BE DELETED, WHICH WOULD REQUIRE THE HELP OF A FREETAXUSA ADMINISTRATOR RIGHT? IF THAT'S POSSIBLE, I WOULD LIKE TO EXPLORE THAT OPTION. IF I CAN'T FIND A SOLUTION TONIGHT, I MIGHT HAVE TO USE ANOTHER SOFTWARE. I REALLY DON'T WANT TO, BUT I CAN'T AFFORD TO WASTE ANY MORE TIME. CAN SOMEONE PLEASE HELP ME RESOLVE THIS ISSUE? THANKS IN ADVANCE. 🙏🙏🙏

    THANK YOU..

     

  • MatthewD
    MatthewD FreeTaxUSA Team Posts: 593
    edited May 7

    Hi,

    You may contact support at this email address. Support@Support.FreeTaxUSA.com. You do not need to sign into your account, just send them an email.

    Since you do not have a verified phone number on your account and you do not have an active email address on the account either, you will need to create a new account.

    We cannot delete your account. And you don't need the account deleted to move forward. You can start a new account, and use your current email and phone number (to recover it if needed). Prepare your return and file it.

  • AmeliaW4407
    AmeliaW4407 Member Posts: 1 Newcomer

    I have spent over an hour trying to sign in but with no success. Each time I have created a new password and then immediately tried to sign in with the new info. The login failed each time.

  • panickyfloppy
    panickyfloppy Member, Star Posts: 13

    I would message support again.

    https://community.freetaxusa.com/discussion/1347/need-help-signing-in?utm_source=community-search&utm_medium=organic-search&utm_term=sign+in

  • Eshanti
    Eshanti Member Posts: 1 Newcomer
    edited May 7

    hello,

    im having a hard time logging my account

  • MatthewD
    MatthewD FreeTaxUSA Team Posts: 593
    edited May 7
    https://community.freetaxusa.com/discussion/comment/5299#Comment_5299

    Please use the "Forgot username or password?" option on the "Sign In" Page.

    SignInPage.png
  • sista1955
    sista1955 Member Posts: 1 Newcomer
    edited May 7

    i reset my password 3 times, still can't get in, error message says PW icorrect. What can I do?

  • pandaexpressfan_1
    pandaexpressfan_1 Member Posts: 32 Level 4
    edited May 7

    The comment above from the staff says email "Support@Support.FreeTaxUSA.com. You do not need to sign into your account, just send them an email."

  • tia
    tia Member Posts: 1 Newcomer
    edited May 7

    I was unable to file online and you still charged $14.99 to my card, how do i get a refund???

  • MatthewD
    MatthewD FreeTaxUSA Team Posts: 593
    edited May 7
    https://community.freetaxusa.com/discussion/comment/5509#Comment_5509

    Hi Tia,

    Sign into your account and use support to request a refund.

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