Who this is for: Clients whose identity verification (KBA) has been locked after exceeding the maximum number of attempts.
What you’ll learn: How to download, print, sign by hand, and upload your signed tax document.
Before you begin #
- Your KBA verification must be locked (maximum attempts exceeded).
- You need access to a printer and scanner (or camera).
Step-by-step instructions #
Step 1: See the locked verification notice #
When your identity verification is locked, you will see a message titled Identity Verification Locked with the subtitle “Maximum verification attempts exceeded.” An alternative signing method is provided.
Step 2: Download the document #
Click the Get Document for Signing button. The documents that need your signature will be listed. Click Download next to each document to save it to your computer.
Step 3: Print and sign #
Print the document. Sign it by hand where indicated. Then scan or photograph the signed pages.
Step 4: Upload the signed document #
Click Select File and choose the scanned or photographed signed document. Accepted formats include PDF and images. Then click Submit Signed Document.
What happens next #
Your signed document is uploaded and your signature is marked as complete. Your accountant will be notified.
Troubleshooting #
- “Failed to get document”: Refresh the page and try again. If the issue persists, contact your accountant.
- “Failed to upload signature”: Make sure your file is a PDF or image and try again.
