Client Center FAQs

How to Use Your Portal

Click the video below

Download the Client Center Mobile App

How do I register with the Client Center?

Once your taxes are complete, Tax Aid Associates will send an email inviting you to register for the Client Center. The subject of the email will be “Tax Aid Associates – Register Your Client Center Account”. You will only need to register once.

Click the orange “Register Now” button and follow the instructions to create your password. Please note, your password needs to be a minimum of eight characters, with at least one uppercase letter, one lowercase letter, one number, and one special character.
If using an iPhone or iPad, be sure to download the Client Center app (link in registration email) as you will need to use the app to access most features.

How do I log into the Client Center?

You can access the Client Center at any time to view your tasks and/or documents. Your initial invitation and subsequent document uploads and/or tasks will prompt an email to alert you. The easiest way to access the Client Center is to log in via the Tax Aid Associates website.

Log into www.taxaidassociates.com and click on the green “Sign In” button in the center of the screen or log into the Client Center app.
On the Client Login landing page, click the grey "Sign In" button.
Use your email and the password you created when you registered with the Client Center. If you forgot your password, click “Reset Password” link, and create a new one. An email will be sent to you with instructions on how to reset your password. Please note, your password needs to be a minimum of eight characters, with at least one uppercase letter, one lowercase letter, one number, and one special character.
New in 2023, you will be required to set up a Two-Step Verification process. See instructions below.

How do I set up a Two Step Verification?

Once you sign in with your email and password, you will be required to set up Two-Step Verification. There are several options, but we recommend the AuthO Guardian app. You can also opt for a text message, phone call or an email. You will only have to complete the set-up step once. Please watch this brief instructional video prior to setting up your Two-Step Verification.

Auth0 Guardian app:

This method requires 2 devices (ie phone & computer) to activate the Two Step Verification. If you do not have 2 devices, please use the text, phone call or email method listed below.

Click on the blue “set up two-step verification” button
Install the Auth0 Guardian two-step verification app to your Apple or Android device.
Scan the QR Code on your computer with the Guardian app using your other device's camera.
Be sure to copy and save the recovery code in a safe place in case you ever need to log in without your device.
Click the box that says “I have safely recorded this code” then click the orange continue button
Your account is now paired to your device
When you log in, your Auth0 Guardian app will pop up on your device and you will need to click "allow”. This will gain you access to the Client Center.

Other methods:

Text Message

Click on the blue “set up two-step verification” button
When prompted to install the Auth0 Guardian app, click the blue “Try another method” link
Click on the Phone method
Make sure your Country code is correct
Enter the phone number where you receive text messages then continue button
A text will be sent to you with a code. Enter the 6-digit code and click the orange continue button
If you didn’t receive a code, click “resend code”
Please note, the code will expire after some time, so please be sure to have your device close by when setting up this method. If the code times out, click “resend code” for a new code.
Be sure to copy and save the recovery code in a safe place in case you ever need to log in without your device.
Click the box that says “I have safely recorded this code” then click the orange continue button
Your account is now paired to your device
When you log in again, you will be asked to send a text to your phone. Follow the steps above

Phone Call

Click on the blue “set up two-step verification” button
When prompted to install the Auth0 Guardian app, click the blue “Try another method” link
Click on the Phone method
Make sure your Country code is correct
Enter your phone number and click “Voice Call” then click the orange continue button
You will receive a phone call with a code. The code will be repeated twice
Enter the 6-digit code and click the orange continue button
If you miss the code or input it incorrectly, select “call again” and repeat the steps
Be sure to copy and save the recovery code in a safe place in case you ever need to log in without your device.
Click the box that says “I have safely recorded this code” then click the orange continue button
Your account is now paired to your phone number
When you log in again, you will be asked to send an email. Follow the steps above.

Click on the blue “set up two-step verification” button
When prompted to install the Auth0 Guardian app, click the blue “Try another method” link
Click on the email method
Enter your email address, then click the orange continue button
You will receive an email with a 6-digit code.
Enter this 6-digit code and click the orange continue button
Be sure to copy and save the recovery code in a safe place in case you ever need to log in without your device.
Click the box that says “I have safely recorded this code” then click the orange continue button
Your account is now paired to your phone number
When you log in again, you will be asked to receive an email. Follow the steps above.

How do I eSign my tax documents?

When your taxes are complete, you will receive an email notifying you that you have documents to review and eSign. You can click the link in the email or simply go to the Tax Aid Associates website to access your Client Center. There is a new verification process which will require you to answer questions provided by the IRS to verify your identity prior to eSigning. If applicable, both the taxpayer and the spouse will each need to go through the verification process. See the steps below:

Log into www.taxaidassociates.com and click on the green “Sign In” button in the center of the screen or log into the Client Center app. Note, if using an iPhone or iPad, you must download the Client Center app.
On the Client Login landing page, click the grey "Sign In" button.
Once in the portal, there will be a new task for the e-signatures
Taxpayer will go through the e-signature process first to verify their identity
Taxpayer name should be checked with an orange checkmark
Click “I have read the electronic record & signature consent disclosure and agree to the terms
Click the orange button that says “review documents”
Answer the verification questions provided by the IRS. Please note, if you do not know the answer to a question, do not guess but rather click “skip” and you will receive a new question. Too many incorrect answers will result in a failed verification.
Once verified, select a signature font you wish to use
There will be a notice that there are some documents that need attention – click “start”
Approve signature on each document and click “next”
Click “submit” in bottom left corner once compete
Once Taxpayer has successfully signed, the spouse can now sign (if applicable). Simply refresh the portal and go through the steps again
You have successfully signed

How do I know if I successfully signed my documents?

Once you (and your spouse, if applicable) eSign your documents, your task will move from the “To-Do” list to the “Completed” list under Tasks in the Client Center. You can confirm your documents were successfully signed by following these steps:

In the Client Center, click on the “Completed” tab under Tasks
If you successfully signed, you would see a check mark next to your name and your spouse's (if applicable) and the date in which you successfully signed.
If you do not see check marks next to your name and your spouse's (if applicable), and you see "failed" or "task expired", please contact Tax Aid Associates at office@taxaidassociates.com and we will we will resend the invitation to eSign.

Please note, if a new invitation to eSign is sent, both the taxpayer and the spouse will need to go through the eSign process again, even if they successfully signed previously.

I don’t see a task in my “To Do” menu to eSign. Why is that?

If you don’t see an eSignature task in your Client Center, it is probable that your eSignature request has expired. The eSignature request automatically expires three days after the initial email request is sent. It is important that both spouses (if applicable) complete the eSignature request within the three days to avoid expiration. If one spouse completes the eSignature request but the other doesn’t, the request will expire, and both will need to start over and complete the verification process again. You could check to see if your task expired by following these steps:

In the Client Center, click on the “Completed” tab under Tasks
If you do not see check marks next to your name and your spouse's (if applicable), and you see "task expired", this means the eSignature request has expired.
If your eSignature request expired, please contact Tax Aid at office@taxaidassociates.com and we will issue a new request.

I tried to eSign but I “failed” the verification process. Now what?

There are several reasons why your eSignature request could fail, including but not limited to:

Answering a security question incorrectly
Incorrect information entered due to a clerical error, such as date of birth or social security number that doesn’t match what is on file with the IRS
First time filing. The IRS does not have enough information to verify your identity

If you do “fail” the verification process, please contact Tax Aid at office@taxaidassociates.com and we will investigate and if possible, resend the request.

I was able to successfully eSign, but my spouse was not. What do we do now?

Both the “taxpayer” and their spouse should receive an email inviting them to eSign. Your spouse can click on the link in their email and follow the instructions or they can log in directly to the Client Center using their email and password and follow the steps below:

If your spouse is not registered, please contact office@taxaidassociates.com to request a registration invitation.
Log into www.taxaidassociates.com and click on the green “Sign In” button in the center of the screen or log into the Client Center app. Note, if using an iPhone or iPad, you must download the Client Center app.
On the Client Login landing page, click the grey "Sign In" button.
Once in the portal, there will be a new task for the e-signatures
Spouse will go through the e-signature process first to verify their identity
Spouse name should be checked with an orange checkmark
Click “I have read the electronic record & signature consent disclosure and agree to the terms
Click the orange button that says “review documents”
Answer the verification questions provided by the IRS
Once verified, select a signature font
There will be a notice that there are some documents that need attention – click “start”
Approve signature on each document
Click “submit” in bottom left corner
You have successfully signed

No task to sign?

If the spouse logs in and does not see a task to eSign, please contact the office at office@taxaidassociates.com and we will resend the invitation to eSign. This typically occurs when the invitation to eSign expires (3 days after invitation is sent). If a new invitation to eSign is sent, both the taxpayer and the spouse will need to go through the eSign process again, even if they successfully signed previously.

Spouse failed the verification process?

If the spouse “fails” the verification process, please contact the office at office@taxaidassociates.com and we will resend the invitation to eSign. Again, please note, if a new invitation to eSign is sent, both the taxpayer and the spouse will need to go through the eSign process again, even if they successfully signed previously.

How can I pay my invoice?

You can pay directly through the Client Center using a credit or debit card with our new secure payment option. You can also mail in or drop off a check if you prefer. Here’s how to pay via the Client Center:

Log into www.taxaidassociates.com and scroll down and click "Pay Bill" or log into the Client Center app.
Login with your Client Center email and password
Under Tasks, you should see a payment request
Click the orange “View Invoice” button
Click the green “Pay Now” button in the top left corner
Enter your email address and your credit card information requested and click the green “Pay” button

Can I get a copy of my tax documents?

Sure! In the Client Center, you can view, download and/or print your tax documents. Here’s how:

Log into www.taxaidassociates.com and click on the green “Sign In” button in the center of the screen or log into the Client Center app.
On the Client Login landing page, click the grey "Sign In" button.
At the top center of the screen, you will see two tabs – one for Tasks (which will be viewable upon opening the Client Center) and another for Documents. Click on the Documents tab.
You will see a viewing panel on the left side. You can either view your documents in folder view or list view. In folder view, click on the folder you wish to open, and your documents will appear in the center of the screen.
Double click on the document you wish to view. In the top right corner, you will see icons to download your document and/or print your document
If you tick the box next to the document, you will see an option to download or email the document selected. This is helpful if you wish to download multiple documents at once.

Please note, if you followed the instructions above and still can't see any documents in your client center, it could mean you have an outstanding balance. Once your balance is paid, please contact the office to gain access to the documents.

How long do you keep my documents?

Tax return copies/documents for current clients will only be available for download in the Client Center Portal for three (3) years. After three (3) years, your documents will be permanently removed from the portal. We recommend downloading a copy of your tax documents each year for record keeping. Please see above “Can I get a copy of my tax return” for step-by-step instructions on how to download your documents.

Can I send a copy of my tax documents to someone else?

Yes, you can safely send tax documents within the Client Center to others. Here’s how:

Log into www.taxaidassociates.com and click on the green “Sign In” button in the center of the screen or log into the Client Center app.
On the Client Login landing page, click the grey "Sign In" button.
At the top center of the screen, you will see two tabs – one for Tasks (which will be viewable upon opening the Client Center) and another for Documents. Click on the Documents tab.
You will see a viewing panel on the left side. You can either view your documents in folder view or list view. In folder view, click on the folder you wish to open, and your documents will appear in the center of the screen.
Tick the box next to the documents you wish to email. And in the top orange menu bar, click “send”
A pop-up box will appear. Enter the email address you want to send to, create a subject, add an optional message. You will also need to select a time range for the files to expire from the drop-down box.
If you wish to create a password for added security, you can do so here. Tick the box to “Require the recipient to enter a unique password to view the document(s). Enter your password and share with the person you are sending to.
The recipient will receive an email alerting them that you shared documents with them. The documents will be linked, and the expiration date will be noted. If you added a password, the recipient will be required to enter the password prior to viewing the documents.
Once the recipient opens the document will have the ability to download or print the document

What is the best way to get my W2s and/or other tax documents to Tax Aid?

The easiest and most secure way to get your tax documents to Tax Aid is to upload them into the Client Center. We do request that you compile all your documents and upload them all at once. This is the most efficient way to ensure all information is received. Please do not email sensitive documents. The Client Center portal is the most secure way to send your documents and keep your information protected. Here’s how to upload:

Computer instructions:

Log into www.taxaidassociates.com and click on the green “Sign In” button in the center of the screen
On the Client Login landing page, click the grey "Sign In" button.
At the top center of the screen, you will see two tabs – one for Tasks (which will be viewable upon opening the Client Center) and another for Documents. Click on the Documents tab.
Make sure you are in "List View"
On the left side of the orange bar at the top of the screen you will see “+ Add”. Click here.
From here you can drag and drop files saved on your computer or click the orange “Browse for File” button to locate your documents stored on your computer. Other options include adding files from Google Drive, Dropbox, and Box. Click the appropriate button if you wish to use one of these options.
An email will be sent to your tax preparer alerting them that you uploading files to the Client Center.

App instructions:

Open the app and enter your email address and password
On the bottom right, click the “Documents” tab
On the bottom right you will see an orange “+” sign. Click here
Select “Camera” and click “ok” allow access.
Hover your camera over the document you wish to upload and blue box will appear outlining the document and it will scan automatically. Note, you can upload more than one document at a time.
You now can click on the scanned document to view it, crop, or rotate it, if necessary, and/or delete it if you accidently uploaded the incorrect document.
Click “next” in top right corner
Name your document
Click “upload” in the top right corner
An email will be sent to your tax preparer alerting them that you uploading files to the Client Center.

Can I change my email/password for the Client Center?

Yes, you can edit your profile within the Client Center to change your email and/or password. Here’s how:

Log into www.taxaidassociates.com and click on the green “Sign In” button in the center of the screen or log into the Client Center app.
On the Client Login landing page, click the grey "Sign In" button.
Once in the Client Center, click on your name in the top right corner
Click “edit profile”
A pop-up box will appear and on the left-hand side will be a menu to edit your Account Information, change your Password, and change your Two-Step Verification method.

Please click here to sign into the Client Center