General Information - Frequently Asked Questions (FAQ)

Q:  I already have a Customer ID and Password from the TaxACT.com web site. Do I need to use a new account for TaxACT Online?

A: Because the TaxACT Online and TaxACT.com databases are completely independent of each other, you will need to create a new account for TaxACT Online. You may be able to use the same Customer ID and password for TaxACT Online that you have for TaxACT.com provided that username hasn't already been taken by another customer.

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Q:  How do I contact Technical Support for TaxACT Online?

A: Technical Support may be reached by completing the TaxACT Online Support Request Form.

For the fastest response, please include the following information when contacting technical support:

1. Your TaxACT Online User ID
2. Browser name and version number
3. Type of Internet connection (modem, cable, DSL, etc.)
4. Specific description of the issue

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Q:  I don't remember my password. Can you e-mail it to me?

A: We cannot send you your password, but we can help you reset your password. You will need to know your User Name and Secret Answer to your Secret Question, and then you can reset your password to a new password.

Forgot Password?  Enter your User Name and Secret Answer to your Secret Question, and reset your password to a new password.

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Q:  Is my password case sensitive?

A: No, it makes no difference if you enter your password as capital or lowercase letters.

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Q:  How do I check the status of my electronically filed return(s)?

A: You can check your e-file status by going to the Electronic Filing Status page. You will need to enter your social security number and the amount of your Federal Refund or Amount Due to access the return status.

If you don't remember your Federal Refund or Amount Due, you will need to sign in to access your tax return information.

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Q:  Can I start my return and finish it at another time?

A: TaxACT automatically saves your tax information with each step you complete, so you may work on your tax return at any time. To access your tax return information, Login to TaxACT Online with your username and password. You will pick up where you left off the last time you accessed your return.

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Q:  Will my last year's tax return import into TaxACT Online?

A: Yes, if you prepared your return using TaxACT Online last year, your data will transfer into TaxACT Online Deluxe this year. You will be prompted for your user name and password from last year in order to access your data. However, the data from TaxACT software will not transfer to TaxACT Online. Your data can not be imported into TaxACT Online Standard.

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Q:  How long will I be able to access my tax return information on TaxACT Online?

A: You can access your online tax return until October 15, 2008. Get extended access to your tax return through 5/1/2011 with Data Archive Service(DAS). Just sign in to your return and click on "My Account" and go to "Data Archive Service". It is a good idea to print a copy of your return or save the Adobe Acrobat (pdf) file that you used to print your return before this deadline. If you need to print a copy of your return after October 15, see Access Prior Year Returns to access and print prior year returns back to 2004. For 2003 returns and older, you will need to contact the IRS for a copy.

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Q:  Can I prepare part-year or non resident state returns?

A: Yes, we offer part-year, non-resident status for: Arizona, California, Colorado, Connecticut, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Massachusetts, Maryland, Michigan, Minnesota, Missouri, Montana, Nebraska, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Utah, Virginia, West Virginia, and Wisconsin.

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Q:  How do I print my tax return?

A: To print your TaxACT Online return, you will need to download a pdf file and view it using Adobe Acrobat. In most cases, your computer will already have Adobe Acrobat installed on it.  Free Adobe Reader

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Q:  Why do I receive a security warning when I start my return?

A: This is an issue with Microsoft Internet Explorer version 5.5 only. To avoid receiving this error, Service Pack 2 for Internet Explorer 5.5 is required. However, this update is no longer available from Microsoft; as such, it is recommended that you upgrade to the latest version of Internet Explorer.

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Q:  Are the calculations in TaxACT Online guaranteed accurate?

A: 2nd Story Software stands behind their calculations in TaxACT Online Standard, Deluxe and Ultimate. If you should be assessed an IRS penalty due to a calculation error in TaxACT Standard, Deluxe, or Ultimate, 2nd Story Software pays the penalty & interest! To find out more, view our Accuracy Guarantee.

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Q:  Is my tax return information going to be private and secure?

A: The answer is yes. Our primary concern is that your tax return information is private and secure. At 2nd Story Software we use the industry-standard Secure Socket Layers (SSL) protocol which provides data encryption, message integrity, and server authentication when your data is sent to us. When you see a small lock in the bottom right or left corner of your browser window, you know your data is being encrypted for transmission. For more information on Security, see our Security Information page.

All information you enter while using TaxACT Online is used only by 2nd Story Software, Inc. to provide the services requested by our customers. All data is stored on 2nd Story Software servers and is backed up to prevent the loss of data. Electronically filed returns which are further encrypted, are sent directly from 2nd Story Software to the IRS via a secure connection. Your data is never viewed by anyone at 2nd Story Software unless prompted by you, and we never sell or rent your name or other information to anyone. To read more about 2nd Story Software and our commitment to privacy and security, please see our Privacy Policy.

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