Login troubleshooting

Qui suggeriremo soluzioni ai potenziali problemi che potresti incontrare quando accedi al tuo TaxDome account .

I don’t receive OTP email codes

• Check your spam folder.
• Wait up to 10 minutes for delivery.
• Click Resend code (available every 1 minute).
• Try SMS backup if configured.

Avvertimento

After a certain number of incorrect code entries, you’ll need to request a new code. If you request a certain number of codes without successfully logging in with any of them, your account will be temporarily locked. When one method’s limits are exhausted, you’ll be offered to switch to another available method. If limits for both email and SMS are exceeded, contact your firm owner or admin, or click the Contact us pulsante .

2fa authenticator app code doesn’t work

The code in the app changes every 30 seconds. If TaxDome doesn’t accept it, wait for a new code and try again. If the issue persists, contact your firm owner or admin (firm owners can contact TaxDome support).

Authentication codes rely on Universal Time (UTC). If the device generating your one-time password is out of sync, codes may not work.

Check your device’s Date & time settings and ensure Set time automatically is turned on.

I’ve upgraded my phone and cannot access authenticator app

If you use an authenticator app, you need to transfer your account to your new device:

Sul vecchio dispositivo:

1. Open Google Authenticator (instructions vary for other apps).

2. Tap the three vertical dots in the upper-right corner.

3. Select Transfer accounts.

4. Tap Export accounts.

5. Choose the TaxDome account and tap Next.

6. A QR code appears on screen.

Sul nuovo dispositivo:

1. Installa Google Authenticator.

2. Open the app and tap Get Started.

3. Select Import existing accounts.

4. Scan the QR code from your old device.

I’ve lost access to my email or phone

If you no longer have access to your email or phone, contact your firm owner or admin. They can temporarily allow you to sign in without verification ( one-time bypass ).

If they grant you emergency access, you’ll be able to sign in once without entering a verification code. After signing in this way, you’ll be prompted to set up SMS backup immediately for future emergencies.

I see a “Multiple sessions in progress” popup

Reason: We track login sessions as a security measure and show your active sessions so you can monitor access. This popup appears when you have multiple active sessions, which can happen if a previous session didn’t close properly or if you’re logging in from a different browser or device.

Solution: Review the login sessions displayed in the popup, including the IP addresses and devices shown. If you recognize all sessions, select one and click Sign out of selected session to continue logging in. If you see a session you don’t recognize or have security concerns, contact support and we’ll review your account access.

Nota

You can open as many tabs as necessary within a single browser session. This applies only to separate browser sessions.

Non riesco ad accedere all'app mobile

Motivo : la versione dell'app potrebbe essere diventata obsoleta e incompatibile. Anche se l'app è aggiornata, i dati memorizzati nella cache o le configurazioni potrebbero essere danneggiati. 

Soluzione : apri l'App Store o Google Play e trova l' TaxDome app. Se è disponibile un aggiornamento, installalo sul tuo smartphone. Se l'app è aggiornata, eliminala dal tuo dispositivo e reinstallala.

Non ricevo email da TaxDome

Motivo : i filtri del tuo provider di posta elettronica o potresti aver contrassegnato per errore TaxDome l'email di come spam.

Solution: Check the spam folder of your email service. If there is any message from TaxDome, open it and flag it as Not spam. To ensure TaxDome emails consistently reach your inbox, learn how to whitelist TaxDome emails .

Non riesco ad accedere all'app di Windows

Motivo : se hai impostato un dominio personalizzato per il tuo portale, potresti averlo utilizzato al posto del nome originale del portale.

Soluzione : quando accedi all'app Windows, inserisci il nome della tua azienda TaxDome URL che hai scelto durante la registrazione. Non inserire qui il dominio personalizzato.

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