Occasionally, TaxFolder end users receive errors when trying to request a verification code sent by SMS/text when signing a document. This may happen when using an older device to make the request, or if they enter their phone number five times in rapid succession.
When this error occurs, the “unable to send code” error displays even when the user correctly enters the expected phone number. (If a client receives the "phone number digits did not match" error message, they must contact the tax preparer to update their phone number.)
To attempt to resolve this issue, try the following troubleshooting steps:
If none of the above actions resolves the issue, we would appreciate information to help us investigate the issue. Please send the following information to firstname.lastname@example.org: