Smith Kesler uses a secure web portal to protect our clients' sensitive information. Below are some steps and hints to help you with any technical difficulties.
|1. Our portal uses an email challenge mechanism. This is the least difficult method of verifying that the person downloading the documents is the same as the intended recipient.|
|2. Always begin with the original link, in the original email, that was sent by your Smith Kesler representative.|
|3. Do not forward the email to anyone else - only the original recipient(s) will be able to download.|
|4. To authorize and validate your email address, enter your address in the box on the "Login" page and click the "Authorize" button.|
|5. This will do two things: 1) Send you the challenge email, and 2) open a second page that prompts you for a validation code.|
|6. EITHER click the link in the second validation email, or copy-and-paste the validation code into the box on that second webpage. Clicking the link enters the validation code automatically, so we recommend using that instead.|
|7. After authorization, you will have access to your documents through the next webpage that opens.|
|8. After downloading your documents, you will most likely be prompted to enter a password to open the documents. This will be the last 4 digits of either the EIN (for business docs) or the primary taxpayer's SSN (for personal docs).|
If you have technical difficulties during this process:
If the "Authorize" button doesn't change the web page:
- Try a different web browser by copying-and-pasting the link in a new browser. Your default browser may have a security setting enabled that blocks some form actions, or may have some settings corrupted by previously installed malware/adware, etc.
- Clear your web browser's cache & downloaded files, then completely close all instances of the web browser and start again. If the page's loading was interrupted before all code was loaded, it may need to be refreshed for proper response.
- Contact your IT professional for additional help if additional security has been enabled at your organization, or if your web browser needs to be repaired.
If you don't receive the second validation email:
- Please check your email filter. This may be a "Junk" folder, a mail quarantine portal, or it may be in an administrative account on a filtering appliance. Your IT might need to assist if you don't regularly check this.
- If using a GMAIL account through your web browser, your "SPAM" folder is probably hidden. To look in this folder, you will need to hover over the folders on the left side until you see a "More" category. Clicking on "More" will show you additional folders, including your "SPAM" folder.
- In some instances, you may need to whitelist our domain for all email senders to be approved.
If you receive the "Invalid or expired token" message:
- Make sure that you click the validation link within 60 minutes of beginning the authorization and validation process. If more than 60 minutes have passed, you will need to begin the process over again - starting with the original link in the original email message.
- Verify that you are clicking the link in the most recent validation email received. If you have received other documents from us in the past, you may have multiple validation emails in your Inbox, and your email program might be grouping by Sender.
- Clear your web browser's cache & downloaded files, then completely close all instances of the web browser and start again.
- Have your IT professional check firewall settings to see if "packet inspection" or "content inspection" is enabled for SSL traffic. This interrupts the passing of the security token, and an adjustment will be necessary to allow traffic to flow to/from our domain "skandco.com" without being interrupted or inspected.
If you are prompted by another "Password" popup after reaching the download page for your documents:
- We don't use popups on our website for authorization and validation, so your web browser is probably trying to open the document instead of downloading it. Click to download the document again, and choose "Save" instead of "Open".
- In some web browsers, you might need to right-click the download link and choose either "Save target as..." or "Save as" or simply "Download" from the context menu.
If you successfully downloaded a document but are having a problem opening it:
- A password popup should open, asking you for a password. Sometimes this popup opens behind another window or on a second monitor (if installed). This will be the last 4 digits of either the EIN (for business docs) or the primary taxpayer's SSN (for personal docs).
- If you cannot locate your downloaded file, try the download again but this time choose the "Save as..." option which will allow you to choose your preferred folder.
For all other technical problems:
Please contact your IT professional for assistance that is specific to your own organization. For more generalized help, you may also email email@example.com with details of the problem and we might be able to offer some other suggestions.