Client Portal Disconnected - Taxfolder

TaxFolder
1

I’m trying to determine/understand under what conditions a Client’s Portal becomes “disconnected” in Taxfolder.

I opened up a 2025 T1 Engagement for an existing client and requested they upload their tax documents. The client received the email but when they clicked on the blue box that says “Upload Documents” it simply took them to the https://taxfolder.com/ homepage/splashscreen and they did not know how to proceed from there.

I notice beside their name on the dashboard there is a red broken chain icon that says “Client portal disconnected” when you hover over it. I have several of these, but the majority of my clients have green chain link icons (Client Portal Connected).

I’m trying to determine how to re-connect the client with the portal. Under “Client Settings” if I hit “Resend Invitation Email” I get a warning that says “Resending the invitation email will disconnect this client from your organization. They will need to click the link in the new inviation to reconnect their account. Are you sure you want to proceed”.

Is there a way the client can re-establish their TaxFolder portal connection without me having to re-send the invitation, or is re-sending the invite the proper way to do this?

It’s a bit perplexing how the Client Portal can become disconnected in the first place.

2

TaxFolder does not handle the client authentication to access a client portal. That is done using a TaxCycle sign in account. This is completed as a two step process in TaxFolder.

  1. Add client to TaxFolder (either in TaxFolder directly or by printing to TaxFolder from TaxCycle). When adding the client using either method, check the relevant box to also send the client the Invite to Connect.

  2. The client get an email invitation and needs to complete the client portal setup by connecting an existing TaxCycle account or creating a new one. At that time they are required to authenticate themselves to complete this process and gain access to their client portal.

Where a client is added to TaxFolder and an invite is not sent out at the same time, the only way to connect them is to re-send the invite. If they were already connected it will disconnect them to allow them to set-up a new sign-in account if they choose. This is useful if the client no longer uses the email address used to create the TaxFolder client. If they are already disconnected (red-link) re-sending the invite only triggers the invitation to connect and no changes are made to the client connection status until they complete the connection process.