I have had quite a few clients claim that “there’s nothing there” when they log in to retrieve a document I sent them.
I’m getting tired of sending them the instructions that they need to look at the “Preparer Documents” tab to find it.
It would be great if we could dummy proof the portal so the labels are more obvious. Maybe have it say “From your Accountant” or change the layout so it’s more like what we see with the parts stacked on top of each other so they just need to scroll??
Even some colour changes to show there are actually separate tabs to click on. Something is making it so people are not clicking on those other tabs to find things.
At a minimum, can you add some additional instructions in the template for the email?
In the meantime, I’m going to modify my own email template to include some instructions to see if that helps.
I can certainly take a look at the email notification template to see if we can make an improvement to help address this.
This is timely feedback as we have been working on possible improvements to the client portal but I can’t share more right now as it is early days. I suspect that if your clients are attempting to view the documents from a mobile device the tabs may not be as easy to navigate, as they tend to stack as they are scaled down, and is something we are considering as part of our portal improvements.
Agreed. The biggest issue is the clients view doesn’t really show that the areas are clickable links on phone views which is what the majority are using to sign. If we could make the default be that when following a link from us saying they have documents, it puts them in the preparer section, that would be amazing. I’ve had to create an email signature with detailed step by step instructions on where to find documents in TaxFolder, as the issue happens anytime we send something to someone.