FAQs: Technical Concerns and User Information

Find out how to manage your account, including your login, username and password.

Why do I need an e-mail address as my username?  (back to top)
You need to enter an active, accurate e-mail address as your username because we will send you e-file confirmation, reminders, e-file results and your account password there should you forget any of this information. If the e-mail address you provide is wrong, you may miss out on important information about your e-file.

What password should I use?  (back to top)
Your e-mail and password are the most important information you need to access your account and to protect its security. You should use a combination of letters and numbers that you can remember, but are not easy for others to guess.

How can I change my username and password?  (back to top)
You can log into your account with your current username and password, even though your current e-mail account may be inactive. You can then change your username and password.

Will I receive junk mail if I use my e-mail address as my username?  (back to top)
eSmart neither sells nor shares your e-mail address with other organizations. We will send you service-related announcements when it is necessary to do so. Generally, you may not opt-out of these communications because our tax e-file services include e-file, processing, submission, result analysis and possibly resubmission requirements for your tax return. Without these communications, you may not find out if your tax return has been accepted or rejected by the IRS, resulting in refund delay or other difficulties.

How do I create an account to e-file if I do not have an e-mail address?  (back to top)
It is critical that you have an accurate and active e-mail address as your username so you can receive confirmations and results. We suggest you create an active account at sites like Google, Yahoo, MSN, Hotmail or AOL.

I forgot my password. What should I do?  (back to top)
At the login screen, click the Forgot Password button to reset your account password. You will be asked to enter your username (e-mail address) and will then be asked to answer your security question. If you answer correctly, you will receive a new password immediately.

When I click “Forgot Password,” a message states that I have entered an unrecognized username. What should I do?  (back to top)
You need to double-check the spelling and the e-mail address itself. You probably used a different e-mail address than what you originally thought.

I forgot my username. What should I do?  (back to top)
Your username is your e-mail address. If you no longer use the e-mail address with which you registered, you can still use it to log in. You can update your e-mail address to your current one once you've logged into your account.

My e-mail address has changed and my old e-mail address does not work anymore. What should I do?  (back to top)
If you no longer use the e-mail address you registered with, you can still use it to log in. You can update your e-mail address to your current one once you've logged into your account.

What do I do if my e-mail address has changed and I forgot my password?  (back to top)
At the login screen, click the Forgot Password button to reset your account password. You will be asked to enter your username (e-mail address) and will then be asked to answer your security question. If you answer correctly, you will receive a new password immediately, so your e-mail address does not need to be valid. You can update your e-mail address to your current one once you have logged into your account.

I typed in the correct username and password, but I still can't log in. What can I do?  (back to top)

  • If you see an error message stating that you have entered the wrong username or password, the system is probably right. You need to check your spelling and/or verify the username you have used. The system is functioning properly.
  • If the system does not show an error message, but asks you to log in again, the problem may be that your browser cookie was disabled. You need to enable cookies so our system can recognize your computer.

How do I enable cookies in my browser?  (back to top)

  • Close your current browser and open a new browser window. Delete all current temporary internet files and cookies.
  • If you use Internet Explorer 5.0, go to “Tools,” “Internet Options,” “Security,” then “Custom Level” to enable cookies.
  • For Internet Explorer 6.0, change the privacy setting to “Medium” under “Internet Options.”