Support
Frequently Asked Questions

FAQ About Your Information

Manage your account and more.

  • Why do I have to provide an e-mail address?

    We use your e-mail address to advise you if your return has been accepted or rejected by the IRS for electronic filing. We also use your e-mail address to send you special notifications that might impact your return.

    What password should I use?

    Your password must be at least 8-15 characters long, cannot contain spaces, and must contain:

    At least 1 uppercase character (A-Z)

    At least 1 lowercase character (a-z)

    At least 1 special character (#, $, *, &, %, etc.)

    You should use a password that is easy for you to remember. It’s also a good idea to make a note of it, in case you forget.

    How can I change my username and password?

    You must log in to the application to change your username and password. If you can’t log in under your current username and password, you can retrieve your current credentials from the eSmart Tax site:

    1. Go to www.esmarttax.com.
    2. Click on “Account Problems” to reset your password
    3. Log in using your current username and password.
    4. Go to “My Account.”
    5. Click on “My profile.”
    6. Click “Edit” next to the login information that you wish to change.

    Will I receive junk mail if I use my e-mail address as my username?

    We neither sell nor share your e-mail address with any third party or other organization. We will send you service-related announcements when it is necessary to do so (like maintaining your account information, contacting you about efile services, and keeping you updated about the status of your return.) We may also send you e-mail informing you of filing deadlines, tax law changes, tax planning opportunities and other items or services that may affect your tax planning or financial position. Generally, you may not opt-out of these communications because our tax efile services include efile, 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 efile if I do not have an e-mail address?

    It’s critical that you have an accurate and active e-mail address associated with your user account so you can receive confirmations and results. Creating an e-mail account is easy and free at many websites, including Google, Yahoo, MSN, Hotmail and AOL.

    I forgot my password. What do I do?

    From the Login screen, click on the “I cannot access my account” link, then follow the directions that apply.

    My e-mail address has changed and my old e-mail address does not work anymore. What should I do?

    You can change your e-mail address from the eSmart Tax site:

    1. Go to www.esmarttax.com.
    2. Click on “Account Problems.”
    3. Choose “I can’t access my e-mail address.”
    4. Fill out your user name, first name, and last name and choose “Next.”
    5. Correctly answer your security question and choose “Next.”
    6. Enter your new e-mail address.

    If you need additional assistance, please send an e-mail to support@esmarttax.com for assistance with this situation.

    What do I do if my e-mail address has changed and I forgot my password?

    From the Login screen, click on the “I cannot access my account” link, then follow the directions that apply.

    I typed in the correct username and password, but I still can't log in. What can I do?

    From the Login screen, click on the “I cannot access my account” link, then follow the directions that apply.

    How do I enable cookies in my browser?

    Microsoft Internet Explorer

    To enable cookies in Internet Explorer 7 or 8:

    1. Click Start > Control Panel. (With Windows XP Classic View, click the Windows Start button > Settings > Control Panel).
    2. Double-click the Internet Options icon.
    3. Select the Privacy tab.Click Advanced.
    4. Select "Override automatic cookie handling" under the "Cookies" section in the Advanced Privacy Settings window.
    5. Select the "Accept" or "Prompt" option under "First-party Cookies.
    6. "Select the "Accept" or "Prompt" option under "Third-party Cookies." (If you select the "Prompt" option, you'll be asked for approval every time a website attempts to send you a cookie.)
    7. In the Internet Options window, click OK to exit.

    Mozilla Firefox

    To enable cookies in Mozilla Firefox 3.x for Windows:

    1. Click Tools > Options
    2. Click Privacy in the top panel
    3. Set "Firefox will:" to Use custom settings for history
    4. Check the box next to "Accept cookies from sites" to enable cookies
    5. Click OK

    To enable cookies in Mozilla Firefox for Mac:

    1. Go to the Firefox drop-down menu.
    2. Select Preferences.
    3. Click Privacy.
    4. Set "Firefox will:" to Use custom settings for history.
    5. Check the box next to "Accept cookies from sites" to enable cookies.
    6. Click OK.

    Safari

    1. Go to the Safari drop-down menu.
    2. Select Preferences.
    3. Click Security in the top panel.
    4. Under "Accept Cookies" select Only from sites you navigate to.