Customer Service Help Frequently Asked Questions

Frequently Asked Questions and Answers

Customer Service Help Frequently Asked Questions ONLINE TAXES



Frequently Asked Questions

"Our goal is to make your tax return preparation simple, fast and accurate!"


  1. How do I start a new 2016 tax return?
  2. What is the purpose of a username?
  3. Can I use the same username and password that I used last year?
  4. How do I login to a return that I have already created for this year?
  5. How do I check the status of my return for this year?
  6. How do I view and print my current year forms once I have submitted my return?
  7. I am getting an error when I try to print my forms.
  8. How do I login and correct a rejected return?
  9. I don't understand my error or where to go to fix it.
  10. How do I access my prior year forms filed with OLT?
  11. How do I get a Federal Freefile Return?
  12. How do I contact Customer Service?
  13. Do I need to file an extension? If so, how do I file it?
  14. How do I file an amended return?
  15. How do I file a State Only Return?

How do I start a new 2016 Tax Return?
To create a new return you will go to our home page. Use the "Start A New 2016 Tax Return" link located in the dropdown menu under the Sign In button. You use this link to create a username and password for your income tax return, you will then login and start your online tax return. *Keep a record of your username and password for all future logins. *The password hint will assist you in remembering your password if forgotten. Example: I chose my password to be my cat's name, Snowflake. My password HINT will say "my cats name". This way when I see this hint, I know my password is Snowflake.
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What is the purpose of a username?
Your username is the unique name you created when your tax return was started. It may be any name you choose. Please remember your username, as you will be required to enter it every time you access your tax return. If you do not remember your username, click on the "Forgot your Username" link located on the login page. Enter the information requested and we will email your username to you.
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Can I use the same username and password that I used last year?
You can use the same username from year to year unless it has already been chosen by someone else for this tax year. Usernames are not saved in our database until a return has been created using that particular username for each tax year. However, you can use the same password every year. *To ensure you can use the same username every year, create a username that is unique. Come to www.OLT.com early during the tax season. You need to know your 2015 username and password, then using the same username and password to Log-in to My 2016 Tax Return. This will activate your 2016 tax return and import the data from 2015. Please note that you may need to update your password to new password requirements once you have logged in.
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How do I login to a return that I have already created for this year?
To login to a return, go to our home page. Use the "Login to My 2016 Tax Return" link located in the dropdown menu under the Sign In button. Enter your username, password and security code at the bottom of the screen. *If you have forgotten your username and password, visit the login page and click on the "Forgot your Username" or "Forgot your Password" links. Enter the information requested and we will email your username or a temporary password to you.
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How do I check the status of my return for this year?
To check the status of your return go to our home page. Use the "Login to My 2016 Tax Return" link located in the dropdown menu under the Sign In button. Enter your username, password, and security code at the bottom of the screen. You will then be asked 2 additional questions for added security, answer them as you did when your return was created.
Once you get logged in, you will see the status of your federal return, and state return if applicable.
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How do I View and Print my current year forms once I have submitted my return?
To view and print your forms, go to our home page. Use the "Login to My 2016 Tax Return" link located in the dropdown menu under the Sign In button. Enter your username, password, and security code at the bottom of the screen. You will then be asked 2 additional questions for added security (If your return has indeed been accepted). Answer them as you did when you created your return.
Once logged in, there will be a View Forms link. Click on this link to open a page with links to your forms. You can open each form from there to view and/or print.
*Please note, we strongly recommend you wait until your return has been accepted to print your forms in case changes need to be made.
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I am getting an error when I try to print my forms.
*You can view and print your forms by logging onto our website from ANY computer using your username and password.
We use Adobe Acrobat to open and print your tax forms. Some users have trouble if they do not have the latest version of Acrobat installed. Occasionally, a user still has trouble even after reinstalling Acrobat. If that happens, right-click on the link that opens the Acrobat file and choose "Save Target As", save the form onto your desktop. Then, double-click the Adobe PDF icon that will be displayed on your desktop. This will open the file outside of your web browser and should allow you to view and print your forms.
We have discovered that customers may have problems opening some forms. This is due to differences in operating systems or Adobe Acrobat Reader Versions.
You can download the newest version of Acrobat Reader by going to:Adobe Acrobat.
If you still have problems printing, please contact Customer Service for assistance.
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How do I login and correct a rejected return?
To correct your return, go to our home page. Use the "Login to My 2016 Tax Return" link located in the dropdown menu under the Sign In button. Enter your username, password, and the security code you see at the bottom of the screen. Once logged in, you will see an E-File Rejection Code Summary. Click "Save and Continue" on the bottom of the page to continue to your tax return.
If you need assistance determining HOW to fix the error or what your error code means, you can access our Federal Error Code Help section located in our Customer Service page.
Once the source of the problem is identified, go to that section of your return and correct the error. After the correction has been made, you will need to save and continue all the way through the return again and resubmit. * If you are making a correction in the Federal return and you are also filing a state return please select to EDIT your state return and save and continue through that section as well. This is necessary because information changed in your Federal return will not update in your State return until you EDIT and save and continue through your state return.
* It is very important that you continue all the way through until you've reached the "Congratulations" page. Your return will not be retransmitted until you reach this page.
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I don't understand my error or where to go to fix it.
Some errors are easier to correct than others therefore, we have created a page that will explain your error code and also advise how to get to that page to make your corrections. We offer helpful hints related to your error and numbers to contact the IRS or SSA (Social Security Administration) if the error is one you are unable to correct. Please visit the Federal Error Code HELP link located in our Customer Service page.
*Please Note - The Federal Error Code HELP page lists the most common errors provided by the IRS. If you error is not listed and you need assistance, please contact Customer Service for assistance.
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How do I access my prior year forms filed with OLT?
To view and print forms from a prior year you will go to our home page. Use the "Prior Year Return" link located in the dropdown menu under the Sign In button. Next, select the year you need to access. Enter the username, password and security code at the bottom of the screen. You will then be asked 2 additional questions, answer them as you did when you created your return. This will take you to the Tax Return Status page allowing you to view and print your prior year forms.
**Please note - this service is only available for prior year returns that were completed, submitted and accepted through OnLine Taxes.
If you are still unable to access your return, please contact Customer Service for assistance.
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How do I get a Federal Freefile Return?
OnLine Taxes is a member of the IRS Free File Alliance. In order to qualify for Free File, you must enter our site and create your return from the IRS Free File page. Select OLT.COM and enter our site from there. The qualifications for Free File will be listed for you.
Once your return is created through this federal link, all subsequent logins can be made from our homepage at www.olt.com using the "Login to My 2016 Income Tax Return" or "Prior Year Return" link located in the dropdown menu under the Sign In button.
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How do I contact Customer Service?
There are several ways to contact with our Customer Service team. We offer Live Chat, Email, and Phone Support. Chat hours are Monday - Sunday from January 15th thru April 18th from 8am to 10pm CST. During off tax season, chat hours are Monday - Friday, 8:00am - 5:00pm CST. E-mail and phone support are offered year round. Phone support hours are Monday - Friday, 8am to 5pm CST. *Please note - phone support is limited and very busy during peak filing season. All options and information for customer service can be found in the Customer Service Tab located at the top of any page in our site.
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Do I need to file an extension? If so, how do I file it?
You need to file an extension only if you owe the IRS or state and need more time to file your return. Extensions allow time to file, NOT time to pay.
To file an extension on our site, free of charge, simply create an OnLine Taxes return by using the Start a New 2016 Income Tax Return link in our homepage.
Create your username and password, enter your primary information and choose a filing status. On the filing status page you will select YES to file an extension. Once you save off of that page your extension has been filed for you. You may at that time logout of your return. We will send you an email once your extension is accepted or rejected from the IRS.
To view our federal extension information page, click here.
To view our state extension information page, click here.
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How do I amend my tax return?
You only need to amend your income tax return if there was an error or missing information on your original accepted return. An amended return can only be paper filed, e-file is not an option for amended returns.
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Amend a return filed with OnLine Taxes
To amend your return that was originally filed with OnLine Taxes, choose the Login to My 2016 Tax Return link or the Prior Year Return link in our homepage. Enter the username, password and security code at the bottom of the screen. You will then be asked 2 additional questions, answer them as you did when you created your return. This will take you to the Tax Return Status page. On this page you will select to FILE AN AMENDED RETURN. This will take you into the original online interview from your return previously filed and accepted. Make the needed changes/additions to the return and save and continue to the Examine, Verify and Print page. Three sets of forms will be listed for you to print; the original 1040 that was accepted, the new corrected 1040, and your 1040X. All three sets of forms will need to be mailed to the IRS along with any income statements that you have such as; W2s, 1099s, etc. if income was the reason for the amended filing.
*This is a free service for customers who filed their originally accepted tax return using our site.
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Amend a return that was not filed with OnLine Taxes
To amend a return that was NOT originally filed with OnLine Taxes, go to our Amended page and select to Create an OnLine Taxes Return for the year needed.
You will be prompted to create a username and password for your return. *Keep a record of your username and password as they are required for all future logins.
Next, our software will guide you through an online interview allowing you will enter information for the correct 1040 that you will be paper filing. Once the correct return is complete, we will display a fill-in form for your 1040X asking you to enter the values from your originally accepted, incorrect 1040. This allows us to correctly populate your 1040X since the original was not filed through our service. Three sets of forms will then be listed for you to view and print; the correct 1040, the incorrect 1040, and your Amended Return 1040X Form. All fields from the incorrect Federal 1040 Form that was generated by our software must match the return you originally filed that you are now amending. You will need to mail all three sets of forms to the IRS along with any income statements such as; W2s, 1099s, etc. if income differences is the reason you are filing the amended return.
**Direct deposit is not an option when amending your return. If there is information on your 1040 for direct deposit, a paper check will still be mailed to you.
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How do I file a State Only return?
E-Filing of State only returns is not allowed. You can prepare a state only return, but would be required to print and mail it in to file upon completion. All Federal inputs are required as this is how the state portion is calculated. You will first be required to complete the online interview as if you were filing a federal return. Next, you will complete the online interview for your state(s). Once completed, you will review, print and mail the forms in to the state(s).
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