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 2018 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 2018 Tax Return?
To create a new return you will go to our home page. Use the "Start Now" button on the home page. You use this link to create a username and password for your OLT ONE account. Once logged in you will be able to start the current year's taxes and link in prior years. *Keep a record of your username and password for all future logins.
Top
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.
Top
Can I use the same username and password that I used last year?
You can use the same username from last year unless it has already been chosen by someone else for this tax year. However, you will need to begin by clicking on Start Now to set up your OLT ONE account. Once in the OLT ONE account you can link in the prior years and begin the current tax year.
Top
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 "Sign In" link located on the home page. 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.
Top
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 Sign In button. Enter your username, password, and security code at the bottom of the screen.
Once you get logged in and choose to go to that year, you will see the status of your federal return, and state return if applicable.
Top
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 "Sign In" button. Enter your username, password, and security code at the bottom of the screen. Once logged in, choose the year of the return you need to access, then 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.
Top
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.
Top
How do I login and correct a rejected return?
To correct your return, go to our home page. Use 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.
Top
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.
Top
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 Sign In button. Enter the username, password and security code at the bottom of the screen. You will click on the tab for the year you are needing. This will take you to the Tax Return Status page allowing you to view and print your prior year forms using the links in each section that say View/Print.
**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.
Top
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 Sign In button.
Top
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.
Top
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 Now button on our homepage if you do not have an existing OLT ONE account or Sign In if you do already have an OLT ONE account.
You will need to complete the personal information at the beginning of the return then will get to the question asking if you need to file an extension. Answer yes, then follow the software prompts.
To view our federal extension information page, click here.
To view our state extension information page, click here.
Top
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.
Top
Amend a return filed with OnLine Taxes
To amend your return that was originally filed with OnLine Taxes, choose the Sign In button on our homepage. Enter the username, password and security code at the bottom of the screen. Choose the year you need to amend. 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.
Top
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 OLT ONE account if you do not already have one.
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.
Top
How do I file a State Only return?
E-Filing of State only returns is not allowed. New York is an exception, state only E-file is 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).
Top




Simple    |    Fast    |    Accurate