When a run stops
Occasionally a run stops before it finishes, usually because of an unreadable file or a temporary service problem.
- You're never charged for a run that didn't finish. Any hold on your card is released.
- Press Start again in the red banner on the engagement. It picks up the same files.
- If it stops a second time, we're alerted automatically and a person looks into it. You don't need to do anything else.
- Password-protected PDFs can't be read. Remove the password and use Add documents, or upload the file again on a new engagement.
- Very large scans take longer; the progress bar keeps moving while it works.
More guides: Getting started · Get clients from the Find a CPA directory · What to upload · Working the open items · Print the tax file (for preparers who work on paper) · The client email (PBC list)