TaxCaddy Support

HeimLantz will request to connect with you via email. By connecting with HeimLantz, you’ll be able to communicate with your tax advisor, and he or she will have access to the tax documents you upload in TaxCaddy.

Once you are connected to us, you will see requests from us when we issue your questionnaire and requested items list.

In today’s world, keeping your personal information secure is extremely important. TaxCaddy has been independently audited, tested, and validated by C-Level Security, LLC. The C-Level Certified Seal verifies that TaxCaddy employs the strictest security steps for safeguarding your data.

In addition, TaxCaddy uses Amazon Web Services for secure, reliable storage. Your documents are encrypted in transit and at rest using Amazon’s best-in-class Secure Socket Layer and Server Side Encryption technologies.

Rest assured, both HeimLantz and TaxCaddy take the security of your data very seriously. To read more about security click this link.

When using TaxCaddy, Google Chrome is recommended. However, Firefox, Edge, and Safari are also supported. TaxCaddy is not supported on Internet Explorer. For best results when using TaxCaddy.com on a tablet or mobile device, we recommend flipping the device to landscape orientation for best results

For anyone with a smartphone or tablet device, the TaxCaddy app is a great addition. By using the app, you can take pictures of paper documents and upload them as you receive them (similar to depositing a check using your mobile banking app). You can also send a message to your HeimLantz advisor from any location where you have internet connection. The app is not required, but it certainly adds features to make your tax filing process easier.

Whether it is a spouse or someone else, you can invite the person you select to be an additional user on your account. The user you decide to add can upload important documents, view tax documents you have already uploaded, and review some tax documents your tax professional uploads. Adding a spouse as your additional user allows him or her to sign any spouse-related documents.

At any time, you can take away an additional user’s access. Here is how to add or disconnect a user.

To upload documents to TaxCaddy, click link for upload instructions. Use either TaxCaddy.com or the mobile app.

For TaxCaddy assistance, use the following resources:

• TaxCaddy Help Center: You can access the Help Center from your account. In the top right corner where your account name is located, click to open the menu. Select Help to be taken to the Help Center.
• Contact your HeimLantz representative – Noreen.Haenn@HeimLantz.com or 443-603-1817
• Send us a message through your TaxCaddy Account.
• Click on the Messages screen and then click the plus sign in the Message Threads column to create a new message.
• Contact TaxCaddy. (Please Note: TaxCaddy does not provide phone support.)
• Submit your request online through your TaxCaddy account. On the Overview screen, click on the Support button in the bottom left. Then click Contact Us and complete the form. You can also send an email directly to Support@TaxCaddy.com.
• Support hours are Monday through Friday from 7 am to 5 pm PST, excluding holidays.

Smart Links create a link between TaxCaddy and your financial institution. This feature saves you a step by allowing TaxCaddy to retrieve documents (your W-2, 1099, or 1098, for example) directly from your financial institution rather than you having to manually upload the documents. Click this link to see the full list of financial institutions with which TaxCaddy can connect.

Follow these steps to add a Smart Link to a document retrieval account using TaxCaddy.com on your PC, Mac, or Tablet.

Concerned about the security using Smart Links? Do not worry. TaxCaddy will only use this information to transfer your tax documents from your institution to your TaxCaddy account. TaxCaddy uses the highest industry-standard 256-bit SSL data encryption to ensure the safety of your personal information. Click link for more information on Smart Links security.

Yes! You can access your account 24/7 from any location with internet connection and use your smartphone or tablet to take photos and upload the documents or receipts you wish to store in your TaxCaddy account.

If your child has a small number of tax documents, it is okay to upload them to your TaxCaddy account. Be sure to include your child’s name in the file name and place the document(s) in a separate category.

If you are not sure whether to add them to your TaxCaddy account, please send us a message through TaxCaddy, and we will be happy to discuss further.

First, make sure you are logging in to TaxCaddy with the proper email address for your account. If you forgot your password, you can reset it on the TaxCaddy login webpage. Click the link for instructions on resetting your password. Make sure all fields are correctly filled out.

If you still cannot log in, check your email to see if your account has been temporarily locked.

Click link for additional answers to common login problems.

You can also contact TaxCaddy support by sending an email to Support@TaxCaddy.com and explaining your situation.

Follow these steps to keep your TaxCaddy account secure.

TaxCaddy uses two-factor authentication to help keep your account secure by prompting you to enter a security code each time you log in. This is a required feature. When logging in to TaxCaddy, you can select “don’t ask me for verification again on your computer/device” to have TaxCaddy remember it. This will make it so you do not need to enter the security code when logging in on your device in the future. Two-factor authentication will remain enabled, and you will be prompted to enter a code when logging in to TaxCaddy from another device.

Do not use the same password you use for another account. Keep your TaxCaddy password private.

Be sure to change your password whenever there is a possibility that someone else may have gained access to your password.

Ensure your security questions and answers are strong and not easy to guess. If someone is attempting to gain access to your account, consider updating your security questions.

Emails from TaxCaddy will end in *****@TaxCaddy.com. If you receive a suspicious email about TaxCaddy or an email that appears to be from TaxCaddy but is from a different email domain, please do not click any links, forward it to Support@TaxCaddy.com, and mention “suspicious email” in the subject line.

You will use two-factor authentication when you initially log in to your TaxCaddy account or if you are logging in to TaxCaddy from a different device. When logging in you have the option to select “don’t ask me for verification again on this computer/device.” This allows TaxCaddy to remember your device so you do not need to enter the code when logging in on this specific device in the future. Two-factor authentication will remain enabled.

When logging in to TaxCaddy from a different device, you will be asked to enter a code to log in.

We are here to answer any questions you may have about TaxCaddy. There are two methods to get help or answers to your questions about TaxCaddy.

Please contact Noreen Haenn at Noreen.Haenn@HiemLantz.com or 443-603-1817.

You may also call your HeimLantz office during normal business hours and ask to speak with one of our TaxCaddy specialists.

Send us a message through your TaxCaddy account. We will respond within two to four business hours.

Contact TaxCaddy. Please note TaxCaddy provides assistance electronically only.

Submit an online request via the TaxCaddy Help Center -OR- Email Support@TaxCaddy.com. Support hours are Monday through Friday from 7 am to 5 pm PST, excluding holidays.