Frequently Asked Question (FAQ)
Frequently Asked Question (FAQ)
Emails from the system


Our system sends you emails in order to perform system related tasks during the filing process (registration, password resets, authentication, e-filing receipts to name just a few). You must be able to receive our emails and follow the instructions (or click links) in the emails in order to successfully complete the filing process.

If you do not receive an email:

Our system sends emails to the email address we have on file for you in your Login ID. You should generally expect to receive an email within a minute or two of the time the system said it sent it. All of our emails have a return address of support@form990.org. If you do not receive an expected email from our system, please:
  • verify that the email you entered into our system is your correct email address
  • check your Spam folder to see if the email is there
  • search your mail client for emails from support@form990.org
  • make sure that you have our email address (support@form990.org) whitelisted or add our email address to your contacts
  • make sure that your antispam settings are not so high that you cannot receive emails from us

Changing your email address:

Sometimes changing your email address can correct the problem. If you did not receive an email and you have another email you can use, you might try changing the email address in your Login ID to the other email address. You can do that by going to the Manage Account page and clicking the button to Edit Login ID. If you are not able to log in to do that, you can have the primary user for your organization change it for you. If the primary user is not available (or you are the primary user) you can contact tech support at support@form990.org and we will change it for you.

Recovering from email problems:
  • Authentication emails: Each time you start the authentication process the system generates a new authentication code, so if you have several authentication emails, make sure you use the LAST one. You will receive an error if you use an earlier one. If you are unable to determine which is the last one, delete all authentication emails you may have and start the authentication process over. The system will send you a new authentication email.

  • Password Reset emails: Each time you click the Reset Password button on the Login page, the system generates a new reset code, so if you have several reset emails, make sure you use the LAST one. The reset process will not work if you use an earlier one. If you are unable to determine which is the last email, delete all password reset emails you may have and start reset process over. The system will send you a new reset email.



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Last modified: November 20, 2018.