Skip to main content

Help a client who cannot pay a tax payment

Maggie Shipley
Updated

This article applies to firms using the Remitian integration with Aiwyn.

Diagnose why a client cannot complete Pay Now in their client portal, or why their payment is stuck at Awaiting setup or has gone Overdue, and get them paying.

Steps

  1. Open the client's Tax Payments tab in the Aiwyn firm portal. This is where tax payments managed through Remitian appear. Use the Taxpayer, Entity, Tax Authority, Tax Type, Tax Year, and Description columns to identify the payment, then check its Status.
    • Awaiting setup: the client has not finished Remitian setup for this tax authority. Go to step 2.
    • Overdue: the due date passed without the payment processing, usually because a bank account or tax account was never connected. Go to steps 2 and 3. The overdue row has no Pay Now option in the client portal, so the client cannot pay that row there.
    • Upcoming or Due Soon but the client reports an error: go to step 4.
  2. Click Go to Remitian, open the client, and check the Tax Accounts tab. The client needs both a tax account for the authority the payment is for and a connection to that authority. An IRS payment needs an IRS tax account; a state payment needs that state's account.
    • If the Tax Account Connection column shows something still to connect, complete the connection or ask the client to.
  3. Check the Bank Accounts tab. If no bank account is linked, ask the client to click Pay Now in their portal and link one when Remitian prompts them.
    • Canadian clients must also complete an identity check inside Remitian. Aiwyn shows only Awaiting setup while this is pending.
  4. If the due date has passed and the payment is still unpaid after setup is complete, open it in Remitian and confirm that it did not process. If it still needs to be paid, a firm user can create a replacement payment in Remitian. Remitian requires a minimum two-business-day lead time, so schedule the replacement at least two business days ahead; it will not accept a payment date inside that window. The client can use Pay Now for the replacement once it appears in Aiwyn as Upcoming or Due Soon.
  5. If the client cannot open the payment portal after clicking Pay Now, ask them to try again in a minute. If the problem persists, contact Aiwyn Support.
  6. If the client did not receive the text message verification code from Remitian, confirm the phone number on their Remitian taxpayer record is correct.
    • Aiwyn Support can provide documentation and guidance on updating information in Remitian.
    • If codes still do not arrive because of a problem with the client's phone or a technical issue on Remitian's side, contact Remitian Support for help.
  7. Once the client has paid, allow up to 15 minutes for the status to update in Aiwyn.

Portal reference

  • Aiwyn firm portal

    • The tab is called Tax Payments. Its columns are Status, Taxpayer, Entity, Tax Authority, Tax Type, Tax Year, and Description.

       

    • Remitian view:

       

Related

  • Set up a client so their tax payments appear in Aiwyn
  • Tax payment status reference
  • Open Remitian from Aiwyn

Related articles