When a caller filed their tax return using the DIY (Liberty Online) option at libertytax.com, their account and return records are stored in a separate, secure online system. This system is completely separate from the systems used by local Liberty Tax franchise offices.
Important system distinction: Liberty Online (efile.libertytax.com) is for tax returns that the customer filed themselves — it is NOT the Liberty Tax Client Portal. If the caller had their return prepared by a Liberty Tax preparer — at an office or virtually — their documents are in the Client Portal, not Liberty Online. See Article 6 for Client Portal assistance.
Local franchise offices do not have access to Liberty Online accounts or DIY return records. This applies to all franchise locations without exception. All DIY support must be handled by the official Liberty Online DIY Support Team.
Topics the DIY Support Team Handles
I direct callers to the DIY Support Team when they need help with any of the following:
- Password reset for a Liberty Online account
- Tax return status — whether a return has been submitted or accepted
- Accessing or printing prior-year DIY tax returns
- Confirmation that a return was successfully submitted
- Filing an amendment to a DIY-filed return
How to Contact the DIY Support Team
The DIY Support Team is contacted by email. When I provide this email address to a caller, I read it aloud clearly: "Support at E-file dot Liberty Tax dot com."
| Support Email | Support@Efile.LibertyTax.com |
| Spoken Aloud As | "Support at E-file dot Liberty Tax dot com" |
| Required Information | Full name, last four digits of SSN, email address on the Liberty Online account, phone number, and a description of the issue |
| Expected Response Time | 48 to 72 hours on average after the email is received |