Frequently Asked Questions
 
Login Questions:
I don't know my Login ID, Password or Employer Pin?
When I login, I am being asked to setup a challenge question & answer?
Why has my account been locked?
Who do I contact if my account has been locked?
When I click the Forgot Password link, I receive an "Invalid Request" error message?
I requested my password via email, but I never received it?
Why am I being forced to change my password?
When changing my password I'm receiving an "Invalid information. Please verify" error message after correctly entering my current password?
 
Recipient Consent Questions:
How do I give consent to obtain my Original form online?
I consented to receive my online form but when I try to get my tax form form it says I have not consented?
My employer's consent period expired and I have not consented, how can I give consent?
How do I change my consent email address?
How do I "Opt In" to obtain my pay stub online?
How do I "Opt Out" to stop receiving my pay stub online?
 
Obtaining Online Form Questions:
How do I retrieve my Original form online?
How do I obtain a copy (Reissue) of my form online?
The form year I need is not listed?
I'm receiving an error message after selecting "Continue To Print" or the "Email" option?
After selecting the year on the Reissue Request Page I'm receiving an error message?
How do I retrieve my pay stub online?
My online form information is not valid?
I'm receiving an error message after selecting "View/Print Pay Stub" or the "Email Pay Stub" push button?
Do I need Adobe Reader to view or print my online form? If so how do I get this application?
When I select the link to print my online form I receive an error that says file does not begin with %pdf?
I'm receiving an error page after selecting the link to view and print my online form?
What can I do if I experience problems printing my form online?
There are no spaces between the text on my online form?
I never received the email with my online form attached?
 
Miscellaneous Questions:
Can I import my online form information into Turbo Tax?
Does e-PRINTIEW support an SSL (i.e., secure socket layer) communication level?
Why do I receive a Security Alert message?
Can I use AOL's Web Browser to obtain a copy of my online form?
What Internet browsers best support e-PRINTVIEW processing?
Email Technical Support
 
 
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Q I don't know my Login ID, Password or Employer Pin?
   
A. If you don't know what to use or you're receiving an invalid login message because of your Login ID, Password or Employer Pin please contact your payroll department. Unfortunately this online service is not authorized to give out any login information.
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Q When I login, I am being asked to setup a challenge question and answer?
   
A. Setting up a Challenge Question is highly recommended. It will better protect your account, adding another layer of security, and it is used to help verify your identity when resetting your password in the event you forget it.
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Q. Why has my account been locked?
   
A. If you have had invalid login attempts, your account will lock for security purposes.
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Q. Who do I contact if my account has been locked?
   
A. To unlock your account, use the contact phone number or email address displayed while attempting a login.
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Q. When I click the Forget Password link, I receive an "Invalid Request" error message?
   
A. The Forget Password link will only work if you have changed your password on this site at least one time and your employer authorizes e-PRINTVIEW to send password information to you. You also must enter the same primary or secondary email address as when you changed your password or updated your email addresses in the "My Account" section.
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Q. I requested my password via email, but I never received it?
   
A. You may have incorrectly typed your email when you requested your password.
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Q. Why am I being forced to change my password?
   
A. You are forced to change your password if your password has expired or if it is the first time you have logged into the system. This is for added security, and depends on your company's settings.
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Q. When changing my password I'm receiving an "Invalid information. Please verify" error message after correctly entering my current password?
   
A. Make sure you are entering your password exactly how you entered it on the initial login page. If that still does not work and you are using Internet Explorer please try the following:
  • Select Tools / Internet Options
  • Select the "Content" tab
  • Select Disable
If you don't want to disable this I.E. feature select "Settings" and adjust it to a lower level.
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Q How do I give consent to obtain my Original form online?
   
A. To receive your Original online form you must first give consent.  You do this by logging in using your Login ID, Password and Employer Pin. Once successfully logged in you will arrive at the My Account page . If your employer is enrolled in the Original online form service you will see a link to consent to receive your Original form online. If you do not see this link you may select the form Reissue link to receive a copy of your online form.
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Q. I consented to receive my form online but when I try to get my online form it says I have not consented?
   
A. You may be receiving this message because when you consented your Login ID was entered incorrectly or has changed. If the consent period is still active you may consent again by selecting the consent link on the My Account page or your employer will be sending your online form to you.
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Q. My employer's consent period expired and I have not consented, how can I give consent?
   
A. If your employer's consent period expired you cannot give consent to receive your Original 2013 form online. Your employer will send the form to you. You can give consent now for next year's form.
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Q. How do I change my consent email address?
   
A. You may change your consent email address by logging into the "My Account" section of eprintview. Select the 'Update email address' link.
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Q How do I "Opt In" to obtain my pay stub online?
   
A. Log in using your Login ID, Password and Employer Pin. Once successfully logged in you will arrive at the My Account page. Select the "Click here to get your pay stub" link. Follow the on-screen instructions by selecting the year of the pay stub you would like to view. If you haven't already opted in and your employer requires this option, the "Opt In" push button will display. Select this push button to opt in and begin receiving your pay stubs online. If you do not see the Opt In or Opt Out push buttons, your employer is not utilizing this feature.
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Q How do I "Opt Out" to stop receiving my pay stub online?
   
A. Log in using your Login ID, Password and Employer Pin. Once successfully logged in you will arrive at the My Account page. Select the "Click here to get your pay stub" link. Follow the on-screen instructions by selecting the year of the pay stub you would like to view. Select the "Click here" to Opt Out of online pay stubs and begin receiving paper copies link. The "Opt Out" push button will display. Select this push button to opt out and stop receiving pay stubs online. If you do not see the Opt In or Opt Out push buttons, your employer is not utilizing this feature.
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Q. How do I retrieve my Original form online?
   
A.
  • Login to the My Account page
  • If you have not already consented to retrieve your Original form online, do so by selecting the 'Consent to receive your tax form online' link
  • After completing the consent return to the My Account page
  • Select the '2013 Tax Form' link
  • Depending on the service options your employer is enrolled in select the 'Continue to View/Print' or 'Email' button
  • Follow the on-screen instructions
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Q. How do I obtain a copy (Reissue) of my form online?
   
A.
  • Login to the My Account page
  • Select the 'Tax Form Reissue' link
  • Select the appropriate year
  • Select the reason for the Reissue
  • Select 'Continue to print' or 'Email' button
  • Follow the on-screen instructions to complete your transaction
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Q. The form year I need is not listed?
   
A. The years displayed are the years your employer is enrolled in the online service. If you need an online form for a year that is not displayed, you will have to contact your payroll department.
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Q. I'm receiving an error message after selecting "Continue To Print" or the "Email" option?
   
A. If you are using Internet Explorer please try the following:
  • Select Tools / Internet Options
  • Select the "Content" tab
  • Select Disable
If you don't want to disable this I.E. feature select "Settings" and adjust it to a lower level.
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Q. After selecting the year on the Reissue Request Page I'm receiving an error message?
   
A. If you are using Internet Explorer please try the following:
  • Select Tools / Internet Options
  • Select the "Content" tab
  • Select Disable
If you don't want to disable this I.E. feature select "Settings" and adjust it to a lower level.
  Back to FAQ's
Q. How do I retrieve my pay stub online?
   
A.
  • Login to the My Account page
  • Select the "Click here to get your pay stub" link
  • Follow the on-screen instructions by selecting the year and date of the pay stub you would like to view
  • You will have the option to view/print or email your pay stub
  • Depending on your company's settings you may be required to "Opt In" prior to receiving your pay stub online. If available, select the "Opt In" push button to begin receiving your pay stubs online.
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Q. My online form information is not valid?
   
A. If your online form information is incorrect, you must contact your employer regarding any questions.
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Q. I'm receiving an error message after selecting "View/Print Pay Stub" or the "Email Pay Stub" button?
   
A. If you are using Internet Explorer please try the following:
  • Select Tools / Internet Options
  • Select the "Content" tab
  • Select Disable
If you don't want to disable this I.E. feature select "Settings" and adjust it to a lower level.
  Back to FAQ's
Q. Do I need Adobe Reader to view or print my online form?
   
A. Yes, you will need Adobe Reader. If you do not have Acrobat Reader installed on your computer, you may download a free copy by going to Adobe's download page. Complete steps 1 through 3. When the File Download window appears select save this program to disk. Select the location and save (write down the file name and directory where you are saving the file). Once the download is complete, return to your desktop and select Start / Run and type the location and name of the file that was downloaded. Complete the installation by following the setup instructions.

Once the installation is complete, close your Web Browser then re-open it. You may print your online form by repeating the same login steps. If you select the print online option please make sure the latest version of Adobe Reader is launching.
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Q. When I select the link to print my online form I receive an error that says file does not begin with %pdf?
   
A. The error you're receiving may be related to several different factors. Most likely it's due to an issue with your Adobe Reader's Web Component. Please try one of the below solutions as a work around to retrieve your online form.

  • Select the Email form option. This will email the online form to you.
    Or
  • Right click over the "2013 Tax Form" link or "Click here to get pay stub" link and select "Save Target As.." from the menu option. This will save the PDF file to your computer. You can then browse to the file and open it directly in Adobe Reader.
    Or
  • Upgrade to the latest version of Adobe Reader.
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Q. I'm receiving an error page after selecting the link to view and print my online form?
   
A. You can only select the link once to view and print your online form in the same browser session. If you need to reprint or view the online form again return to the My Account page and select the appropriate link to view and print your online form again.
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Q. What can I do if I experience problems printing my form online?
   
A. If you cannot print online, please select the Email option. You will receive an email with your online form file attachment.
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Q. There are no spaces between the text on my online form?
   
A. The problem may be with your printer driver. Re-print your online form but this time check the "Print as Image" box on the printer settings.
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Q. I never received the email with my online form attached?
   
A. If your attempting to send the form to a free email account (i.e. hotmail, yahoo, etc.), they may have a limitation on the size of the attachment file. If this is the case, try sending the online form to another email account. If you do not have an additional email account, you may print the form online.
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Q. Can I import my online form information into Turbo Tax?
   
A. Yes! If your employer has enrolled in our Turbo Tax service you can import your online form data into any purchased Turbo Tax software.
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Q. Does e-PRINTVIEW support an SSL (i.e., secure socket layer) communication level?
   
A. Yes, e-PRINTVIEW supports 128-bit SSL encryption communication. By accessing our site you are automatically redirected through a Secure Socket Layer port. Your browser's address or location field will display the pages with an "https://" protocol heading. Also your browser may display a lock graphic in the bottom window border indicating that you are within a secure site.
   
  Netscape Communicator MS Internet Explorer

All data exchanged by our site under SSL is protected from interception and tampering by state-of-the-art encryption technology from VeriSign TM .
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Q. Why do I receive a Security Alert message?
   
A. You may be receiving this message because your web browser does not support 128 bit encryption. You can either download the latest version of Internet Explorer or download and install a patch, which supports 128-bit encryption.
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Q. Can I use AOL's Web Browser to obtain a copy of my online form?
   
A. Yes, you can use the AOL Browser. We recommend using:
Windows PC: Windows Internet Explorer TM, Mozilla FireFox TM, Google Chrome TM with the appropriate operating system specified by the browser application.
MAC PC: Mozilla FireFox TM and Apple Safari TM with operating system Version 10.6.6.
If you experience any problems with AOL's browser, you can minimize it and open one of these browsers to obtain your form.
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Q. What Internet browsers best support e-PRINTVIEW processing?
   
A. The recommended Internet browsers for e-PRINTVIEW are:
Windows PC: Windows Internet Explorer TM, Mozilla FireFox TM, Google Chrome TM with the appropriate operating system specified by the browser application.
MAC PC: Mozilla FireFox TM and Apple Safari TM with operating system Version 10.6.6.
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Q. Where do I go from here?
   
A. If you cannot rectify your problem after reviewing this FAQ page, you may click here to send an email to e-PRINTVIEW's technical support. e-PRINTVIEW does not provide telephone support.