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Error When Adding a Payment Account

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Cookies are basically tiny files that websites send to your device. Cookies can be quite useful for various aspects of the eFile & Serve website, like saving your email and login information, saving your payment account, displaying your filing history and what's in your drafts, and other important functions.

When you agree to accept cookies, you're allowing the website to use these files. If you reject these cookie files, some functions (like adding a payment account) may not function as intended or you may not be allowed to log into the website at all.

 

If you are seeing this error when on the payment accounts page and you have entered a credit card:

"There was an error submitting your form. Please check the following:

  • Account Type is a required field.

  • Account Number is a required field.

  • Routing Number is a required field.

  • Your current session has timed out, please resubmit your request."

 

This error could be caused by one of the two following problems:

  • This is due to an error in the address of the information being entered. It is recommended to check the address, and/or manually entering in the information to avoid this. Using a browser autofill can cause the wrong address being entered into the payment form.
  • This is due to your internet browser. We are seeing this happen more with Google Chrome and Safari, but we have also seen it happen with the updated Microsoft Edge browser.

 

Web browsers that don't encounter this error are Mozilla Firefox and Internet Explorer.

 

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Other Potential Causes:

If you are using one of the suggested browsers above, try clearing out your browser cookies and caches.

If you are using one of the recommended browsers above and are still having difficulties after clearing cookies/cache, the problem may be caused by security-related browser extensions (like McAfee, Norton, or DuckDuckG0) or a VPN. Try disabling these extensions and/or disconnecting from your VPN.
 
If your browser is not listed above, please refer to your browser’s help pages.
 
 

Please Note:

This error may also indicate a problem with third-party cookies. 
 
Your web browser may indicate third-party cookies being blocked with an "eye" icon at the right end of the address bar with a line through it. If you see that, click it, select the "Site not working?" link, then click the "Allow Cookies" option that shows up. That will enable third-party cookies for this site only and resolve the issue.
 
 
Firefox and Edge don't appear to block third-party cookies by default (yet) but if you have this feature enabled, you may need to turn it off to resolve this error.
 
  • NOTE: Filers may use mobile devices to access our website, but we do not recommend it. We advise using either a desktop or a laptop computer with Google Chrome or Mozilla Firefox installed.
 
For more information, click here to view Apple's support page for Safari.
  • PLEASE NOTE: Users must refresh the page after changing their browser settings for their new settings to take effect!
  • PLEASE NOTE: Once you are done adding your Payment Account, you can change these settings back.
  • PLEASE NOTE: Do NOT attempt to add a Payment Account while in Incognito Mode in your browser!
 
 
 

Please select your browser from the list to view the relevant troubleshooting steps.

 

 

Troubleshooting: Apple Safari (Apple iPhone / iPad / iOS)

  • Open the Settings app in your iOS device.

  • Scroll down to the bottom and select the Apps section.

  • All of the Apps are now organized by the first letter of the application's name. Scroll down to the "S" section and tap "Safari." (You can also tap the "S" on the alphabet along the right side of the screen.)

  • Navigate to the Privacy & Security section. Turn OFF Prevent Cross-Site Tracking.
  • Scroll down and tap Advanced.

  • Under Privacy in the Advanced menu, ensure that Block All Cookies is turned OFF.

For more information, click here to view Apple's support page for Safari.

 

 

Troubleshooting: Apple Safari (Apple desktops and laptops)

  • Click on the word "Safari" in the top left corner of the screen.
  • Click the word "Preferences" from the drop down menu.
    (This could also be listed as Settings instead of Preferences on some Apple computers.)
  • Click on the "Privacy" tab.
  • Uncheck "Prevent cross-site tracking" and "Block all cookies".
    • In the Safari settings for some MacBooks, the only option may be to set Cookies to "Always Allow."
    • In the Safari settings for some Mac OS operating systems, the "Block all cookies" option may be located in the Advanced tab.

For more information, click here to view Apple's support page for Safari.

 

 

Troubleshooting: Google Chrome (Apple iPhone / iPad / iOS)

  • Go to the Settings app in your iOS device.
  • Scroll down and select "Chrome."
  • Enable "Cross-Website Tracking".
    • NOTE: A recent update for Chrome iOS prevents allowing Cross-Site Tracking from fully resolving the error. If the errors still persist, we recommended you use Apple Safari or Mozilla Firefox instead, after adjusting the settings for whichever browser you choose.

 

 

Troubleshooting: Google Chrome (Apple desktops and laptops)

  • Open Chrome preferences click on Settings.
  • Select Privacy & Security.
  • Choose Third-party cookies.
  • Check the radio button next to ‘Allow third-party cookies.’

 

 

Troubleshooting: Google Chrome (Microsoft Windows and Chromebooks)

  • Visit the Settings page in Google Chrome via the three-button menu at the upper right of the Address Bar.
  • Head to Privacy & Security settings, then to Third-Party Cookies.
  • Click "Allow third-party cookies" and ensure "Send a 'Do Not Track' request" is deactivated.

    • If you are part of the Tracking Protection group, visit the Tracking Protection section in the Privacy & Security settings instead. Once there, turn the "Block all third-party cookies" option off.

 

 

Troubleshooting: Google Chrome (Android devices)

  • Go to the Settings menu in the Chrome application (three vertical dots).
  • Go to Privacy & Security.
  • Go to Safe Browsing and select 'No Protection' (It is recommended to turn this back on after adding the payment account).
  • Return to Privacy & Security.
  • Go to Third Party Cookies and Allow Third Party Cookies.
  • Go to Do Not Track, and turn off.

 

 

Troubleshooting: Microsoft Edge (Apple desktops and laptops)

  • Launch Microsoft Edge.
  • Click Microsoft Edge in the menu bar and choose Settings.
  • Go to Cookies and Site Permissions in the side menu.
  • Select Manage and delete cookies and site data on the right.
  • Toggle on Allow sites to save and read cookie data (recommended).

Microsoft Edge cookies settings on macOS

 

 

Troubleshooting: Microsoft Edge (Microsoft Windows)

  • Users will be alerted to the problem by a cookie symbol in the browser's Address Bar with a red circle containing an X. Hovering the mouse over this symbol will show a tooltip that reads "Third-party cookie blocking".
  • Click the button with three horizontal buttons at the far right of the Address Bar, then select "Settings".
  • Click on "Privacy, Search, and Services" in the left panel.
  • Click on "Cookies" under Cookies in the right panel.
  • Deselect "Block Third-Party Cookies".

 

 

Troubleshooting: Mozilla Firefox

  • Filers will need to go to their Browser settings (three horizontal lines -> Settings). Click on the Privacy & Security option in the left hand side bar menu.
  • For Enhanced Tracking Protection, set it to Custom. Uncheck the box next to Cookies, and ensure that the Tracking Content drop down is either unchecked or set to Only in Private Windows.
  • Below this, ensure the Do Not Track signal is set to "Only When Firefox is set to block known trackers".
    • Additional Tip: Clear cookies and cache from the Clear Data options below.

 

 

Troubleshooting: Brave Browser

  • Visit the Settings page in the Brave Browser via the three-line menu at the upper right of the Address Bar.
  • Click on the word "Shields" in the left-hand panel of the Settings screen.
  • Set the "Trackers & Ads Blocking" setting to "Disabled" in the dropdown menu.
    (You can set this back to "Standard" after adding your Payment Account.)
  • Set the "Block Cookies" setting to "Allow All Cookies" in the dropdown menu.
    (You can set this back to whatever setting you had it on after adding your Payment Account.)
  • Close the Settings page.
  • Refresh the e-File & Serve system page and try adding your Payment Account again.

 

 

Troubleshooting: Samsung Mobile Browser

  • Open the Samsung browser.
  • Tap the three horizontal lines menu icon in the bottom right corner, then select Settings.
  • Scroll down and tap on the Privacy Dashboard option.
  • Tap on Smart Anti-tracking.
  • To always unblock cross-site tracking, select Always.

 

A Note About DuckDuckGo

Duck Duck Go does not allow cross-site tracking or third-party cookies due to its privacy protection settings. We recommend using a different browser to access the e-File system instead, like Google Chrome, Mozilla Firefox, Microsoft Edge, or Apple Safari.

 

 

A Note About Apple Safari on Microsoft Windows

Unfortunately, Apple no longer supports running Apple Safari on Microsoft Windows computers. The last version of Safari to run on Windows, Safari 5.1.7 released in 2010, is too outdated to support and was discontinued. Ergo, we do not offer support for Apple Safari on Microsoft Windows devices.

For more information, please refer to this article: "Update To the Latest Version of Safari"