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Online Access Troubleshooting

Can't access the Tax Research Platform? 

Find help by consulting our troubleshooting guide below.

 

1) Check your login/password

If you have a username and password to log in to the Tax Research Platform, make sure your credentials are correct. Please note that your username is your own email address. In the case that you have lost your credentials, please contact Customer Support.
 
  • Note: If you normally access the Tax Research Platform without the need to log in (e.g. IP access or Referred Based Access) but are experiencing difficulties accessing it, please keep on reading below.

 

2) Use Google Chrome

In order to access our Tax Research platform, we strongly recommend the use of Google Chrome, as it is the optimal browser for our database. We do not recommend using the Microsoft Internet Explorer browser.
 

3) Clear your browser cache and restart your browser

If you use Google Chrome:
Read instructions on how to clear your browser cache here.

If you use Mozilla Firefox:
Read instructions on how to clear your browser cache here.

4) Add the IBFD domain to your email safe list

As you might receive our password reminder and other communication emails in your junk folder, we advise reviewing your email provider settings and adding the IBFD domain to your email safe list.

5) If you still cannot access your content, please send the following information to Customer Support:

  • Your username/password. If you normally don't need a username and a password to access the Tax Research Platform, please follow this link http://online2.ibfd.org/cgi/my_ip.pl and let us know the IP address you see.
  • Which operating system you are using, i.e. Windows, Linux, Mac, etc.
  • Windows users: which service pack are you using. You can find this information by right-clicking on the “My Computer” icon and selecting “Properties”.
  • Which browser you are using. Please include the version number and service pack. To get this information, click on the “Help” menu in your browser toolbar, then select “About”.
  • Describe in detail the content you are trying to access, what you wish to do, the link you are clicking and the error message you get.
  • Please include a screenshot of the error message, showing the URL address bar. To create a screenshot, simply push the “Print Screen” button on your keyboard. Then, open a new Microsoft Word or Excel document (or another graphics package, like Paint) and select “Edit-Paste”. Save this file and send it along with your email.

Please send this information to Customer Support. We will try to solve the issue as quickly as possible.