Good news: Over 95% of customers complete setup without any issues. This guide covers quick answers for occasional questions.
Key Takeaways
- Most questions have simple answers - check this guide first
- Mail typically takes 3-5 business days to start arriving at your new address
- DMV/bank rejections usually result from address format issues - we can help
- Contact support if you can't resolve an issue using this guide
Mail Not Arriving
I just signed up but haven't received any mail
This is normal! Here's what to expect:
- Form 1583 processing: Takes 1-3 business days after completion
- USPS updates: Mail system updates can take 3-5 business days
- Sender updates: Banks and companies may take 1-2 billing cycles to update
Timeline: Most clients start seeing mail within 1-2 weeks of completing Form 1583. If it's been longer than 3 weeks and you've updated your addresses with senders, contact support.
Mail was forwarded but I never received it
- Check your forwarding address in your dashboard - is it correct?
- Verify the tracking number (if available) with USPS/carrier
- Check if mail was returned due to an incomplete forwarding address
- Contact support with the mail piece details
Specific mail not arriving (e.g., bank statements)
If general mail arrives but specific senders' mail doesn't:
- Confirm you updated your address with that sender
- Check if the sender switched to electronic delivery
- Verify the sender has your complete address including unit/lot number
- Some senders (especially government) may take longer to process changes
DMV or Bank Address Questions (Rare)
Our addresses are accepted by the Florida DMV and all major banks. In the rare case a question arises, here's how to resolve it quickly:
DMV has a question about my address
This is rare, but easy to resolve:
| Issue | Solution |
|---|---|
| Address flagged as commercial | Request verification letter from support |
| System doesn't recognize address | Ask DMV to manually enter; provide our contact for verification |
| Missing or incorrect format | Verify you're using the exact address format we provided |
| Examiner unfamiliar with RV communities | Request supervisor; these are legitimate residential addresses |
We Can Help: If the DMV questions your address, contact support immediately. We can provide verification documentation and speak directly with DMV staff if needed.
Bank won't accept my address
Banks occasionally have issues with address changes. Try these steps:
- Verify you're entering the address exactly as provided (including unit number)
- Try updating via phone instead of online - speak to a representative
- If the system rejects it, ask them to manually override with supervisor approval
- Request a verification letter from support to provide to the bank
Login Problems
I can't log in to my account
- Check your email: Make sure you're using the email you signed up with
- Reset password: Click "Forgot Password" on the login page
- Check spam folder: Password reset emails sometimes go to spam
- Clear browser cache: Old cookies can cause login issues
- Try another browser: Rule out browser-specific issues
Password reset email not arriving
- Check your spam/junk folder
- Add our email domain to your safe senders list
- Wait 5-10 minutes and check again
- Try a different email if you have multiple associated with your account
- Contact support if still not received after 30 minutes
Payment Issues
Payment failed or card declined
Common reasons for payment failures:
- Card expired: Update your card in account settings
- Insufficient funds: Ensure adequate balance
- Bank fraud protection: Contact your bank to authorize the charge
- International transaction block: Our processor is US-based; some cards block this
- Outdated billing info: Verify your billing address matches your card
Charged but subscription not active
If you see a charge but your account shows inactive:
- Wait 5-10 minutes - sometimes there's a brief delay in processing
- Log out and log back in to refresh your account status
- Check your email for order confirmation
- Contact support with your payment confirmation/receipt
Document and Access Problems
Can't find my Declaration of Domicile
If you've had your Declaration filed but can't locate it:
- Check your account dashboard under "Documents"
- Search your email for the digital copy we sent
- The physical certified copy was mailed to your forwarding address
- Contact support for a replacement digital copy
Need documentation for a third party
If a bank, employer, or government agency needs verification of your address:
- Log in to your dashboard and request a verification letter
- Contact support if you need custom documentation
- We can speak directly with third parties if needed (with your authorization)
Still Need Help?
If you've tried the solutions above and still have an issue:
- Email: [email protected]
- Response time: Within 24 hours (usually much faster)
- Priority support: Tax Guardian and Premium members get faster responses
When contacting support, please include:
- Your account email
- Description of the issue
- Steps you've already tried
- Screenshots if applicable