> For the complete documentation index, see [llms.txt](https://help.filed.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.filed.com/reference/troubleshooting/return-paused.md). # Return paused ## What "Paused" means Paused is different from Processing or a system error. It means the workflow has stopped and is waiting for a specific user action before it can continue. Filed always displays a pop-up message explaining exactly what is needed - read that message first, as it is the most reliable guide to what happens next. ## Common causes and fixes The pop-up message identifies the cause. The sections below describe every known scenario in detail. ### Manual re-trigger needed Sometimes the return simply needs to be restarted. There is no missing document or configuration problem; the workflow stopped and needs a manual nudge to continue. ### Missing prior-year return Filed cannot complete the workflow without the client's prior-year return in their document folder. When that file is absent, the pipeline pauses waiting for it. Upload the prior-year return to the client's document folder, then click Re-run Tax Prep. ### Client not rolled over in tax software If the client has not been rolled over to the current tax year in your tax software, Filed cannot locate or populate the return. This applies to all on-premise and cloud-based tax platforms. The rollover must be completed in the tax software before Filed can proceed. Complete the rollover in your tax software, then return to Filed and click Re-run Tax Prep. ### Password-protected document If one of the uploaded source documents is password-protected, Filed cannot read or process it. The workflow pauses rather than silently skipping the document. Remove the password protection from the file, re-upload it to the client's document folder, and then click Re-run Tax Prep. ### Unsupported return type Filed AI Prep currently supports 1040 individual returns. If the return in your tax software is a business, trust, non-profit, estate, or any other entity type, the workflow will pause because Filed cannot process it. The pop-up message will indicate this. Confirm the return is a 1040. If you need support for other return types, contact Filed to discuss your options. ### Client ID not found Filed could not automatically identify the correct client ID in the tax software for this return. The workflow pauses and waits for a human to supply the correct ID before it can continue. Enter the correct client ID when prompted in Filed, then re-trigger the return. ### Other pop-up messages If the pop-up describes a situation not listed above, follow the instructions it provides. Every Paused state has a specific cause and the message is designed to describe it. If the instructions are unclear or the return remains Paused after you follow them, contact support. ## When to contact support Contact Filed support if the return is still showing Paused after you have followed the instructions in the pop-up message. Include: * The return ID * Your tax software name * The full text of the pop-up message Filed displayed * What steps you have already taken --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.filed.com/reference/troubleshooting/return-paused.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.