Of course, we first suggest you search our Knowledge Base and Corptax Help before entering a case. There's a good chance your answer can be found there!
But, if you need to create a support case, the more information you provide, the better. This helps us direct your case to the appropriate support representative as well as get a head start on your question before we call you. We want to resolve your issue as soon as possible and keep you moving as we know your time is valuable during busy season.
Include the following in your case:
- Name of Environment and Enterprise
- Provide alternate telephone numbers at which to reach you, if desired. What is your availability for a call? Are there any colleagues we should contact if we cannot reach you?
- Name of the Calculation you are running for your return (e.g. FE19, XCA19, etc.)
- The form number, name of schedule, line number, and so on that you need assistance with
- If receiving e-File errors, export your errors to Excel and attach to your case
- If receiving any other kind of errors, include screen shots
- If preparing an international form, are you using Legacy or NextGen?