Hi @mischagcarr 
Thanks for your question. Are you receiving any error codes? If you can share the code we can help figure out what is causing the issue. 

Alternatively, you can contact customer service for assistance. 

You can call customer support at 1-888-829-8608.

During tax season (from CRA NETFILE opening (February 24, 2025) to the regular filing deadline (April 30, 2025), we're available 7 days a week during these hours:

• 9 AM to midnight ET for English support
• 9 AM to 9 PM ET for French support

During the rest of the year (up until February 23, 2025, and from May 1, 2025 to mid-February 2026, we're available Monday through Friday, 9 AM to 6 PM ET for English and French support.