DATE: 23-Jun-21 Please note that June 24th is St. Jean Baptiste Day, and is observed as a Provincial holiday in Quebec. On this day all TurboTax French support lines will be closed. If you receive calls from French customers on this day, please apologize to them for the inconvenience and request them to call back the next day. ... View more

CAN CG Agent FAQ Test for Salesforce Help Panel from Prod ... View more

Last updated on 12-May-21 This article is for Full Service Senior Tax Experts only. Note: For Senior Tax Experts who do not yet have a booking link, your team lead will assign you a booking link once one becomes available. Unique Links Each expert will be assigned a unique link. For example, http://bit.ly/TTLJeffB. This link will only allow booking for Jeff B and no other expert.  Full Service - This link should be added to the Ready to Review Snippets. (See Below)  Ready to Review (call optional)  [Client Name], I have reviewed your tax return and it’s ready for you. We’re almost done! For 2020 you are receiving/owing $ xx.xx due to xxxxxx.  [Add 2-3 personal observations based on the unique situation of the taxpayer]   I have provided a line by line summary of your return, that can be viewed under your Docs.  If you have additional questions regarding your return and would like to book a review call, here is a link you can use to schedule a call with me. [insert scheduling link] If all of your questions have been resolved, you can click on “I don’t need a live review” (under Next Steps) and it is easy as 1, 2, 3.  Proceed to the Check-Out to complete your payment. Complete the electronic signing of your T183 form, which is the form required to file your return.  I will then provide you with a full copy of your 2020 tax return and a confirmation number for your filing.  Thanks! [Sr. Expert name] Ready to Review (call requested or recommended)  Hi [Client], here's an update you've been waiting for—I've finished working on your taxes.  Let's go over your results together on the phone. Here is a link you can use to schedule a call with me. [insert scheduling link]  Thanks,  [Expert name]  Scheduling Site When a client visits your booking site, they will be able to make an appointment with you, based on your Outlook calendar availability.  To prevent a client from creating an appointment with you while not on shift, you will need to make appointments in your Outlook calendar for hours you do not work while TurboTax phone lines are open. You can create recurring appointments if you work the same hours on the same days of the week.  TurboTax is open Monday to Friday from 9 AM to 6 PM EST. The booking tool will not allow clients to book appointments while TurboTax phone lines are not open.  Examples: If you live in an area on Pacific Standard Time and work Monday, Wednesday - Sunday from 3 PM to 9 PM, you would create appointments for Monday, Wednesday - Sunday from 6 AM to 3 PM & Tuesdays from 6 AM to 9 PM.  If you live in an area on Central Standard Time and work Monday, Wednesday - Sunday from 5 PM to 10 PM, you would create appointments for Monday, Wednesday - Sunday from 8 AM to 5 PM & Tuesdays from 8 AM to 10 PM.  If you live in an area on Eastern Standard Time and work Monday, Wednesday - Sunday from 6 PM to 12 AM, you would create appointments for Monday, Wednesday - Sunday from 8 AM to 6 PM & Tuesdays from 8 AM to 12 AM.  If you have a meeting already booked on your Outlook calendar, for example, a meeting with your team lead, the client will not be able to book appointments during that time.  All appointments are set in 15-minute windows with a 15-minute buffer set before and after each scheduled meeting for a total of 45 minutes booked to your calendar. When the client visits the booking site, they will see all appointments in their time zone, unless they adjust to view the appointments to an alternative time zone. A booking on your Outlook calendar for 9:15 will appear as an appointment from 9:00 to 9:45 due to the 15-minute buffer before and after each appointment.  Please emphasize with the client that you will call them at the time of the appointment and no further action is required from them once they schedule the appointment.   Your booking site will look similar to the following:  Meeting Confirmation and Reminder Emails After the client books an appointment with you, both you and your client will receive a confirmation email. The appointment will also automatically appear on your Outlook calendar. The booking will post to your calendar for your time zone. For example, if a client is located in an area on Pacific Standard Time and you are located in an area on Central Standard Time, an appointment that the client books at 9 AM PST will appear on your calendar at 11 AM CST.  Your booking email confirmation will look similar to the following: The booking on your calendar will look similar to the following: The client’s booking confirmation will look similar to the following: Meeting Modifications and Cancellations Only the client will be able to modify or cancel their booking by clicking on the “Change your appointment” link contained within their confirmation email. If the client modifies or cancels the booking you will receive a confirmation of the change and your Outlook calendar will automatically adjust for the modification.  If you are the one who needs to modify or cancel an appointment, you will need to do the following:  1. Notify the client via messaging that you need to reschedule or cancel your meeting with them.  2. Send the client your booking link and request they book a new appointment time.  3. Delete the appointment from your Outlook calendar. Frequently Asked Questions Question: What if the name listed on my booking page is not correct? Answer: Contact Agent Assistant.  Question: Who should I contact if I need help setting up my Outlook calendar?  Answer: Contact your team lead.  Question: Where can I find my booking link?  Answer: Your team lead will provide you with your booking link.  Question: Do experts have the ability to cancel/reschedule appointments?  Answer: Not at this time. You will have to reach out to the client to have them cancel/reschedule as explained meeting modifications & cancellations section above.  Question: How should I contact the client once the appointment has been made? Answer: Contact them via the phone tool within IEP. Do not respond to the email within Outlook.  Question: Can I respond to the booking email to contact the client or reschedule/cancel an appointment?  Answer: No. Only contact the client through IEP. Do not respond to the email through Outlook to contact the client. A response using Outlook via email will not go to the client.  Question: How does the client attend the appointment once made? Answer: You will call the client at the appointment time. The client does not perform any online actions to attend the meeting. There is no meeting link for the client to select to attend the meeting.   ... View more

DATE ENGLISH FRENCH Wed, Jun 23 SmartLook in TTD Wed, Jun 23 TTD Prior Year Purchases and Upgrades Wed, Jun 23 TTO Maintenance on June 24, 2021 Wed, Jun 23 French Phone Lines Closed on June 24th Thu, May 20 TTO Maintenance Maintenance de TurboImpôt en ligne Wed, May 12 Same Confirmation Number Error in TTD Même erreur de numéro de confirmation dans TurboImpôt bureau Wed, May 5 Reminder: Post-season Hours of Operation Rappel: Heures d'ouverture après la saison Thu, Apr 29 CRA Access Issue Question d'accès à l'ARC Wed, Apr 28 Postseason Hours of Operation Heures d'ouverture après la saison Fri, Apr 23 TTD Assist & Review Service Disabled Le service TurboImpôt bureau Revue-conseils est désactivé Tue, Apr 20 Grace period announced by Revenu Québec Délai de grâce annoncé par Revenu Québec Tue, Apr 20 TTO Vouchers in Salesforce Codes de bons TIO dans Salesforce Tue, Apr 6 Interest Relief Announced by the CRA Exemption d'intérêts annoncée par l'ARC Mon, Apr 5 Accuracy Alert - Tuition Transfer Amount in TTO Alerte d’exactitude - Montant du transfert des frais de scolarité en TTO Fri, Mar 26 Error Message H0C30B in RQ Returns Message d'erreur H0C30B dans les déclarations de Revenu Québec Mon, Mar 15 CRA Locked Accounts Comptes verrouillés de l'ARC Thu, Mar 11 Posting questions in Agent Assistant Publication de questions dans Agent Assistant Fri, Mar 5 DOB Missing Error in TTD Erreur «DDN manquant» dans TID pour TY20 Thu, Mar 4 AFR experiencing issues Le service de Préremplir ma déclaration éprouve présentement des problèmes Tue, Mar 2 Form TP59 (Qc) has been unlocked Le formulaire TP59 (Qc) a été déverrouillé Fri, Feb 26 RRSP Contributions Deadline 01-Mar-21 Date limite de cotisation au REER 1 mars 2021 Wed, Feb 24 RRSP Contributions Deadline is approaching La date limite de cotisation aux REER approche Wed, Feb 24 Form TP64.3 in TTD Formulaire TP64.3 (Qc) dans TID Tue, Feb 23 Form TP59 (Qc) to be locked in TTO today (Resolved) Formulaire TP59 (Qc) sera verrouillé dans TIO aujourd’hui (Résolu) Mon, Feb 22 Account Recovery Service is Live Le Service de Récupération de Compte est Actif Thu, Feb 18 Locked Forms for NETFILE Opening 22nd Feb' 21 Formulaires verrouillés pour l'ouverture d'IMPÔTNET le 22 février 2021 Thu, Feb 18 NETFILE Opens Feb 22nd IMPÔTNET OUVRE LE 22 FÉVRIER Mon, Feb 8 CRA System Maintenance Reminder Rappel de maintenance du système de l'ARC Tue, Feb 2 TY20 TTD & TTO - Print Activated TurboImpôt de bureau et TurboImpôt en ligne pour l’année d’imposition 2020 – Fonction d’impression activée Thu, Jan 28 Marketing offers sent to former TTA subscribers Offre du Marketing pour les anciens clients du programme TIA Wed, Jan 20 CRA Temporary NETFILE & EFILE Closure Interruption temporaire des services IMPÔTNET et TED Tue, Jan 19 Morph Tool for TTD L’outil Morph pour TurboImpôt bureau Thu, Jan 7 TY19 TTD Not Available for Windows 7 Users TurboImpôt bureau pour l’année d’imposition 2019 n’est pas offert aux utilisateurs de Windows 7 Mon, Jan 4 Reminder: TTA has been discontinued Rappel : TurboImpôt Avantage n’est plus offert Wed, Dec 23 CRA System Maintenance Maintenance du système de l'ARC Tue, Dec 22 New in TY20 TTD and TTO Nouveau dans TurboImpôt bureau et TurboImpôt en ligne pour l’année d’imposition 2020 Thu, Dec 17 Intuit Acquisition of Credit Karma Acquisition de Credit Karma par Intuit Wed, Dec 16 New Procedures in Salesforce Go Live Today Entrée en vigueur des nouvelles procédures Salesforce aujourd’hui Wed, Dec 16 TY20 Products Now Available Les logiciels sont maintenant offerts pour l’année d’imposition 2020 Tue, Dec 15 TTO Audit Defence Improved Client Experience Amélioration de l’expérience client pour la protection en cas de vérification de TurboImpôt en ligne Mon, Dec 14 New Procedures in Salesforce Go Live on 16 Dec 2020 Entrée en vigueur des nouvelles procédures Salesforce le 16 décembre 2020 Mon, Dec 14 TY20 Products to be released on Dec 16, 2020 Lancement de logiciels pour l’année d’imposition 2020 le 16 décembre 2020 Tue, Dec 1 TurboTax Online for TY17 has been decommissioned TurboImpôt en ligne a été désactivé pour l’année d’imposition 2017 Tue, Dec 1 TurboTax Live Full Service for TY19 will be unavailable - Thu, Nov 26 Reminder: TTA discontinuation email goes out to customers TODAY Rappel : Le courriel d’annulation de TIA sera envoyé aux clients AUJOURD’HUI Tue, Nov 24 TTA discontinuation email goes to customers on Nov 26 Le courriel relatif à l’annulation de TIA sera envoyé aux clients demain Mon, Nov 23 TTA is being discontinued TIA est interrompu Thu, Nov 19 Customer Email Sent Today - Mon, Nov 2 New Process: Update a Customer's E-mail Address Nouvelle procédure : mettre à jour l’adresse courriel d’un client Fri, Oct 16 Spoke Update - October 2020 - Thu, Oct 8 Spoke Tickets - Fri, Oct 2 CRA Letters: Processing Review Program Educational Letters for Taxpayers Lettre de l’Agence du revenu du Canada (ARC): Lettres éducatives du Programme de la revue du traitement pour les contribuables Tue, Sep 8 Satisfaction Survey in Spoke Sondage sur la satisfaction dans Spoke Mon, Aug 17 CRA Service Disruptions (resolved) Perturbation du service à l’ARC (Résolu) Fri, Aug 14 Payment Due Letters from CRA (resolved) Lettres relatives à la date d’échéance pour le paiement à l’ARC (Résolu) Thu, Aug 6 Email Change Request (ECR) Temporarily Unavailable Le service de récupération de compte est temporairement hors service. ... 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This content is for Full Service Tax Associates and Senior Tax Experts only. Last updated on 26-May-2021 Represent a Client (RAC) allows TurboTax to access it’s client’s personal and business tax information through the CRA portal, and the client must complete an authorization form in Docusign to facilitate this access. RAC authorization begins with a Tax Associate transmitting the completed form via EFILE. The client retains the power to remove the representative from their authorized access list, as they choose.  Requests to access CRA on behalf of individual or business clients will not be activated until the representative has been electronically verified. This measure was developed by the CRA to improve the security of confidential tax information and ensure representatives' authorization levels can be verified. Retaining a record of the client signed authorization is important, should the CRA make a request. Clients may be contacted by the CRA to verify a representative in the following ways: Sending a letter or email of notification: If the client has opted for mail from the CRA, they may receive a letter/notice requesting they confirm Intuit Expert Full Service as an authorized representative. If they have opted for email, they will receive an email update of account access.  In the letter or email, the client is given the option to verify this activity by replying to the letter or by calling the CRA. Represent a client portal: Clients can verify a representative and give authorization levels in the Represent a client portal, or may revoke their authorization at any time or set an expiry date. Successfully verifying TurboTax as a representative allows Experts access to client tax information to file returns, and provide additional support in case of a CRA review or audit, based on the authorization level specified by the client.  For more information on representing a client service, please review the article Authorize a representative. ... View more

Last updated on 21-Apr-21 This content is for TurboTax Live Associates and Experts only. The IEP platform gives associates and experts access to client information and engagement details. Your engagement list displays all your clients with open engagements. You will notice the following features in IEP: Engagement List The list will now be automatically reordered to show any engagement with updates at the top, as seen below. The engagement will be highlighted with a blue tab and bold client information when: A client uploads a new document. A client sends a chat message. When you click on the engagement, the highlight disappears and the client information is no longer bold. Notification Centre The notification centre displays notifications when the client completes an action in their engagement. This can be accessed by clicking on the bell icon in the right hand toolbar. When you get a new notification, a badge will appear near this icon. Note that only the primary owner of an engagement receives the notifications highlighted in blue.  Updates will appear in the notification centre when: A client uploads a new document. A client sends a chat or message. A client responds to chat messages or requests. TIP: Senior Tax Experts should notify their Senior Tax Associates if they come across requests shaded in blue when the engagement is in the Gathering Info or Preparing Return Milestone. If you have any questions, please reach out to Agent Assistant. ... View more

Last updated on 19-Apr-21 This content is for TurboTax Live Tax Associates and Experts. In March, the CRA updated the T183 form to include a timestamp for electronic signatures. This KB shows how experts can capture the timestamp. This is to comply with CRA guidelines and enable experts to EFILE successfully in Profile. IEP Docusign Date and Time Stamp Process The expert uploads the T183 into the document section of the client’s engagement in IEP. The client is able to sign electronically through the built in Docusign. The date and timestamp MUST be blank when creating the form as they are added at the time of signing. The default timezone is the Pacific Standard Time (PST). Please remember the T183 generated from Profile is password protected. The system will add the signed T183 pdf to the documents section in TTO/IEP, and all T183 files are automatically named T183-form-signed-taxp.pdf or T183-form-signed-sp.pdf.  Open the T183 form in the document section of the client’s engagement in IEP. Verify signature, date and time stamp are captured in the document. Add the date and time stamp to the T183 form in Profile, in order to EFILE.If E-signature is indicated and the timestamp is missing, there will be an error in Profile.  Manual Docusign Date and Time Stamp Process The Expert creates a T183 form from Profile using the print icon shown below. The T183 generated is not password protected. During Live Document Upload Verification, the T183 form is uploaded into Docusign and added to the envelope. Enter the client’s name, email and message. Click the Customize button to the right and include the access code (First 5 Letters of name+Last 3 digits of SIN). Click next. The Docusign field panel opens with the T183 document in the centre panel. Then from the left hand panel click, drag and drop the box that says Signature into the signature field in the centre panel, then repeat with the Date Signed box, then click on SEND. When Docusign does not capture the timestamp on a signed T183 form, the certificate feature allows you to see when the document was signed. (see below) Click on the completed document link in the email from DocuSign notifying that the client has signed the form. Click on the arrow next to ‘’Other Actions”, then click on View Certificate, then find the Timestamp details, then input the time signed into the T183 in profile. ... View more

<span class="mce_SELRES_start" data-mce-type="bookmark" style="display: inline-block; width: 0px; overflow: hidden; line-height: 0;"></span> <span class="mce_SELRES_start" data-mce-type="bookmark" style="display: inline-block; width: 0px; overflow: hidden; line-height: 0;"></span> <span class="mce_SELRES_start" data-mce-type="bookmark" style="display: inline-block; width: 0px; overflow: hidden; line-height: 0;"></span> Being a parent during the Covid-19 pandemic has certainly come with its fair share of challenges. And at TurboTax, we're here to help. By simplifying the process in TurboTax products, we've made claiming childcare expenses easier than ever before. Simply watch the video above to be guided through the process of claiming your Covid-related childcare expenses, or select your TurboTax product below to follow along in our step-by-step guide. Instructions for TurboTax CD/download versions: If you haven’t already completed filling out your personal information and reported income, make sure you do so before beginning this process. Skip ahead to the Child Care Expenses section by clicking on the magnifying glass in the upper right-hand corner Type "Child" into the search bar, then select "Child Care Expenses" from the list of results and click GO On the Child Care Receipt Summary page, select the button for Enter New Receipt For.... Fill out the required information on the next page, then click the button for Done with Receipt You will be returned to the Child Care Summary page, where you can enter any additional receipts for your dependant. If you have no more receipts to enter, click the button for Done Instructions for TurboTax Online versions: If you haven’t already completed filling out your personal information and reported income, make sure you do so before beginning this process. Skip ahead to the Child Care Expenses section by clicking on the magnifying glass in the upper right-hand corner Type "Child" into the search bar, then select "Child Care Expenses" from the list of results and click GO You will arrive at the Did You Pay for Child Care page Click on Yes to begin the process of claiming your expenses On the Child Care Receipts Summary page, click on the button for Enter New Receipt. Fill out the required information, then select the button for Done with Receipt You will be returned to the Child Care Summary page, where you can enter any additional receipts for your dependant. If you have no more receipts to enter, click the button for Done Related information: Learn more about child care expenses Why aren’t my childcare expenses being calculated on my return? Covid-19: Tax Info Centre ... View more

SmartLook is a one-way video technology that lets you connect and share your screen with a live tax expert. While the expert can view your TurboTax screen, rest assured that they won’t see you, your home, or any of your screen's content outside of TurboTax.  SmartLook is available for free with TurboTax Live Assist & Review (online and desktop versions) and TurboTax Live Full Service (online only). There’s no need to download any additional software. To access SmartLook while on call with a tax expert, simply select Shift and Enter on your keyboard. A code will appear that will allow you to seamlessly share your TurboTax screen. Note: TurboTax Live products are available for purchase only during the tax season. Related information What is TurboTax Live? I'm using TurboTax Live Assist & Review. How do I talk to a tax expert? How do I purchase TurboTax Live Assist & Review (CD/Download version)? How do I upgrade to a different TurboTax product if I installed from a CD or downloaded from the Internet? ... View more

  If you make a portion of your income from within Canada, but live abroad or haven't yet made Canada your home,  the idea of taxes can seem complicated and frustrating. At TurboTax Canada, we're here to help. We've developed this easy-to-navigate hub for all Canadian non-resident tax filers, so you can easily access the information you need, when you need it most. Everything from your residency status to your tax obligations are contained below, as well as instructions on which income tax package to file, and whether or not you are eligible for any entitlements or benefits. Your residency status What is a non-resident? Who is considered a non-resident of Canada? Your obligations Your tax obligations as a non-resident What are the Canadian tax obligations and entitlements for non-residents? Your taxes Non-resident tax What is non-resident tax? Filing your return NR-4 slips What is an NR-4 slip, and how do I enter it into TurboTax? ... View more