• Account Management
  • Update Firm Information
  • Update Addresses
  • Update Login Information
• PPR/ EF Activity
  • Increase PPR Balance
  • Client E-File Status
  • SBBT Funding Status
• Product Information
  • Download Products
  • Order Status
  • Product Licensing
  • Release Dates
• Support
  • Support Home
  • Top Support Topics
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ProSeries Frequently Asked Questions

Getting Help

Products Affected:

• ProSeries
• ProSeries Express Edition
• ProSeries Basic Edition

ProSeries offers a wide variety of help and support options for you to choose from, including self support (24/7) and assisted support. Information and answers to many frequently asked questions and common support issues can be found in our tax programs and on our Web sites. Listed below are some of the resources available to assist you with your ProSeries questions.

| ProSeries Tax Software | ProSeries Web Site | Online Communities | Telephone Support |

ProSeries Tax Software

One of the special features of ProSeries is the many ways for you to get help and information within the ProSeries program. Here are some of the most often used methods:

• Help Toolbar in HomeBase - Includes a Search feature and links to the Most Common Support Questions.

  Note: When a return is open, a portion of the Help toolbar is replaced with Field/Form Help which shows information about the currently-selected field or form. You can use the Search feature to quickly find answers to your questions. Simply type your question or keywords in the Search field, then press ENTER or click the Search button. If your question concerns a particular type of return, open a return of that type before you enter your question.

• Help Center - The Help Center allows you to get a variety of helpful information about your clients' tax returns and your ProSeries products from one, easy-to-use location:
  • Tax Return Help - When a return is open, this section includes Tax Help, Government Instructions, and Cross Reference information.
  • ProSeries Help - This section includes the on-screen User's Guide, Program Help, and a link to the online Tutorial Videos for ProSeries and ProSeries Express Edition.
  • Technical Support - This section includes Quick Answers, a link to E-mail Support on our Web site, and ReadMe Information. After installing a new product or an update, we strongly recommend that you view the ReadMe to get important information about tax legislation issues and other issues to be aware of, forms that are not final and cannot be filed, and much more.
  
  
• Final Review - When a return is open, this feature can be accessed from the Information menu (or the Federal and State Final Review buttons in ProSeries Basic Edition) and can assist you in ensuring the accuracy of a return. The interactive diagnostics and error messages allow you to go directly to the input that is triggering the diagnostic or error message so you can review it for accuracy or completeness.
• QuickZoom - QuickZoom buttons and icons are available on many forms and fields to allow you to quickly access the source of that information in a return.

Notes

• When you install ProSeries software from the ProSeries CD, the on-screen User's Guide is automatically installed on your computer's hard drive or a network drive.
• When the Help Center is open, if you don't see the left navigation part of the Help Center (because it's behind the ProSeries window), click anywhere in the right side of the Help Center.
• Some of the help features within the Help Center can be quickly accessed by using keyboard shortcuts. For example, when in a tax return on a data entry field press F4 to view Tax Help for that field. A complete list of keyboard shortcuts can be found in the on-screen User's Guide.

ProSeries Web Site

ProSeries Resources - View the latest User Guides for ProSeries products. (PDF Files) Also, includes links to general e-file and tax information.

ProSeries Training - Video tutorials and information about seminars and webinars for ProSeries.

ProSeries Support - Provides answers to many frequently asked questions and common support issues.

• Top Support Topics - View top support topics and issues.
• Knowledge Base - Search or browse the online Knowledge Base.
• Release Dates - View anticipated release dates for ProSeries products.
• ProSeries News - View previous editions of our proactive communication e-newsletter.

My ProSeries - Provides you with protected access to information you need from ProSeries. Login to increase your pay-per-return balance (PPR), check the status of your order, update your e-mail address, chat with a support expert, and much more:

• Manage My Account - Update your firm information, change your billing and shipping addresses, and update your account profile, including your e-mail address and password.
• PPR/EF Activity - Increase your pay-per-return balance, check the e-file status of a tax return, or check the Santa Barbara Bank and Trust (SBBT) funding status of a bank product.
• Product Information - Check the status of your ProSeries order and view anticipated online and CD ship release dates for your purchased products. Also, license or manually download your ProSeries products, if you are unable to do so from within the ProSeries software.
• My Support Options - Access your online support options such as send an e-mail, chat with customer service and support experts, or in some cases, request a callback.

Online Communities

ProSeries Forums - Participate in ProSeries forums where you can ask and answer questions, exchange ideas, and share successes with your peers.

TaxAlmanac - Free, online tax research tool and community for tax professionals. Also, includes featured articles and discussion forums.

Telephone Support

• Call Automated Customer Support - 800-723-0692 (available 24/7)
  • License Product/Update Firm Info - License your copy of ProSeries or update your firm information.
  • Release Dates - Listen to initial release dates for ProSeries products.
  • PPR/EF Activity - Increase your pay-per-return account or electronic filling transmission fees.
• Call Customer Service and Support Agents
  • Customer Service - View phone number and hours of operation for Customer Service.
  • Customer Support - View phone number and hours of operation for Customer Support.

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