All Partner Call Notes – 3/7/2024
- As of Monday the 4th, 1 million returns have been transmitted
- E-filing warning related to missing 1095-A – fix will be deployed Friday
- Reject Code 8962-070 – IRS says someone on the return had marketplace health insurance
- State direct deposit and direct debit details recently added to Client Forms Listing Summary page
- Subscribe to the blog – 6,628 subscribers as of this morning
- Housekeeping reminders: One question at a time. Multiple questions get back in the queue. Keep questions general and not return/state specific
Q: What is the status of Issue 1664? We do everything via the portal and this is a problem when they cannot sign their return
A: This was resolved by our IT team on Friday, March 9th
Q: We are looking for a way to put in estimated costs in the invoice form.
A: Go to Configuration>> Fees Setup to add in prices for forms. This will automatically calculate the fees for you (will not be deducted from the return), but allows you to run reports and share with the taxpayer how much they saved by coming to a VITA site
Q: Can you clarify the new warning pop up.
A: The feature is designed to display a warning for the taxpayer’s that had 1095-A in the prior year and not on their current year if carry forward is used with the return. It is currently displaying the warning for all accepted returns (Note: This was resolved with Friday’s deploy)
Q: I had a situation where a taxpayer brought in 3 separate gambling winning documents and we could not enter 3 separate items.
A: We verified that the program allows you to enter multiple W-2Gs in the return
Q: I created a return and when it opened, we just got a blank screen.
A: We have seen this happen occasionally and it is typically when carry forward is used and there is a deactivated return on our system with the same SSN. At the point you get this, the only thing to do is to deactivate the return and start it fresh (do not select Reactivate)
Q: Why would a FSA Kiosk user see a fee in their account:
A: There are a couple of scenarios which will cause this. (1) They did not login for the very first time this year with the correct URL. For example: If they went straight to www.taxslayer.com and logged in for the first time and then went to a Kiosk URL, they would be charged because when they logged into our commercial site, it set their flag as “commercial). (2) They did not create their account with the valid URL. If they do not, their token does not get set. Deactivate their tax return…start from the correct URL
Q: When I click to print the return and I get 3 or 4 returns.
A: Reach out to support so we can try to replicate it on our end.
Q: After we send the documents to the taxpayer via customer portal, can they save and/or print them
A: Yes, they can open the PDF to print it and they can save it and/or print it.
Q: Basic info page of the MI return has a place for special notes. Do those notes get included in the e-file to Michigan.
A: Yes those notes do get included in the Michigan e-file.
Q: I have a specific form that keeps printing even though it is set to 0.
A: Reach out to support so we can look at it.
Q: How can I check on the status of suggestions that I have submitted. I feel like the suggestion box is a black hole
A: You can reach out to support with the tracking IDs and they can check on the status for you. We review all of the suggestions and create requirements based on many of them each year. There is a lot taken into consideration before a suggestion can be implemented, but for TY2023, we implemented 80+ items that came directly from the suggestion box.
Q: Do preparer notes carry forward
A: The “sticky” notes made do carry forward, but the notes entered under the Miscellaneous section do not because they are return specific and are attached to the e-file
Q: Question on the portal: Does the taxpayer see a you tube video?
A: No, but the customer portal training on the Practice Lab is broken into a Preparer section and a taxpayer section which can be sent to the taxpayer. However, that is a great suggestion.
Q: 3rd party designee section: Can enter is specific for the federal, same for IA and WI. Cannot do that for a MN return.
A: If it is something the state offers, then we can look at adding it. Yes there is an option at the bottom of the first page…will use the same 3rd party as the federal. Can you reach back out to support with an example and ask them to forward to Kim or Craig
Q: Has the problem with excessive contributions been fixed?
A: Need EFIN and last 4 so we can look at the return
Q: Will you have video chat with TaxSlayer support?
A: No, for a variety of reasons.
Q: We are still getting rejects for prior year federal withholding.
A: We adjusted the program based on IRS guidance. However, we will reach back out and see if they have made additional changes that could be triggering the reject.