To help us resolve your issue as quickly as possible, we need a clear picture of what’s going on. Including the following information in your support request will help us get you a solution faster.
Is this a bug report, help with custom templates, a question about where to enter information, a sales inquiry, or something else? Knowing the category helps us direct your request to the right team member.
Let us know what product or feature your request is related to: TaxCycle, TaxFolder, DoxCycle or one of our related products or integrations. Be sure to specify the version number, module and applicable year. The more precise you are, the faster we can identify the source of the issue.
Provide a brief but detailed description of the problem. If there are any relevant IDs, such as a specific error message, Client ID or Document ID, be sure to include them. This helps our team pull up the specific data related to your issue.
If you are reporting a bug, we may ask you to share a copy of the relevant file. We provide a secure link for you to upload your files, ensuring your data is protected. Any files you share with our support team are handled with the utmost care and confidentiality.
This is one of the most important pieces of information you can provide when reporting a bug. Tell us exactly what you did, step-by-step, to encounter the problem. This allows our team to replicate the issue on our end, which is the fastest way to find a fix.
When troubleshooting an issue, it’s often helpful to provide us with your detailed log files. To turn on this setting in TaxCycle:
Once you have all the relevant information, send us an email at info@taxcycle.com or call us toll-free at 1-888-841-3040. We’re here to help!
