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Customer Support

What your TaxCycle license covers, and where specialized services apply.

During tax season, you deserve real support from real people. TaxCycle’s Canadian-based support team is just a phone call or email away, providing fast, reliable answers when you need them most.

The TaxCycle Software License sets out the complete legal terms. This page breaks down what that means for your day-to-day support, in plain language.

Standard Support

The following services are included whether you're a licensed customer or trying TaxCycle during your trial period:

  •   Installation and setup: Assistance with the initial installation of TaxCycle, rollover of prior-year files, and configuration of options profiles and templates.
  •   Technical troubleshooting: Resolving software crashes, error codes, database connection issues, and local network/server Client Manager setup.
  •   EFILE and transmission support: Troubleshooting failed transmissions to the CRA, Revenu Québec, or other electronic filing modules.
  •   Software updates: Assistance with installing regular TaxCycle updates, patches, and rate table renewals.
  •   Basic “how-to” guidance: Short-duration guidance (under 15 minutes per incident) on finding specific schedules, using standard shortcuts, or navigating the interface.

To keep support fast and available for everyone, we may limit the scope or volume of support on an account, or determine that a request falls outside basic technical support. See the TaxCycle Software License for details.

Specialized Services

Sometimes you need more than the basics. We want to ensure you get the exact support you need. That’s why deeper, more specialized support has its own dedicated path. For training and custom template support, professional services can be contracted separately.

  •   Custom template and letter authoring: Deep customization of templates or advanced print set configurations are available as a separate, paid professional service.
  •   Hardware and operating system support: Resolving issues with computer hardware, Windows® operating system, or third-party tools and drivers.
  •   Data entry: While we can provide guidance, the knowledge and expertise of how or where to enter or override data relating to tax slips, receipts, or other balances into TaxCycle is your responsibility as the tax preparer.
  •   Training for new staff: Comprehensive, multi-hour onboarding training for your staff on how to prepare tax returns using TaxCycle is available as a separate, paid professional service.

At TaxCycle, we do not interpret tax law, verify the accuracy of your client’s data, or advise on how a specific transaction should be reported for tax purposes. See the TaxCycle Software License for details.

Frequently Asked Questions

What are your support hours?

Email and phone support run Monday to Friday, 8:00 a.m. to 5:00 p.m. MT, with extended hours and Saturday support during tax season.

How quickly will I hear back?

Within one business day, whether you reach us by email or phone.

What do I need to do to get the most out of support?

Keep your TaxCycle licenses active, make sure your hardware and Windows operating system meet our system requirements, and allow secure remote access when we need it to troubleshoot.

Can I get help from KYRA, your AI support agent?

Yes. KYRA is available 24/7 on taxcycle.com and answers straightforward how-to questions in plain English or French. For complex issues or anything requiring judgment, our human support team takes it from there.

What if I'd rather find answers on my own?

Our help centre includes searchable help topics, how-to videos, and webinars covering common questions and new features. You can also connect with fellow TaxCycle users on our community forum, protaxcommunity.com, to ask questions and share tips with colleagues.

What happens if a software issue causes a missed deadline or penalty?

We’re not able to take responsibility for missed filing deadlines, penalties, or interest resulting from software issues or delayed responses. The final responsibility for tax compliance and accuracy rests with you as the filer.