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FAQ: Customer
| Frequently Asked Questions: | Customer | Partner/ EFIN Holder |
| Q: What are the documents I need to complete the onboarding process? | A: For partners, the documents required are ID/Driver’s Liscense, PTIN number, and Social Security Card | P |
| Q: How long does it take to receive a login? | A: It usually takes 5-7 business days, once the onboarding process is completed. | Both |
| Q: Do I have to use bank products on every return? | A: Yes, you are required under the partnership program to use bank product per your contract. An EFIN is determined by the package choice. (Software All in One/Non BP) | Both |
| Q: How does payroll work? | A: You are paid for funded clients one week in arears, meaning if a client funds are released from the IRS on the current week, you will receive your funds the following week. To avoid any holds or delay your taxpayer files must be updated or completed prior to payroll being processed per your contract. Payroll is processed every Wednesday and payment is released to your personal bank of choice on Friday. | P |
| Q: What are taxpayer files, and why do I need to submit them? | A: Taxpayer files are the documents you collect from your clients when preparing a return. You are required to upload those documents in the software located in each client’s return. Taxpayer files are needed in the event the IRS audit us, we are responsible for providing the necessary documents for that client. | P |
| Q: What are the bank product fees? | A: The bank product fees are determined by the package selected. | Both |
| Q: How many non bank products can I process? | A: There is not a specific number, however, the partner Non Bank products must not exceed the amount of bank products the office does. | P |
| Q: When do I get paid? | A: Payroll is processed every Wednesday and funds are released on Friday. | P |
| Q: Why are my funds on hold? | A: Funds could possibly be put on hold if taxpayer files are not updated or completed before payroll is processed, or if there is any indication of fraudulent activity. | P |
| Q: Can I transmit my client’s return? | A: No, partners do not have access to transmit their own clients. An EFIN holder can transmit their own returns. | Both |
| Q: How many subpreparers can I add? | A: The number of subpreparers you can add depends on the package you select. | Both |
| Q: Are subpreparers allowed to call support on my behalf? | A: No, we only speak to the contract holder. | Both |
| Q: How do I verify my direct deposit? | A: We will send a 0.01 cent deposit for you to confirm your deposit. Once you receive the deposit, there will be an email sent to you to select Yes or No if you have received the deposit. | P |
| Q: Are there any marketing tools provided for my office? | A: No, we do not personally send marketing material. For use of bank product, the banks will send marketing material and posters for you to advertise the use of bank product. | Both |
| Q: Can I transmit my client’s return? | A: Yes, you can eithe transmit in bulk or you can transmit individually at the end of each return. | E |