Software support request form

The software support request form is the most efficient way to contact DT Tax and Accounting and get support quickly. It is available from the Software support option of the Help menu.

Please provide all the information requested so that we can expedite your request as quickly as possible.

Procedure

In the software support request form dialogue box:

1. Fill in the identity information fields
2. Describe your problem
3. Select attachments as relevant
4. Click Email to DT Tax and Accounting or Print

1. Identification

   Identity information defaults to the tax preparer information but can be further customized.

   If your request is a follow-up question, please include the original support number you have been assigned. If the name or email address of the support person who initially helped you are not known, enter "support" and "dt.support@thomsonreuters.com" respectively.

2. Description of problem

   First, click Select the topic in order to choose the topic that best corresponds to your problem.

   The button Show FAQ's brings you to the knowledge base and allows you to look for existing FAQ's related to the topic you have selected. You can also try using the Search tool in order to find other related documents. Once you are done with the knowledge base window, close it, go back to the previous window, and click Continue if you still need help on this topic.

   Complete your request by describing your problem as best you can. Please be as specific as possible so that your request can be assigned to the support person who is most qualified to solve that particular type of problem.

   1. Enter a description of the problem including the exact title and text of any error messages you get, if any.

   2. Describe what you expected to happen as well as what actually occurred.

   3. List and number the detailed steps required to duplicate the problem, if applicable.

3. Attach an anonymous extract to your email (highly recommended)

   If you experience tax calculation problems, attach an anonymous extract to your email. Anonymous extracts are automatically created when ticked for the current client or marked clients

   Note that attachments are not part of the Print function.

4. Select Email to DT Tax and Accounting or select Print in order to fax your request to DT Tax and Accounting support at (514) 733-8058.