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Important Notice Regarding TaxCaddy’s Smart Links Feature Learn More >

Getting help

by Dony J.
Updated

 

TaxCaddy.com on PC, Mac, or tablet

 

If you need help, you can:

  • Support hours are 7 am - 5 pm PST, Monday - Friday, excluding holidays.

    • Special hours: (Jan 16 - Apr 15)

      Monday - Friday – 7 am - 5 pm PST

      Saturday - 7 am to 2 pm

  • Typical turnaround time for support tickets is 24 hours.

Or, search the Knowledge Base:

 

Live chat with TaxCaddy Support

During support hours, you can live chat with TaxCaddy support.

Support hours are 7 am - 5 pm PST, Monday - Friday, excluding holidays.

Special hours: Jan 16 - Apr 15


Monday - Friday – 7 am - 5 pm PST
Saturday - 7 am to 2 pm

Follow these steps to begin a Live Chat with TaxCaddy support:

  1. Log in to TaxCaddy.

  2. Click the Support icon in the bottom left.

    Need Any Help icon on the Overview screen

     

    If you cannot log in then click the Support icon on the login screen.

    Need Any Help icon on the Login screen

     

  3. When the TaxCaddy Support dialog box appears, you can use the search bar on top to find any possible solutions.

    Example of a search topic

     

    If you find the relevant search results, click the link to view the help center article.

    Results of the example search

     

  4. If you choose to live chat, click Connect to an agent. You'll be asked to provide your Name and Email in the provided boxes. Click Send after providing the requested information.

    Provide name and email when talking to support

     

  5. TaxCaddy Support will connect you with a customer support agent as soon as possible.

    Ability to attach file

 

Submitting a ticket from TaxCaddy

When TaxCaddy Support hours have passed and Live Chat is unavailable, you can submit a ticket from TaxCaddy. A support representative will reply to your ticket as soon as possible.

Follow these steps to submit a ticket to support from TaxCaddy:

  1. Log in to TaxCaddy.

  2. Click Hi. Need any help? on the bottom left.

    Need Any Help icon on the Overview

     

  3. When the TaxCaddy Support widget appears, click Connect to an agent to begin creating your ticket.

    Connect to an Agent feature in the chat box

     

  4. Provide your Name and Email in their respective fields, then click Send.

    Provide your name and email to the Support team

     

  5. The Taxpayer Bot will display your information once you've submitted it. You're free to close out of the TaxCaddy Support widget.

    Ticket created using provided name and email

     

 

Submitting a ticket from TaxCaddy Help Center

Follow these steps to submit a ticket to support from TaxCaddy Help Center.

  1. Click Submit a request on the top right.

    Click Submit a Request

     

  2. Type Your email address, Subject, and Description. If you have any attachments, click or drag them to Add file or drop files here. When you're done, click Submit.

    You can also click here to review the ticket submission

    Form to submit a request

     

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