UltraTax CS Customer Service: an expert guide for tax firms

Executive overview

UltraTax CS, as part of the Thomson Reuters CS Professional Suite, is mission-critical tax preparation software for thousands of firms. Effective customer service interaction reduces downtime from hours to minutes: well-prepared inquiries and a clear escalation path typically cut resolution time by 30–70% versus ad-hoc support calls. This guide documents practical steps, required data points, common failures and realistic expectations so you can treat support as a predictable part of your tax season workflow.

Customer service for UltraTax CS covers product defects, installation and network issues, e-filing problems, licensing, and integrations with accounting packages (e.g., accounting import/export). Support work splits into three buckets: reactive ticket resolution, proactive configuration and training, and paid consulting for complex migrations or custom integrations. Read on for exact prep steps, SLA expectations, and templates you can use immediately.

Support channels and realistic SLAs

Primary support channels are (1) online support portal (use your firm’s licensed portal at the Thomson Reuters support site for case creation), (2) in-product “Contact Support” or “Help” links that attach diagnostic data automatically, and (3) phone escalation for Severity 1 incidents that stop production. Typical response expectations: initial acknowledgement within 30–60 minutes for Priority 1 (production down), 2–4 hours for Priority 2 (major functionality impaired), and 24–72 hours for less urgent requests. These windows shrink during peak January–April months when actual response can vary based on case volume.

SLA specifics and phone numbers are contract-dependent—your firm’s master services agreement or license portal lists the exact phone number and emergency after-hours contacts. If you do not know the number, log into your firm’s subscription portal on the product site (e.g., https://tax.thomsonreuters.com/ultratax-cs/) and look for the Support/Contact section. Keep the support portal bookmarked and make the “Create Case” route the primary first step so cases are tracked and escalated automatically.

How to prepare before you contact support

Gathering the right data up front reduces back-and-forth dramatically. Before opening a ticket collect: program version (Help → About), client file identifier, the exact file path, time of incident, user account name, and a recent backup copy (date and size). Also note whether the environment is single-user, client/server with SQL, or hosted (remote desktop / cloud). If you use SQL Server, include the SQL instance name and database size in MB/GB.

• Required items to attach: a short reproducible steps list, a screenshot of the error message (include full dialog), log bundle (if available from in-product diagnostic tool), the last successful backup timestamp, and the license/account number shown in your subscription portal.
• Useful metadata: Windows server and client OS builds, UltraTax CS version/build (for example “2024.4.1 build 24.4.1103” — obtain from Help → About), and network latency estimates (e.g., 1-way ping 20–150 ms) if using remote desktops.

When you raise the case, use a subject line that includes the client ID and a single-line summary (e.g., “P1: e-file rejection 8879 for Client 12345 — status 516 error”). That format immediately tells the triage team the urgency and context.

Common issues and tactical fixes

Network/installation faults are the most frequent: corrupt installs, missing Windows updates, or SQL database permissions. Quick tactical checks: confirm the workstation and server are running the same UltraTax build, verify Windows updates and .NET framework versions, and test a local file open to isolate network issues. Many timeouts are due to antivirus or backup software locking the data folder—temporarily exclude the UltraTax installation and data directories from real-time scanning and re-test.

E-filing problems are second-most common: typical causes include transmitter credentials expired, missing practitioner PINs, or improper client SSN/TIN formatting. Before escalations, verify the transmitter account in the e-file module matches the credentials in the subscription portal and pull the last successful transmission ID. For rejected transmissions, capture the IRS/State rejection codes and messages—support uses those codes to route issues to e-file specialists and can usually provide a targeted resolution within one business day once the rejection code is known.

Escalation path and a ticket template

Most firms follow a three-step escalation: (1) Tier 1 intake via portal with complete diagnostic bundle, (2) Tier 2 technical handling with specialist (network/SQL/e-file), and (3) vendor engineering or product management for reproducible software defects. If the issue is production-stopping, request a Priority 1 escalation and ask for an Incident Manager or dedicated engineer. Track the case number and expected check-in cadence (hourly for P1, daily for lower priorities).

• Sample ticket body (copy/paste): Client ID: [12345]; Impact: [All preparers stopped]; Steps to reproduce: [Open client 12345 → print → error]; Version: [UltraTax CS 2024.x build]; Server: [SQLINSTANCE\UTCS, DB size 42 GB]; Last backup: [2025-02-10 03:12, 42.1 GB]; Attachments: [screenshot.zip, diagnostic_bundle.zip]. Requested outcome: [restore production within 4 hours].
• Include desired communication method (phone/email) and an on-site contact number. If you have a contracted account manager, copy them to ensure faster escalation.

Training, pricing and budgeting for support

Decide on the right mix of included support and paid consulting. Base product support is part of most subscriptions; extended consulting (e.g., migrations from other tax packages, custom import maps, or on-site optimization) is often billable. Typical consulting rates in the market range from $120 to $350 per hour depending on consultant experience and travel, with full-day classroom training often priced $600–$1,500 per seat. Budget seasonal surge help if your firm runs more than 2,000 returns — many firms allocate a dedicated 40–80 hours of consultant time during peak months.

Finally, document internal runbooks: store the support portal link and your firm’s license IDs in a secure but accessible location (password manager or internal knowledge base). Maintain a checklist and sample ticket templates so junior staff open support cases with complete diagnostic information—this saves time and routinely reduces mean time to resolution by an estimated 50% compared to unstructured support requests.

What is the phone number for Turbotax 24 hour customer service?

800-446-8848
If you still need help, you can contact us at 800-446-8848.

Is FileCabinet CS being discontinued?

Thomson Reuters has confirmed that support for FileCabinet CS will end in 2027. While that might seem like a distant deadline, experienced tax professionals know that waiting until the last minute is a recipe for chaos.

How do I talk to a live tax agent?

For individual tax returns, call 1-800-829-1040, 7 AM – 7 PM Monday through Friday local time. The wait time to speak with a representative may be long. This option works best for less complex questions.

How do I call UltraTax support?

800-968-0600, press 2,4. Online Knowledgebase, weekly e-mail updates during tax season.

How do I contact Thomson Reuters customer service?

Call Us

1. United States: +1 646 540 3000.
2. Canada: +1 647 480 7000.
3. United Kingdom: +44 20 3197 3000.

How much does UltraTax cost?

List of Professional Tax Software

Software	Price
UltraTax	$2,500
Intuit ProSeries	$2,732
TaxWise	$3,058
ATX	$4,699