Contacting Support

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Before you call, chat, or email

You might find an answer on the Online Product Status page or Alerts & Notices!

How to contact Support


See our Support Hours page.

Thomson Reuters SurePrep Support

The SurePrep Help Center is a great place to find answers to common questions.

If you purchased SurePrep products through SurePrep, please contact SurePrep support by emailing or by calling 1.800.805.8582 and selecting option 1.

If you purchased SurePrep products through Thomson Reuters and need SurePrep technical support, please refer to the following:

Phone Support

For Thomson Reuters Phone Technical Support on SurePrep products please call 1.800.968.0600.

  1. Select option 1 for Technical Support.
  2. Select option 8 for SurePrep.
  3. Select option 1 for 1040SCAN, 2 for SPBINDER or 3 for TAXCADDY.

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Email Support

For Thomson Reuters Email Technical Support on SurePrep products please email

Chat Support

For Thomson Reuters Chat Technical Support on SurePrep products go to SurePrep chat  and sign in. 

  1. Select Help in the bottom-right corner.
  2. When prompted to choose a department, select TR Reseller (L1 Support).

Note for Virtual Office CS and Software as a Service

The Virtual Office CS (VO) / Software as a Service (SaaS) support department assists with:

  • NetFirm CS, NetStaff CS, NetClient CS
  • Opening applications in VO / SaaS
  • VO / SaaS applications running slowly
  • Microsoft Exchange
  • Citrix

For assistance using a program that runs in VO / SaaS, contact the support department for the application you have questions about.

Scope of support

Our Support team assists customers by providing information, resources, and troubleshooting for CS Professional Suite applications running in supported environments. We may request to view your screen using LogMeIn Rescue but we cannot take control and will not enter data or modify settings.

Software support does not include tax preparation advice or validation of tax or payroll compliance. Our Support team cannot relieve your firm of any legal or professional obligations. 

We also cannot assist with:

  • Hardware configuration
  • User and workstation setup
  • Windows permissions and file-sharing
  • Network and server administration
  • Printers, scanners, mobile devices, or other peripheral devices
  • Third-party software

Any problems or questions related to the above can be resolved with the assistance of your qualified IT personnel and/or the vendor’s support for the software or device in question.

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