CUSTOMER SERVICE

Internal: Customer Service Alerts & Notices

Alerts and notices

Hot topics for Customer Service


Forms
Leave feedback

Contact information (optional):

Leave this blank:

Please tell us how we can make this information more helpful.


Characters left:

Reported date Application(s) Modified date Synopsis
08/17/18 Fixed Assets/FileCabinet CS Fixed Assets/FileCabinet CS fall campaign begins

The Fixed Assets CS/FileCabinet CS renewals are now available to our customers online to renew them out to 11/1/2019. This base is composed of approximately 8,100 firms. There have been some significant changes; see the full detail below.

  • No renewal invoices will be mailed this year. If a firm needs a paper invoice, they are able to print it online.
  • The campaign is releasing one month earlier than normal; emails will be sent to firms starting 8/20/2018.
  • There is a 20% discount off any new products added with the renewal.
  • There is no discount on the renewal.
  • Financing is available for firms with a renewal of more than $750 in product, and there is an administrative $50 fee. Financed orders are due back by 10/26/18.
  • After discussing the renewal with the firm, be sure to update renewal plans in EMS.
  • In prior campaigns a license transfer form had been provided to NONA firms along with their renewal. This form has been removed from the campaign, and the firms will need to self service their demographic changes, or work with Customer Service to update licensees.
  • There will be information on the Fujitsu scanner promotion included with the campaign email. The Fujitsu scanner promotion goes through 9/16/18.
  • For additional detail on the renewal campaign, see Fixed Assets CS / FileCabinet CS / ToolBox CS Renewal Campaigns.
08/13/18 Web Services Legacy web services products

All NetFirm CS Administrators have already received communication regarding legacy products being removed from web services. See the following announcements for more details.

  • On August 22, 2018, the Stock Quotes module will be decommissioned and removed for all firms. All firms that had the service have received communications on 7/9/18 and 8/15/18. Click  Show me to see a draft of the email communication.
    Due to changes in technology and partnerships, we will no longer be providing the Stock Quotes feature in NetClient CS and NetStaff CS Your firm has been identified as a firm using the Stock Quotes feature, and we want to give you ample time to prepare communications with your staff and clients, if you deem necessary. On August 22nd, the Stock Quotes module will be removed from all NetClient CS and NetStaff CS portals. If you’ve been using Stock Quotes as a “filler” when creating new portals for clients, we suggest you consider adding custom links or a news from your firm. You can find details by searching for “NetFirm CS News” or “NetFirm CS Links”, and choosing the News Administration or Links Administration Help and How To Center topics.
  • On August 23, 2018, an update will be pushed out that will remove all CBS and CSA portal functions. This includes Financial Analysis, Web Employee, Remote Payroll, Remote Authorization, and Client Bookkeeping Solution (CBS). This also includes any NetClient CS portals and user accounts that had access to only CSA-related functionality. This has been communicated in the NetFirm CS  Alerts & Notices in November 2017, plus additional email communications.
08/09/18 All 08/09/18 User experience enhancements for CS Professional Suite

As a CS Professional Suite customer, we are informing you that as part of our ongoing efforts to address the evolving cybersecurity landscape, in early August 2018 we will update UltraTax CS to include multi-factor authentication (MFA) user experience improvements, enhancements to our file encryption-at-rest process, and updates for global data privacy requirements. This update follows our implementation of MFA in all CS Professional Suite products in February 2017, with further enhancements in 2018 including requiring MFA to electronically file tax returns. This update will require no action on your part.

There will be an "Encrypting data sharing" dialog that appears the first time a customer opens UltraTax 2017. If customers ask about this dialog, our positioning statement is: "This is part of our file encryption-at-rest process enhancements related to this update." This is a one-time process that will take 3 seconds/client for desktop installations and a little longer for VO/SaaS.

With this update, data sharing information out of UltraTax CS 2017 to other CS applications will be collected and held until an update later this month, at which point the information collected will be data shared as usual.

As part of this update, customers may be prompted to update .NET framework or their web browser. If so, have them follow the prompts on their screen. Customers will be given a link to Installing an updated .NET Framework. Direct customers to their IT professional if they need additional assistance updating .NET or their web browser.

08/09/18 CS Professional Suite Trial licenses can no longer be sent

Starting immediately, no trial licenses can be sent to a customer by internal customer facing staff without proper approval. If a client needs a trial license, it can only be done by submitting an EOR to have Order Team secure the proper approvals. This process can take up to 48 hours to complete.

This applies to all software and environments; SaaS, Virtual Office CS, and local installations.

08/07/18 UltraTax CS eSignature autorenewal cancellation requests

Customers who purchased an eSignature package and are nearing their autorenewal date are now starting to receive automatic renewal reminders. They are instructed to complete an online Services Cancellation Request form if they wish to not renew. If you receive a cancellation request, mark the eSignature product as NLU using the instructions found in Updating renewal plans in EMS. Then send the cancellation request to Order Team by printing it to GoFileRoom. Instructions for printing to GoFileRoom are available in Printing to GoFileRoom CS for Customer Service. For more detail on the eSignatur renewal, see eSignature billing and licensing.

08/06/18 UltraTax CS Late PRP billing

During the recent billing for July PRP codes, a connection error caused 60 firms to not be billed for PRP transactions. The billing was processed on 8/6/18, and the invoice is available both online and in EMS.

08/02/18 CS Professional Suite 08/02/18 Script error or "Sorry, there was an issue on our end. Please try again" error
You may receive a script error message when logging in to CS Professional Suite applications, or an error on the login screen that says "Sorry, there was an issue on our end. Please try again." This error appears to be generally resolved, but some customers may still be experiencing this. If you are, contact Support so we can gather some additional information to provide to our Development team.
08/02/18 GoFileRoom CS GFR legacy renewal model ending

The renewal expiration date for the remaining six GoFileRoom CS firms is approaching November 1, 2018. The GoFileRoom specialist will be contacting the 6 impacted firms, and addressing their price concerns. These firms will be moving to a contract model and there is no option to maintain the legacy model, and they have been given three years notice of this change.

If you receive a call from the firms, leave a Flash pink for the GoFileRoom specialist to call the firm. The firm IDs are the following: 67424, 93759, 101402, 158003, 410053, 450650.

07/02/18 Fujitsu Scanners Promotion begins for Fujitsu Scanners

From 7/2/18-9/16/18 Thomson Reuters will offer a range of Fujitsu scanners with promotional pricing. The Fujitsu microsite and the quote form will detail the pricing.

For information on completing a quote form, see Completing a Fujitsu Scanner quote form. For more product information on the scanners, see Fujitsu Scanner product overview.

06/28/18 Practice CS Practice CS Renewal Campaign begins

The Practice CS renewal campaign begins 6/28/18 with firm's being sent the renewal reminder via email. You or clients may notice this is earlier than normal, and this is due to having the Master Service Agreement (MSA) in place, and our commitment to give 90 days notice for the renewal.

The MSA was introduced last summer for all new orders, and for firms renewing Practice CS that agreed to it. For any firms that did not acknowledge the MSA last year they will be prompted to do so before they can proceed with renewing Practice CS online. If any renewals are being handled internally (because the renewal was mailed in or a Sales order includes the Practice renewal) we need to get clients acceptance on MSA from the licensee or firm delegate (ideally the client does this online in the Practice CS renewal screen). If a firm does not agree to the MSA terms we can still process a renewal, however, we need to capture their MSA decline. Instructions for reviewing the MSA acceptance or decline are found in the internal notes section of Setting up your Practice CS auto renewal.

If the firm accepted the MSA last year, we will automatically renew them using the Renewal method of payment on file, and no further action is needed.

Firms are able to get a 20% discount until 8/31/2018 if they add a new module to their renewal.

More information is available on the Practice CS renewal campaign on the Practice CS License Model, and more detail on calling on expired campaigns can be seen on Expired software renewal campaign calls.

06/25/18 Accounting CS Firm Hosted Client Access charges

There are about 30 firms who switched from Firm Hosted Client Access (FHCA) to Virtual Office. We never removed their FHCA license, and so they have not been billed the company fee for Client Access on Virtual Office. We are correcting their licensing so they will now be charged the company fee. We are not back charging for the error on our end.

Note: Firms with an increase over $1,000 are being contacted proactively.

06/21/18 UltraTax CS Digital Spearhead renewal pop up messages

Firms who are selected for the Digital Spearhead renewal program have a pop up message that says "Digital Spearhead UltraTax CS Pilot Renewal Participant, Please direct UT renewal questions to RenewalSupport@tr.com"

There are about 10 firms in this group. Please make sure you're watching the pop up messages so you can properly assist the customer.

04/20/18 UltraTax CS 07/09/18 UltraTax CS early renewal discount

The early renewal discount period is now in effect through August 31, 2018. If a firm pays in full, a 5% discount is available. If the firm renews with financing, there is no discount available. 

For more information on the UltraTax CS renewal, see the UltraTax CS renewal overview.

04/20/18 Web Services 06/13/18 UltraTax CS to Software as a Service (SaaS) transitions

The 2018 UT to SaaS Transition Team is comprised of Erica Benavides-Clark, DeNika Bryson-Kelly, Ronda Prescott, and Hayley Boyse.

Route any returned calls/emails, or signed sales proposals for UltraTax CS to SaaS transitions that were sent to cs.service@thomsonreuters.com to the Web Services Specialist, or the representative discussing the transition with the firm. For details, see Internal: UltraTax CS to Software as a Service transition.

Transitions will be done during the same time as the UltraTax CS Early Renewal Discount period. This is ending on June 28, 2018.

When firms are transitioning to using UltraTax CS via Software as a Service (SaaS) from local or vice versa, keep the following in mind:

4/19/18 CS Professional Suite Changes to application sign in screens for desktop and Onvio users

On April 19, 2018, an update was released changing some of the text in the sign in screens for Onvio and desktop applications. Nothing about the current user’s experience in accessing their applications is changing.

With the 4/19/2018 Onvio release, a change to the UI text on the sign in screens for Onvio and CS Professional Suite desktop users will change to include (Thomson Reuters ID) after the email address. You can view this mock up (not quite final version but close) to see the changes. Hovering over the question mark icon in the sign-in screen gives a definition of what the Thomson Reuters ID is.

Where we previously used the term “CS Web account” in our HHTC content we will now need to refer to a “Thomson Reuters ID” so we remain consistent with the text in the UI. This changes nothing for the user’s experience, but may prompt some questions.

Internally it does mean a shift in the vocabulary we use to talk about the account you use to sign-in to our website and sometimes your applications.

4/6/18 GoSystem RS GST billing adjustment

A small audience of firms licensed for GoSystem RS have started receiving invoices to correct their billing due to using more user licenses than they are licensed for. If you receive a signed order for processing, review the process on Processing GoSystem Tax RS renewal documents.

4/5/18 CS Professional Suite Change to InterceptEFT ownership

InterceptEFT is a third party electronic payment bank that is used by many Thomson Reuters customers. They have announced a recent change in ownership and their name, and they are notifying their customers of this change.

There is no change with functionality, contact information, or licensing with Thomson Reuters. See the InterceptEFT website for additional detail.

3/5/18 CS Professional Suite Firm Name History available in MKT

A new widget has been added in MKT to display the firm name change history for firms licensed for CS Professional Suite products. Instructions to review the widget can be viewed in the internal notes of the Change your firm name, address, and/or phone number article.

This is useful to research firm name change history for license transfers, piracy questions, and if the firm name has been updated after received a new EFIN.

2/28/18 AdvanceFlow AdvanceFlow requests for SOC2 report

For AdvanceFlow, when requested the GoFileRoom SOC2 report can provide. When sending this to customers, you must in include the following in you message:

"Critical components of the AdvanceFlow audit management system, such as the document storage/management, user authentication/access, and physical/environmental security and monitoring, are covered in the GFR SOC2 audit. While other aspects of AdvanceFlow were not included in previous GoFileRoom SOC 2 audits, Thomson Reuters intends to include the AdvanceFlow application and workforce in its entirety in the 2019 SOC2 audit process."

2/16/18 Web Services Web services billing updates

Several items to be aware of concerning web services billing:

  • CSA web services will no longer be billed after December 2017. As of January 1, 2018 the pricing for CSA web services such as Remote Payroll Services for CSA, CBS ASP, Web Employee, etc, has been changed to be $0. EMS will reflect the same, and firm will not see CSA web services on their billing report after December 2017. See the Web Services Billing Basics article for more information on billing.
  • There is a known issue where we have missed processing the Web Builder CS annual domain registration fee for summer 2017 until March 2018. This will be updated in April 2018 and domain renewals will continue at that point for the expected month. We will not collect on missed billing. See the Web Builder CS Domain Registration article for information on how the service is billed.
  • On December 1, 2017, the pricing for using QuickBooks via NetStaff and NetClient CS increased from $50 to $60. It was recently discovered the NetClient CS pricing was not updated. This will be corrected in February 2018, and on March 12, 2018, the billing for February will accurately reflect $60/portal. We will not retroactively charge for December and January billing that was inaccurate. See the CS Professional Suite price list for the most up to date pricing.

See the Web Services Specialist or Team Leader for any billing questions.

1/11/18 Engagement CS Engagement CS update released and CSA impact

In January 2018 a release for Engagement CS will prompt firms to download an update, and this will include an updated license. Firms with expired CSA licenses for Payroll CS, Payroll Compliance, Trial Balance and/or Write-Up, currently have limited functionality within the program for these modules. If these firms are also licensed for Engagement CS and apply this update, they will lose the limited functionality for the expired modules.

Suggested workaround for firms that wish to continue the limited/expired functionality would be to keep a separate install of CSA and not update Engagement CS on that install.

12/27/17 UltraTax CS PRP-only purchases must have EFIN Application Summary

Starting in December 2017, we are no longer selling a Federal PRP license to any firm that does not have an approved and active EFIN. If someone wants to use the UltraTax PRP-only option to file tax returns, they simply need to have and provide a valid EFIN Application Summary to purchase the software. The EFIN application summary should be submitted with the PRP order.

For information on retrieving the EFIN Application Summary, see the E-file application summary and EFIN requirement overview.

12/12/17 Web Services Billing for MS Exchange space usage on 12/12/2017

Starting November 1, 2017, Thomson Reuters started billing firms for additional space used for MS Exchange that is over their allotted space. Previously the MS Exchange data was not included in the space allocation.

Firms that had over $200 in additional space being used received a billing suppression in September and October and worked with support to adjust their usage to avoid future fees. They will begin getting billed on November 1, for a December 12, 2017 invoice. Firms that will receive an additional $200 or less in storage fees were called and emailed resources for lowering their space usage and started getting billed in September 2017 and have been getting charged since October 12. All firms were also sent documentation for reducing space usage and given contact information for support.

Because space usage is controlled by the firm, there are rarely credits given for the service. For more information and resources on handling these conversations, see the following articles:

12/08/17 UltraTax CS & Accounting CS IRS e-Services account now requires two-factor authentications
As of December 10, 2017, all IRS e-Services users must register through Secure Access. Secure Access is Secure Access is a registration process to create an account that requires two-factor authentication. Once registered, returning users must enter their credentials (username and password) and a security code that is either texted to a mobile phone or accessed via the IRS2Go mobile app. For additional details, see IRS: Important details about your e-SErvices account.
11/17/2017 CS Professional Suite Handling duplicate contacts in EMS

During the Thomson Reuters ID creation process, if a contact record already exists for an individual and it is not selected in the available drop-down menu, it will create a duplicate contact record in Flash and EMS. This duplication can also happen in prior years and been the setup on the account for a long time. This can affect the user's ability to access their Thomson Reuters ID, or even their CS Professional Suite Applications.

When a Licensee or Firm Delegate does this, their Thomson Reuters ID will not correctly be assigned the role of Licensee of Firm Delegate and they cannot access any of the functions on the Manage Firm page. To resolve this issue, the duplicate contact records can be merged. For more information on verifying a duplicate and requesting the contact be merged, see the article regarding duplicate contact records for a Licensee or Firm Delegate.

For more information on the various role types, please see the article on  Flash and EMS contact role codes.

11/3/2017 CS Professional Suite New product add-ons within 6 months of renewal

If a firm needs to add additional users, seats, or payroll bundles and the product expires within the next six months, the firm will also need to renew the product. The reason they renew is to avoid paying to add the new service, then renew it within the six month period. The new product expiration date will be synchronized with the main product.

  • Example: If a firm has 20 Payroll clients with a 3/1/18 expiration date and wants to add a bundle of 5 clients on 12/5/17, the firm would renew the full Accounting CS license through 3/1/19, then purchase the additional bundle. The ACS license and new payroll bundle expiration date would be 3/1/19.

The Customer Service Call Facilitator can create the custom renewal in order for the Sales Representative to add the renewal to the new sales proposal.

10/31/17 Virtual Office CS, SaaS, Creative Solutions Accounting 07/19/18 Notification of CSA/CBS being removed from VO/SaaS on 12/31/17

On 10/31/2017 an email was sent to all Virtual Office CS and Software as a Service firms that we will be removing access to Creative Solutions Accounting and Client Bookkeeping Solutions on 12/31/2017. The email text can be reviewed in MKT the firm's Recent Firm Communications.

All CBS/CSA (excluding Engagement CS data) has been removed from all VO/SaaS firms as of June 2018 and there is no option to restore the data.

03/31/17 CSA 06/16/17 Support contracts for ACS/CSA/CBS

The official sunset date and end of support for these products is June 1, 2017. Support contracts for CSA and CBS were automatically end-dated on May 31, 2017. The final monthly billing for CSA or CBS support contract fees occurred on May 1, 2017. A status message in Flash was added stating, "CSA Support contracts terminated as of 05/31/17 due to CSA Sunset."

Customers owning Accounting CS applications covered under a CSA support contract were automatically transitioned to Accounting CS support contracts. Coverage for their Accounting CS application will continue with no interruption of coverage to the user. This is not considered a new contract and is not subject to a new twelve month commitment. For support contract cancellation details, see the Monthly technical support contracts section of Internal: Overview of Support Terms & Contracts. An email communication was sent on June 16, 2017, informing users of the transition.

To determine if a support contract has been transitioned from CSA to ACS, complete the following steps:

  • Open the firm record in EMS.
  • Navigate to Firm > Order & Shipping History.
  • Mark the Order checkbox and then the Sup Contract checkbox to filter the list to show only Support Contract invoices. If the contract was transitioned from an existing CSA contract "CSA Support contract transition" will appear in the Comments field.
06/02/17 All products Calls notes cannot be shared externally

Notes logged in Flash are an internal only resource and cannot be shared with users externally. During a support dispute a customer may request a written copy of call notes. These requests can no longer be accommodated, the information contained within call notes is intended for internal use only and is not meant to be shared in written communication with an external user. Consult with the Customer Service Call Facilitator on duty for additional assistance handling these types of requests.

06/01/17 Accounting products End of support for CSA, June 1, 2017

As of June 1, 2017, there is no technical support via phone, chat, or email available for Creative Solutions Accounting. With the extension of the grace period for permanently expired CSA moved to December 31, 2017, there are some circumstances in which support for CSA may be approved. If you receive a request for technical support review, the following:

  • If there is a conversion question, we will still provide support, as this is consider part of Accounting CS support.
  • The Flash warning message, "Confirmed not transition to ACS, no CSA support should be provided for expired licenses" indicates this firm has told us they do not plan to transition to Accounting CS. Reiterate that support can no longer be provided for CSA. However many answers are still available in the Help & How-To Center.
  • Firms requesting assistance with CSA that own Accounting CS by be able to some limited assistance. Check that their licenses are current and transfer to support to discuss their request. Accounting CS licenses must be current to receive technical support for any accounting product.
  • Phone queues for CSA have been permanently disabled. Route calls to the appropriate Accounting CS queue. For more details, see Internal: CSA & CBS support workflow.
04/25/17 UltraTax CS UltraTax CS & Onvio sales bundle

The sales team is offering a special bundle this year for new UltraTax CS customers. The UltraTax CS bundle is a three-year lock-in, and include the licenses listed below. For an example of the EMS licenses for the UT and Onvio bundle, see ID 569254.

  • UltraTax licenses for tax years 2017, 2018, and 2019.
  • Fixed Assets with free technical support through December 31, 2017.
  • Onvio Documents and Onvio Client Center at no cost through October 31, 2020.

New SaaS firm - those without existing local products - will receive Onvio Documents and Onvio Client Center at no cost through October 31, 2017. No discounts are given towards monthly SaaS fees. For an example of the EMS licenses for the SaaS and Onvio bundle, see ID 569254.

Direct customer questions about these bundles to the sales team.

09/1/16 Onvio 03/31/17 Onvio billing or support questions
The Onvio platform currently provides email only assistance to its user base. Any external users calling into the call center for assistance should be directed to reach out to the appropriate group via email. Send requests for technical support to cs.support@thomsonreuters.com and billing questions to cs.service@thomsonreuters.com.

Refunds or credit requests are handled by the the Onvio Project Manager. If a customer is requesting a refund or credit include the following information in your email message.

  • Firm ID
  • Order number
  • Reason for credit request
02/28/17 CS Professional Suite 03/02/17 Assessing charge back fees

A five percent charge back fee is only applicable when an external user is requesting to change the method of payment on a previously processed renewal. If the request to change the method of payment is made on the same day the renewal was processed, the fee may be waived. For details, see Internal: Return/Refund information.

02/01/17 All products Firm security – contacting the Incident Management group

When customers tell us that they were compromised, their identity was hacked, they’ve had a security breach, or any other indication that their information has been compromised, it is important to share this. Send any information you receive via email to Support - Incident Management. This team reviews that information to ensure old EFIN numbers are blocked, and takes necessary steps behind the scenes to make sure any compromised information cannot be used maliciously.