New (tax) year, new help!

Fixed Assets and UltraTax CS 2023 help is now on Help and Support. We're still moving articles, but you can find most content for the 2023 tax year there. Continue using the Help & How-To Center for tax years 2022 and older.

After transmitting a web return or web organizer from CS Connect in UltraTax CS, you may run into the following scenarios:

• Web return or organizer does not show up in portal
• Client did not receive email notification
• NetClient CS portal did not create for new client

If you encounter one of these scenarios, there are several reasons that may explain your situation:

Timing

• Web Organizers push out every 30 minutes on the half hour.
• Tax Returns will be delivered relatively quickly. This will depend on the size of the files and your internet speed.
• Times are approximations and may vary depending on the workload of Thomson Reuters servers.

Return or organizer is going to a different portal

• It may be possible that the web return or organizer was sent to a different portal than you expected. To see which portal the return or organizer is linked to, please review the  NetClient Portal Destination topic.
• If you need to delete a return or organizer from a portal, see Deleting a web organizer or a PDF organizer.
• The client was renamed after it was proforma'd. If a client is renamed, it loses connection the NetClient CS portal. Open the prior year of UltraTax CS, go to Setup > Client Communications and unmark the NetClient Portal Destination. 
• If none of these are applicable, there are two possible solutions:

  Have the client change their NetClient CS login information

  1. Have the client log into their NetClient portal where the login name is their email address (e.g. jdoe@domain.com)

     Note: This may be the account with the previous accountant.

  2. Change their login to anything other than his email address via Edit Account (e.g. jdoe1 instead of jdoe@domain.com).
  3. Once the login is changed, you may push the web organizer without fail to the portal you are using.

  Change the client's NetClient CS account manually

  1. Change the NetClient CS account manually in the portal. In Admin select Users under NetClient CS and change  to use an alternate email address for that users portal.
  2. Enter an alternate email address in the client email address input in Screen Contact.
  3. Now you can push the web organizer to the clients portal.

Email notifications are not enabled

It may be possible that email notifications are not enabled within UltraTax CS. To ensure that email notifications are enabled, go to Setup > Client Communications > Web Delivery Options.  Make sure the checkbox Automatically send an email notification to each client when their Web Organizer or Tax Return is transmitted via CS Connect to their NetClient CS portal checkbox is marked.

Issue with client email

It may be possible that the incorrect client email address was entered in Setup > Client Communications. If the correct email address was entered, it may be possible that the email notification was marked as spam or deleted by the client. 

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