The Secure Email feature allows you to safely communicate with our Support Team and send questions that may include confidential taxpayer information in a secure environment.
Please provide a detailed description of your question or the issue you are experiencing, including any relevant information that may help our Help Desk investigate your request.
- Log in to your ProDesk account and select SUPPORT on the top-right of the Preparer Tool page.
- Select Write New Email.
- Compose your email and select Continue. If your inquiry pertains to a client's tax return, please include the taxpayer's last name, the taxpayer's Social Security Number (SSN), and the tax year.
Please note: After submitting your secure message, you may receive an automated response designed to quickly answer common questions. If the automated response does not resolve your issue, select No, Submit for Personalized Customer Service beneath the response. Your request will then be forwarded to our Support Team for further review.
Our typical response time is 1–2 business days. During peak tax season, response times may be longer due to increased support volume.