Priority Support Options

ProSeries Professional

• Quick Answers and Knowledge Base: articles and solutions for many common questions and issues.
• Chat Support: an opportunity to chat live with an agent.
• E-mail Support: a response sent by e-mail within a 24 hour time frame.
• Click-to-Call: "front-of-the-line" placement when you call an agent if you are unsuccessful in locating an answer to your question online.

To utilize these priority support options, go to proseries.intuit.com and click on the Support tab from the top menu bar.

Next, click on Contact Support in the right navigation pane.

You are presented with two choices: Search Now and Continue.

• Select Search Now to look for a possible answer using Quick Answers or Knowledge Base, and to access the Chat, Email, and Click-to-Call support options (discussed in detail below).
• Select Continue to display the ProSeries General Support phone number without searching the Knowledge Base (no priority support options, just lists the phone number).

Search Now (Priority Support Options)

When you select Search Now, you can look for a solution to your question using either the Quick Answers section or by searching the Knowledge Base.

Quick Answers

Quick Answers provides answers to the most common Customer Service and Support questions, and also displays any Critical Alerts of which you need to be aware (these would be displayed above the five main category tabs).

Simply move your mouse pointer over one of the five main categories to display the sub-categories below, and then continue this "mouse-over" process until the applicable "How-do-I" questions are displayed on the right (see above). If you find a question similar to yours, click on it to display the answer.

Knowledge Base

Knowledge Base is a repository of answers to questions that have been asked by ProSeries users. This database is continually expanding as new queries are posed and as new information becomes available for previously asked questions.

This is also the first place that a technical support representative looks when you call them with your tax or system related inquiries.

To use the Knowledge Base, just enter the key words or phrase in the Search field that best describes your issue and click the Search button.

You are presented with the answers or articles that best address your inquiry.

If you are unable to locate a satisfactory solution and still need assistance, click on "Still Need Help?" in the right navigation pane. You will be prompted to sign into your MyProSeries account because you will need your customer number and additional information to proceed.

Once you are signed into your MyProSeries account a "Contact Us" screen opens.

• Use the drop down menu in Step 1 to choose the product you are using.
• In Step 2, "Type of Problem", choose the topic that best describes your issue.

You can then select one of the four choices presented that best suit your support needs.

• Instant Answers - This is a static list of answers to the most asked questions.
• Email Support - Enter detailed information about your issue and submit to the Email Support team. Since answers are typically provided within a 24 hour period, this is ideal for questions that do not need an immediate answer. It is important to provide as much information as possible since the agent answering your question will not be able to query you "real-time" (i.e., tax year and area of product, form or worksheet name, specific IRS or state reject code #, etc.)
• Chat - This is the fastest way to obtain an answer, as you will be chatting live with a ProSeries support agent. Again, provide as much detail as possible to enable the agent to efficiently answer your question.
• Call Us - If you cannot find an answer to your question online, and you feel that the nature of your problem may be too complex to sufficiently explain by using the Chat or Email options, select "Call Us". You will be prompted to review or enter a little information, and then given a Case ID#, as shown below. When you call into Support you will be able to enter this ID# using your phone's keypad, which moves your call to the front of the queue so it is answered next. The case ID# (which expires after 72 hours) alerts the ProSeries Agent to the history of the question and the search efforts that were taken.