I was on with tech support for nearly two hours yesterday and never reached a resolution.  Had to exit the call due to another appointment.  They gave me a case number.  Today I have been on hold for 1 hour and 50 minutes.   Wondering if I should have called in a different way in order to give my case number?  When I finally reach an agent, will they be able to help me or will I be transferred to a tech support department and have to wait longer?  For the cost of the software, this kind of customer support seems unreasonable, so I think I must be doing something wrong.  How do I reconnect with tech support when I have an active case number?

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Level 4

Nope, that's how it works.  You get to start over.  If you're lucky, the new rep will read the old case notes.

Worse yet, Lacerte closes all cases when you hang up the phone.  It makes their open case statistics look really good!

Finally talked to a live person after 2hr 5 min.   Gave them case number.  They said "There are no notes on this case number. What can I help you with?"  Ugh!  That agent tossed me to another rep without telling me.  That rep tried and said she was escalating me to Tier 3.  An hour later, I am still on phone with her searching for resolution. 

Level 15

Welcome to the world of Intuit & their concept of "customer service".

You should post your issue here; often we can provide fix faster than support can.

Edit - never mind.  I see you have other posts on your issue.  Good luck.

Former Chump..umm... AllStar.
"the game of life is hard to play"

If a post answers your question, click on *Accept as solution* for future searches

I did post it here 3 hours ago when I started the call.  I got one response that was basically someone else saying that the issue was magically resolved and no one knew why or how, so it was no help for me.  Trying to just invite my new employees to have access through Manage Users.   Can it really be this hard to do that?

Level 15

"...I did post it here"

As I acknowledged in my edit.   George did try to help you; sorry it didn't work.  Good luck.

Former Chump..umm... AllStar.
"the game of life is hard to play"

If a post answers your question, click on *Accept as solution* for future searches
Level 15

Try Ctrl  + L and see if that ticket number is there. You MAY be able to pick up the resolution to the problem there. 


ex-AllStar

I've wasted a massive amount of time with Lacerte, about 16 calls with little to no resolution.

Here's the problem . . . I changed firm numbers as of 12/31.  When I try to install 2020 prep and 2020 software the program is trying to grant access authorization by using my old firm number.  Lacerte has been unable to resolve the issue since 1/5.  I am supposedly on hold waiting for advanced tech support.  Been here for an hour, and an hour before that with an agent who was no help at all.  I have 2 case numbers with sketchy solutions (not enough specific data to implement.)

Any suggestions?

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cpainsandiego, that sounds absolutely frustrating.  So sorry that you are going through that.   I do not have any solution to help you resolve the Lacerte issue directly, but since you asked if I have any suggestions, my 2 cents is that we ALL are in this messy pandemic together so we have to realize that life is just working differently than it did before.  The Lacerte agents are probably working from home and don't have the same resources or ability to discuss/connect with co-workers.  The ones with most knowledge are either overwhelmed or not able to work due to Covid-19.  After making several attempts to reach knowledgeable support people and waiting for several hours, my issues were finally resolved.  If we were in "normal" times, I would think the logical solution is to find a different software company that can handle the support load, but my hunch is that they are all having the same issues and the grass is not greener over there.   You are not alone.  Everyone is having to take deep breaths, relax the pace and exercise a deeper amount of patience than ever needed before.   Hang in there.  If we are all kind to each other, this will be easier.  🙂

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Level 15

Change firm info:

https://proconnect.intuit.com/community/intuit-account/help/changing-or-updating-your-firm-informati...

 

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"Level Up" is a gaming function, not a real life function.
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The problem is related to CAN numbers, so it's a bigger problem than just changing the firm name.

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Level 15

Just keep trying until you get a support person that is not a moron.

Or @IntuitAustin or @IntuitBettyJo -can you get a competent person to help @cpainsandiego ?


ex-AllStar
Level 15

"The problem is related to CAN numbers"

We often can help, but that seems a bit vague.

https://proconnect.intuit.com/community/accounting/help/finding-your-customer-account-number-in-lace...

https://proconnect.intuit.com/community/banking/help/lacerte-2019-renewal/00/4648

https://proconnect.intuit.com/community/forums/searchpage/tab/message?advanced=false&allow_punctuati...

More details always helps.

 

*******************************
"Level Up" is a gaming function, not a real life function.
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I have a case number which states tech support can help . . . however another 4+ hours and so far I've been transferred to billing and tax input departments after specifically requesting to be transferred to advanced tech support.  Still on hold . . . tax input said they can connect me to tech support.  We'll see . . . still on hold.

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Level 15

"I have a case number which states tech support can help"

Uh, okay. However, plenty of people who called back in and gave that number to the agent were told there were no notes or info and that previous case # was marked Closed.

"however another 4+ hours"

And you've been participating here for over 2 hours. But, with no specifics as to the problem (not giving out any contact info or account info, of course), it is hard for us to point out some things that helped us or others.

*******************************
"Level Up" is a gaming function, not a real life function.
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Case numbers 557168087 and 557202944.  I have provided those numbers to every agent I spoke with today.  If the cases are marked closed, that's not correct.  We finally had to disconnect from Lacerte at 5pm PST today because that is when they close and they will be closed on Monday for MLK.  Here's the problem old CAN ended 12/31.  New CAN started 1/1.  When I download new prep file and 2020 program from proconnect.intuit.com all appears to work ok, until I try to access program.  I enter using new company email and password.  A window pops up that states "your firm administrator needs to grant you access"  The program sends an email to firm administrator, but doesn't send it to new firm but to old firm.  According to a few agents I have spoken to, that window shouldn't pop up at all.  Tech support states the software is trying to reach its new access point under new CAN but is apparently trying to do so on the old CAN.  Last line of case 557202944 email states "tech support can walk you through editing those files so that they are connected to new CAN."  I have not yet located someone in tech support who can walk me thru that process, and it takes a lot of calls to Lacerte to get connected to the right person and a massive amount of time on hold.    I've been told that I will get a call back from an escalation specialist on Tuesday. 

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Level 15

Disclaimer.... I haven't read this whole thread.

Have you tried un-installing the program (that *may* have been downloaded before the new CAN).  

Then log in under the new CAN & download again.

OR if you have a laptop, or a different computer, try downloading *fresh* with the new CAN on it.

(remember, don't shoot the messenger here for suggesting a simple fix...)

 

Former Chump..umm... AllStar.
"the game of life is hard to play"

If a post answers your question, click on *Accept as solution* for future searches
Level 15

"Then log in under the new CAN & download again."

Starting with being logged into your account.

"sends an email to firm administrator, but doesn't send it to new firm but to old firm."

In your Intuit Account, have you updated the email address for that CAN?

"The prep file tells your Lacerte program what name and address to print on tax returns, as well as which products youve purchased. When you make changes to your firm information or add products in My Account, your prep file is updated within 24 hours."

This includes a video, and Manage Account:

https://proconnect.intuit.com/community/download-products/help/how-to-download-next-year-s-lacerte-p...

 

*******************************
"Level Up" is a gaming function, not a real life function.
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Yes, we've tried all the maneuvers you'd think would fix the problem to no avail

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Level 15

Log onto Program. Settings > Options > Firm Information > at the bottom Update Firm/EFIN > Sign in > are you then presented with both accounts? I had an account over 10 years ago and it still shows up when I do this. 


ex-AllStar
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Only one account is present (old firm.)  I think I need to approach Lacerte from a new angle.

Let's say I had a stand alone Lacerte account with firm A.  On the 1st of January  I moved my entire practice to firm B.  Firm B also uses Lacerte.  I need to integrate these prior year Lacerte files with firm B, i.e. need Lacerte to change the firm info from firm A to firm B on all prior years.  Maybe then firm B Lacerte will download onto my computer correctly.  Sound reasonable? 

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Level 15

I think I'm a bit confused over the terminology in use here.

You don't have a Lacerte Account as such. You have an Intuit Account, which allows you to purchase products and services, and tracks your various products and purchases, services, expirations, EFIN and other ID info for the Owner/user (your name, entity, ERO and preparer info, etc). That portal also makes many programs and the maintenance functions available right there, which gives you access to Latest (not original release), updates, validations, and even historical program downloads that qualify based on your purchase status.

Did you ever watch the video in the link I previously provided:

https://proconnect.intuit.com/community/download-products/help/how-to-download-next-year-s-lacerte-p...

"I need to integrate these prior year Lacerte files"

It isn't clear if you are asking about the Program and various tax years of Lacerte, or client files? Whose EFIN, who is the ERO? Are you stating that your old employer owns the Lacerte you were using, and you want to be able to still have access to the prior tax years, too?

"On the 1st of January I moved my entire practice to firm B."

Is that your practice or your employer's practice?

"need Lacerte to change the firm info from firm A to firm B on all prior years"

Examples:

https://proconnect.intuit.com/community/lacerte-tax-discussions/discussion/sending-client-files-to-t...

https://proconnect.intuit.com/community/lacerte-tax-discussions/discussion/how-can-i-inform-lacerte-...

Hope that helps.

*******************************
"Level Up" is a gaming function, not a real life function.
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I am a practitioner with a customer account number/EFIN that goes back many years.  That company account number was retired at the end of last year.  I still has access to the many years of client data.

I am now with a new firm, and this firm that also uses Lacerte under a different customer account number/EFIN.

How do I change the CAN/EFIN on the old client files, and move on with the new firm CAN?

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Level 15
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Level 15

Do backup of all those prior years from your old account. You should have backups regardless.

As needed, restore to the new company. If you are going to amend, it would under the new company. You retired the old one, ergo it is gone, defunct, worthless, .... Everything restored to the new company will show the new company info, which I think is the goal. 

Best of luck. 


ex-AllStar
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