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REP payment methods and processing times

SOLVEDby IntuitLacerte Tax14Updated October 22, 2021

Sign in to My Account to view your REP activity, update AutoPay or make changes to your account information.

To make a payment to your Remote Entry Processing (REP) account, there are several methods available. Lacerte doesn’t charge fees for any of the services mentioned but check with your bank for any fees using Online Bill Pay.

AutoPay:

You can sign up for AutoPay and have payments deducted from your Credit Card or Checking Account each month. Billing amounts are pulled on the end of the statement date and are deducted later in the month. To sign up for AutoPay:

  1. To sign up for AutoPay, login to My Account.
  2. On the left, click Billing then Lacerte REP.
  3. Select the Manage AutoPay link on the left under Helpful Links.

Dates are subject to change, so use caution if making a payment to your REP account when on AutoPay.

Online via My Account:

  1. Login to My Account.
  2. On the left, click Billing then Lacerte REP.
  3. Click the Make A Payment button.
  4. Choose to pay Statement Balance or Other Amount.
  5. Select Payment Method.
    • If the choice doesn't show, click the X in the top left and select Edit Payment Method under Helpful Links to create a new payment method.
  6. Click Submit Payment (only once).

Posts immediately and can be viewed through My Account in 48 hours.

Online Bill Pay

  • These accounts are set up, using your banking information.
  • Select the bill to be paid, the amount, and a schedule if needed.
  • The funds are deducted from your account and sent via check (electronic or paper) to Lacerte for processing.
  • On average, payments will post in 5-7 business days but can take as long as 10-14 business days to process and be viewed on My Account.

Call Customer Service at 800-933-9999

  • Payments methods with phone agents include Credit Card (Visa, MC, Amex, Disc) and EFT  Bank Transfer (ACH)
  • Posts immediately and are visible in My Account in 48 hours.

Mailed payments

Make checks payable to "Lacerte Software" and be sure to include your Lacerte Customer Number.

Physical address for regular payments:

Lacerte Software
PO Box 52103
Phoenix, AZ 85072-9867

  • Payments sent via postal mail can take 10-14 Business days to post to My Account. If the payment is not appearing, call to verify the payment has been received. Have the check number and amount ready when calling.

Physical address for overnight payments:

Data Center of Arizona Attn: Nelson Brooks
2801 N 33rd Ave. Suite 1
Phoenix AZ 85009

  • Payments can take up to 5 business days to post. If the payment is not appearing, call to verify the payment has been received. Have the check number, amount, tracking or and any other identifying information ready when calling.

Of note:

  • Checks are either deposited or returned, not shredded.
  • The Date, Payee, Dollar Amounts (numeric and written fields MUST match) and must include a signature.
  • The Memo field is optional but is recommended for entering the Customer Account Number for processing.
  • If not, a letter will be sent providing the reason the check is being returned.  Checks are typically returned with the letter but can be returned 7-15 business days after the letter.
  1. Sign in to My Account.
  2. From the left column choose Billing then Lacerte REP.
  3. Under Helpful Links click on Request REP Credit/Refund.
  4. Under Product Name select your Lacerte product.
  5. Under Request Type choose if you would like to receive a refund, or a credit.
  6. Enter your reason for the request.
  7. Enter the transaction details:
    • For refunds enter the information from the original transaction.
    • For credits use the Select transactions button to locate the REP charges. Check the box to include that client number in the credit request.
  8. Enter Comments including the client name and module.
  9. Select Submit.

Credit requests are subject to approval. One approved the turn around time will vary depending on the refund type:

  • Credit or void a transaction to a REP account is 24-48 hours.
  • A refund to a bank or Credit Card is 5-10 business days.
  • A paper check is 2-3 weeks.

If the customer is not able to make a payment on the account, offer to take it while they are on the call reporting the issue. Check the account for duplicate contacts, addresses and note in your Case but do not remove from the account. Be sure to capture all information in the Case that is pertinent to the issue. Screen shots showing the error or issue should be attached to the Case and can be captured using Glance. If Glance is not an option, an email can be sent to procustomerservice.intuit.com (an unmonitored inbox). If used, contact T2/T3 so the screenshots in the email can be pulled and attached to the Case.

Billing MethodTroubleshooting
AutoPay
  • Check REP to see if AutoPay is Blue (Active) or Red (Inactive)
  • When was the last successful automatic payment?
  • Does the customer have more than one Contact with a different Auth ID? If yes, which one are they using?
  • Contact T2 for assistance.
Online via My Account
  • What is the exact Error Message or Issue (Blank page etc)
  • Steps leading up to the error or issue
  • Which Contact is calling/Do they have the correct Rights?
  • What type of payment was it CC or EFT?
  • Does the customer have more than one account?
  • Did they create a new Billing Profile or are they using an existing one?
  • What Browsers were used? Chrome, FF, IE etc
Online Bill Pay
  • Can take as long as a paper check to process.
  • Contact T2 and provide the 10-14 digit check number (The bank can provide this number for the customer) and the Amount
Mailed Payments
  • Verify the address used to send the payment. If not sent to our processor in AZ, it will be forwarded and can take longer to post.
  • To search for the payment, reach out to T2 and provide the Check # and Amount
  • If the payment has not posted or is posted to an incorrect Lacerte Account, work with your PF or Lead to escalate a Case to PTG Customer Service A&E.

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