ProSeries has encountered an unexpected error please contact Technical Support

This error can appear when attempting to increase your Pay-Per-Return (PPR) balance. To successfully increase your Pay-Per-Return account balance, your customer number and firm ZIP code must match our records.

Before you start:

• Unlocked years of the program can cause these errors. For more information on unlocked years of the program, see here.
• For TY19, TY20, and TY21 versions of program, we recommend starting troubleshooting off by updating the program first.

To review your customer number and ZIP code:

1. From the Tools menu, select Options.
2. Select Firm/Preparer Info on the left.
3. Make a note of the ZIP code showing for the firm. You'll need this in the following steps.
4. Select General on the left.
5. Select the Customer Information button.
   
6. Make sure the Customer Number shown matches the customer number on your current year packing slip. This number may be different than prior years.
7. Make sure the 'SOLD TO' Zip Code matches the one you saw in step 3. Change it here if needed.
8. Click OK to return to the options screen.
9. Click OK to close out of the options screen.
10. Attempt to increase your pay-per-return balance again.

After completing these steps, the information in your program should match our records. If you did not have to update your customer number or ZIP code, contact Customer Support. 

25760-9000-0

As of October 2018, TY13 customers will get his error (along with error code 25760-9000-0) if trying to increase PPR online due to the TLS security patches not being implemented in this year.  The TY13 product will be unlocked soon, so please provide a courtesy credit in the amount of  the return they are trying to authorize until it is unlocked.

Follow the steps below for resolution:

1. Verify that the customer is using the correct CAN in their software
2. Check SFDC to make sure that the CAN being used has the TYXX order on it
3. If the incorrect CAN is being used, provide the customer with the correct CAN and walk them through updating the customer number and zip code in their program
4. After updating the program, verify that customer can license their 20XX program and increase their PPR balance online successfully
5. If unable to resolve, contact CS TAG for further assistance.

PCG Customer Service Tier 2 through Amazon Chat:

If unable to resolve customer issue, please submit a sNOW ticket.