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How to challenge a calculation in Lacerte

SOLVEDby IntuitLacerte Tax2Updated July 14, 2022

To submit information to Lacerte if you believe the program calculation is incorrect, review the steps below for submitting a calculation challenge request:

  1. Select Tools > Communications.
  2. Select Service Requests/ Lacerte Email or press Ctrl+L to bring up the Service Request window.
  3. Select New Request.
  4. Select Yes to the question Do you want to attach clients or files to your new Service Request?
  5. Select Attach > Attach Client.
  6. Review the following information:
    1. Tax Year
    2. Tax Program (module)
    3. Data Path
  7. Once the Tax Year, Tax Program and Data Path are correct, continue to the next step.
  8. Select the Client from the list provided (clients are sorted by Client Number alphabetically; numeric client numbers will be listed first).
  9. Select OK.
  10. Select Remove Privacy Information from Attached Client(s).
  11. Select OK.
  12. Select Attach again.
  13. Select Attach Files to attach any files that provide documentation supporting your calculation (for example, instructions, publications, agency notices, etc).
  14. Select OK.
  15. Make sure the attachments are visible under the Attachments section.
  16. Select Submit.

After selecting Submit, you'll get a new window pop-up directing you to complete the Service Request, which must be completed to send the Service Request to Lacerte support:

  1. Select Lacerte from the Product dropdown menu.
  2. Select a Category from the dropdown menu.
  3. Enter your Name.
  4. Enter your Email Address where you wish to receive a response.
  5. Enter the following information in the Subject line:
    1. Service Request number if client file was already sent in separately
    2. "Calculation Challenge"
    3. Module
    4. Federal or state agency
    5. Form and line number
      Example: SR# (if applicable) Calculation Challenge: Partnership Arizona Schedule K-1 Part II Box 7 
  6. Enter the following information in the Details field:
    1. IRS or state publication/government instructions you used to complete your calculation (including page number and/or worksheet identification).
    2. Include the calculation of the amount in question, based on the references listed above (current calculation vs expected calculation).
    3. Give a brief explanation of why you feel the program calculation is incorrect.
  7. Select Submit.

You'll receive an SR# if the Service Request was sent correctly. Once this challenge has been completed, you'll receive a response via email.  The turn around time will vary based on complexity.

This isn't an additional means of support.  This option allows you to share your reference documents, display calculation differences, etc. to challenge the program's calculations. This submission will be responded to via email once development has the opportunity to review and provide a determination. Make sure your contact information, including email address, is current.

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