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Hot topics - Week of January 12, 2025
Known Issue: CRA 503 Error when attempting to file slips
An issue when attempting to file slips may result in a CRA "503 error". This is due to a URL change on the Canada Revenue Agency's (CRA) website. To fix the issue, please follow the instructions outlined in the following article: CRA ERROR CODE 503.0 - The Web address for Federal EFILE does not redirect to the appropriate CRA page
End of Phone Support: Benefit from our Advanced Virtual Agent 24/7!
As of January 1, 2025, the customer support teams will offer its high-quality service exclusively through digital channels, and will no longer offer incoming phone support. See the communication sent on this matter for further details.
Register for our Support platform and log in to our virtual agent to find answers, submit a support ticket or chat with a live agent.
New! Support Platform Help Centre
Having trouble registering or logging in to the platform? The Support Platform Help Centre contains a live chat that will allow you to chat with a real agent to resolve these technical issues. It also centralizes all the articles and videos you need to get the best out of the web ticketing system.
Important note: The live chat staff will ONLY be able to assist you with login issues – any other request will need to be submitted via a support case, once the login issue has been resolved. 
This week most consulted articles from our Knowledge Base
  1. CRA Efile error - account number given in the attached T619 electronic transmittal records does not match the account number you used to sign in
  2. CRA ERROR CODE 503.0 - The web address for Federal EFILE does not redirect to the appropriate CRA page
  3. Forms - What identification numbers do I need to be able to file slips or a T5013 return electronically, and how do I set the options in the program?
  4. Forms Transmission of Slip - The MM number is not accepted anymore. How to proceed?
  5. How do I register for the ''support.cch.com/oss/canada'' Support Platform?
  6. I'm not able to transmit slips electronically for 2023 and prior years
  7. Cannot log in to the ''support.cch.com/oss/canada'' Support Platform
  8. How do I reset my password on the ''support.cch.com/oss/canada'' Support Platform? 
  9. FAQ – FT32024-001 – FTF2023-002 - Electronic transmission of the slips and the T5013 return – Annual CRA system update period for electronic filing applications
  10. Forms - How to set up the information for Electronic Services - Identification
  11. T4 Summary - Forms Program CPP2 (box 16A) is missing in version 2024 v1.0

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Date: 2024-Dec.-17
End of Phone Support: Benefit from our Advanced Virtual Agent 24/7!

As of January 1, 2025, the customer support teams will offer our high-quality service exclusively through digital channels, and will no longer offer incoming phone support.

As mentioned in our prior communications, we are evolving our support approach to align with our ongoing investment in digital strategy and customer experience. Over the past year, more and more customers have chosen to submit their support cases through our Support Platform and have experienced great benefits from our Advanced Virtual Agent 2.0 which provides:

  • Direct descriptive answers to your queries based on our knowledge base articles, allowing you to benefit from an efficient virtual conversation 24/7.
     
  • The ability to chat with a live agent during the business hours, so you can discuss your cases with a real person.
     
  • The possibility of submitting a support case after consulting the list of articles proposed according to the nature of your query, which could already provide your answers before you even need to submit your case.

In order to submit, modify, and track your support cases, please ensure you are registered for the Support Platform. You can register by following the instructions at this link: Register with our Support Platform.

Support experts will continue to review each web ticket and respond in the most appropriate way to resolve the query (which may include phone call-backs or responses in the Support Platform).

Furthermore, to save time and ensure you contact the most appropriate support team, we invite you to visit our Contact Us Web page, which will detail the services provided by our customer support experts.

Thank you for your continued support.

Wolters Kluwer Tax & Accounting Canada