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Hot topics - Week of November 17, 2024
Release of our Advanced Virtual Agent 2.0
Combined with GenAI, our Advanced Virtual Agent now provides direct descriptive answers to your queries rather than a list of articles. Connect with our Advanced Virtual Agent 2.0 to benefit from a more efficient virtual conversation!
New telephone schedule for our teams

Mondays and Tuesdays
8:30 a.m. to 6 p.m. (ET)

Looking ahead to 2025, we will transition to providing support exclusively through digital services Monday through Friday. 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).

Web tickets can be submitted via the Support Platform 24/7, as well as by live chats, which are handled live by our support agents from Monday through Friday, from 8:30 a.m. to 6:00 p.m. ET.
Note: Cantax, CCH AnswerConnect, AliForm, CCH Engagement, CCH Practice Management, CCH Scan and CCH Site Builder products are already only supported by web tickets.
Support platform: Everything you need to know
Please refer to the videos below to find out how to register for the support platform and make the most of it:

Products Support

Knowledge Base Video Library My support cases Latest News System Requirements
Date: 2021-June-9
Personal Taxprep
Troubleshooting Memos

2021-June-9 Versions
Line 23500 – Bankruptcy – Canada Recovery Benefit repayment (CRB)

2020
2021-May-6
TP1 – Accelerated refund not claimed in a taxpayer’s income tax return filed after April 30, 2021

2021-April-28
T657 – Incorrect calculation of the capital gains deduction in certain situations (this does not affect the Québec return deduction calculated in Form TP 726.7) 2020 v.1.0
2020 v.2.0
2020 v.3.0
2020 v.4.0
Incorrect calculation of the amount on line 19 when the taxable income exceeds $214,368 and 2016 donations are deducted in 2020

2021-April-23
EFILE Transmission Results indicate that the returns were not transmitted while they were 2020
The monitor is incorrectly displayed when opened
EFILE Information Form – The Electronic services statuses section is not updated after transmission when the lock data option has been enabled

2021-April-21
Error message when publishing a PDF file for digital signature

2021-April-16
Revenu Québec extends the deadline for filing TP1 returns and for paying balances due

2021-April-14
Error message when coupling or uncoupling a return
Unsaved modifications to a CCH Scan PDF file

2021-April-9
Roll forward of Cantax 2019 and TaxCycle 2019 files – Incorrect calculations in the spouse’s return

2020 v.4.0
2021-March-31
Schedule H – Tax credit for caregivers for the spouse when an involuntary separation occurred in the year 2020 v.1.0
2020 v.2.0
2020 v.3.0
2021-February-24
Forms TP-80, Q2121 and Q2042 – Incorrect calculations of CCA classes 10, 16, 54, 55 and 56 when the CCA claimed in Québec differs from the one claimed at the federal level 2020 v.2.0
Form T2038 – Roll forward problem in the “Analysis of ITC claimed/carried forward” table

2020 v.1.0
2020-December-23
Schedule 14 – Incorrect calculation of the Climate Action Incentive payment amounts for residents of Ontario, Manitoba, Alberta and Saskatchewan

2020-December-17
When opening a client file and the Taxprep Default starting view is set to Client Manager, an error message is displayed


To view the Personal Taxprep Troubleshooting Memos, consult the Knowledge Base.