Frequently asked questions about NETFILE -- Software

1. What if I'm having a problem using the tax preparation software I bought?
2. Why doesn't the CRA provide free software for NETFILE?
3. Why doesn't the CRA provide a fillable income tax return on the Internet?
4. Why doesn't the CRA provide fillable forms?
5. Why did the CRA set a limit of 20 returns that can be prepared with a NETFILE-certified tax preparation software?
6. I already bought tax preparation software but it's not certified for NETFILE, or it wasn't certified when I bought it. Can I use it now?
7. I prepared both my tax return and my spouse's using the family/spouse/coupled option. The software created only one file and I transmitted that tax return. Did you receive both?
8. If I use a NETFILE certified tax preparation software package or Web application to complete my federal tax return, can I also use it for my provincial or territorial tax return?
9. If I need software support, who do I contact?

1. What if I'm having a problem using the tax preparation software I bought?
   Contact the software developer directly for help. Be sure to confirm that you're using a software package that has been certified for NETFILE use by checking our certified software list. However, if you received an error message when trying to transmit your tax return via NETFILE, you should call the e-Services Helpdesk at 1-800-714-7257.
   
   
2. Why doesn't the CRA provide free software for NETFILE?
   The CRA provides forms and guides -- both paper and electronic -- to assist in the income tax filing process. NETFILE is only one option to file tax returns electronically. The other options are EFILE, through third-party service providers, and TELEFILE, for those eligible. TELEFILE is also a free service. NETFILE is intended for the millions of individuals who use commercial software to manage their financial affairs and prepare their tax returns. These individuals can transmit their own tax returns using the CRA's free Internet transmission service, NETFILE. In the past, they had to print and mail their tax returns.
   
   Development, distribution, and the subsequent ongoing maintenance of free tax software would represent a tremendous expenditure for the CRA. It would also require a continuous support network to assist users of the product. Even if we were to provide free software, some Canadians will always prefer to purchase products from the private sector market because many of these products offer tax-planning tools and are often compatible with home accounting software.
   
   Some software developers have free offerings for Canadians. Please visit our software page for a listing of NETFILE-certified tax preparation software.
   
   As long as there is a viable industry of tax preparation software developers in Canada and products to suit the individual needs of Canadians, the CRA sees no reason to compete with the private sector in this area.
   
   
3. Why doesn't the CRA provide a fillable income tax return on the Internet?
   The CRA has considered providing a fillable income tax return on the Internet. However, our research shows that Canadians are only interested in a fillable form if it enables them to make detailed tax calculations. Due to cost and system constraints this is not a viable option at this time.
   
   
4. Why doesn't the CRA provide fillable forms?
   Since February 3, 2000, the CRA has been offering certain fillable forms through its Website. These forms can be filled in on-screen, then printed so the paper copy is ready to be submitted. Some of these forms can even perform calculations. http://www.cra-arc.gc.ca/menu/FIL-e.html
   
   
5. Why did the CRA set a limit of 20 returns that can be prepared with a NETFILE-certified tax preparation software?

The CRA has determined that a limit of 20 returns, whether printed or filed using NETFILE, is appropriate and sufficient for a NETFILE software product. This will allow even a large family to share one software product to prepare and file their tax returns.

For more information please visit our News and Program Updates Web page.


6. I already bought tax preparation software but it's not certified for NETFILE, or it wasn't certified when I bought it. Can I use it now?
   Only tax preparation software and Web applications certified for use with NETFILE can be accepted through the transmission Web site. You should be aware that you may have to download an update from your software developer if you purchase your software package before it is certified for use with NETFILE. Information on how to upgrade your software is available from your software developer's Web site. If you have any other questions about the software, contact the company.
   
   
7. I prepared both my tax return and my spouse's using the family/spouse/coupled option. The software created only one file and I transmitted that tax return. Did you receive both?
   No, we did not. You can only transmit one tax return, with one access code. When you saved your tax return for NETFILE, it actually created two ".tax" files, one for yourself and one for your spouse. Your spouse will have to transmit her/his return separately using their personal information, including their own access code.
   
   
8. If I use a NETFILE certified tax preparation software package or Web application to complete my federal tax return, can I also use it for my provincial or territorial tax return?
   Provincial and territorial tax returns are filed as schedules attached to your federal income tax return using NETFILE for all areas except for the province of Quebec. If you would like to file your Quebec provincial tax return electronically, please visit the ministère du Revenu du Québec Web site for their Internet transmission service for electronic tax returns.
   
   


9. If I need software support, who do I contact?
   

   Software Support

   In most cases, the e-Services Helpdesk can help you with matters related to NETFILE, including helping you with error messages received while using NETFILE-certified tax preparation software. However, if you have a question about a software product, you should contact your software developer.

   For the following situations, contact your software developer or check their Web site:
   • for purchasing questions-payment did not work, or details about buying extra licences up to a limit of 20 returns;
   • if you have trouble with downloading, the installation of the software, the activation or registration of a product; or
   • if you have problems updating your software product-(if standard updating methods fail.)

   Tax Questions

   If you have tax questions, (for example-about child care expenses or medical expenses), visit the CRA Web site at www.cra.gc.ca, or call 1-800-959-8281.

   Examples
   • What is my RRSP room?
   • Can I claim my daughter's tuition fees?
   • Can I claim child care expenses, now that I'm separated?
   
   
   If the NETFILE Web site does not answer your questions, call the e-Services Helpdesk at 1-800-714-7257. They can help you with such things as:
   • saving a return for NETFILE (creating a ".tax" file);
   • locating a ".tax" file (browsing, and searching for a proper file name); and
   • what to do if you get an error message when trying to prepare or send your return via NETFILE.