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 fillable forms?
3. 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?
4. 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?
5. 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?
6. If I need software support, who do I contact?
7. Why did the CRA set a limit of 20 returns per computer that can be prepared with a NETFILE-certified tax preparation software?

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 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
3. 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.
4. 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. 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.
5. 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 Québec. If you would like to file your Québec provincial tax return electronically, please visit the Revenu Québec Web site for their Internet transmission service for electronic tax returns.
6. 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.
7. Why did the CRA set a limit of 20 returns per computer that can be prepared with a NETFILE-certified tax preparation software?
   
   The CRA has set a limit of 20 returns per computer for NETFILE-certified software regardless of the net income.
   
   The CRA's primary interest is always to protect the taxpayer.
   
   NETFILE was created so that taxpayers could file their own T1 returns over the Internet using tax preparation software. NETFILE allows individuals to benefit from the same speed and convenience that tax preparers had for years enjoyed in using EFILE to transmit returns for their clients.
   
   The limitations for NETFILE have not changed, and it remains a service for taxpayers to file their own tax returns. EFILE remains for use by those who file on behalf of others.
   
   When you use NETFILE, you sign in with your own electronic signature, which consists of your social insurance number and date of birth. Only you should use your electronic signature. Tax preparers who file on behalf of others do not need the electronic signatures for their clients, since EFILE was built with filing for others in mind. Instead, they sign in with an assigned EFILE number and a password.
   
   We work to protect taxpayers from potential identity theft, which can arise if you give personal information. We are working with software developers to ensure taxfilers use the appropriate electronic filing service. There are a variety of EFILE products available, and EFILE software does not require a limit to the number of returns that can be prepared and filed.
   
   For more information on EFILE and software products certified by the CRA, visit the www.efile.cra.gc.ca.
   
   There is no need for unlimited returns on a product that is for people to self-file. Unlimited returns opens the door for tax preparers to use their clients' electronic signature and NETFILE rather than the system they must use, which is EFILE.
   
   If you prepare returns as a community service, you are invited to be part of the CRA's Community Volunteer Program.
   
   For more information please visit the CRA Web site at www.cra-arc.gc.ca/tx/ndvdls/vlntr/lnd-eng.html.