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Sending Organizers

Troubleshoot sending returns or organizers to NetClient CS portals

After sending a web return or organizer from CS Connect to NetClient CS, you might face these issues:
  • The web return or organizer doesn't appear in the portal.
  • The client didn't get an email notification about their return or organizer being in their portal.
  • A NetClient CS portal didn't create for a new client.
If you encounter any of these problems, there are several possible reasons.

Timing

Web Organizers appear in portals every 30 minutes on the half hour. Tax returns appear relatively quickly, depending on the size of the files and your internet speed. Timing can also vary depending on the workload of the Thomson Reuters servers.

It's going to a different portal

It's possible the return or organizer went to a different portal than you expected. If you have NetFirm CS administration privileges in your NetStaff CS account, you can verify this using the
View Portal
 feature. If you don't have access to this feature, you can check the portal destination in UltraTax CS in
View
Client Communications
.
If it's going to the wrong portal, use the NetClient CS Portal Destination to override the portal.

The client ID is different

If the client had a portal last year, but the client ID in UltraTax CS has changed, it'll lose the portal connection. If this happens:
  1. Open the prior year of UltraTax CS.
  2. Go to
    Setup
    , then
    Client Communications
    .
  3. Find the client in the list with the old client ID, and select the Net Client Portal Destination icon next to the client.
  4. Unmark the
    Web Org Destination
     and/or set the
    Tax Return Destination
     to
    None
    .
  5. Select
    OK
     and try again.

The client has a portal with another firm

It's possible that the client had or has a NetClient CS portal with another accounting firm, and both portal's usernames are the same email address. If this is the case, at least one of the usernames needs to change. If you have NetFirm CS licensing, an admin can do it for the portal with your firm. Otherwise the client needs to change their username for the portal with the other firm.
  1. If you'd like to manually change it:
    1. Have an admin sign into NetFirm CS.
    2. Go to the
      Admin
       tab.
    3. In the NetClient CS section, select
      Users
      .
    4. Find the client in the list and update their email address to an alternate email.
    5. Open the client in UltraTax CS.
    6. On the
      Contact
       screen, in the General folder, enter the alternate email in
      Taxpayer email address
      .
  2. If your client wants to change it:
    1. Have the client sign into their NetClient CS portal where their username is their email.
    2. Have them select
      Edit Account
       and change their username to anything other than their email address.
  3. Once their username and/or email is changed, try to send it again.

Emails won't send

If the client isn't getting an email notification that their organizer or return is available to them in NetClient CS:
  • Have them check their spam folder.
  • Make sure you have the correct email entered in UltraTax CS.
  • Make sure notifications are enabled in UltraTax CS. Go to
    Setup
    Client Communications
    Web Delivery Options
     to verify. You'll need to have notifications enabled before you send items to the portal.

Integration isn't set up correctly

If you run into errors when assembling or transmitting web returns or organizers to NetClient CS, double check the required setup for integration.

This article applies to:

  • Product: UltraTax CS
  • Subject: Organizer
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