I just discovered the same issue this week for one of my clients. I spent over 3 hours on two different phone calls that I found to be EXTREMELY frustrating. The level of help that I received was HORRIBLE.  The agent new nothing and kept on having to put me on hold to talk to someone which they do all the time now and you have to hold each time 5 to 10 minutes.  I was told to make the taxpayer a dependent from the "Tax Expert" SERISOULY!!!! 

 The issue with Lacerte is they now outsource the support instead of in house.   The people that they outsourced it too are HORRIBLE with little knowledge of tax law and limited knowledge of the tax program.   

They also use to have a number to the office of the President which you could reach out too and the situation would get escalated to someone that was higher up.  They have now closed that office. If you call customer service, there is no one that you can talk to.  

Obviously Lacerte has little care or concern for the tax professional that pay a lot of $$$ to use their program.

Year ago, I looked into Ultra Tax which was and is a fraction of the price, and their REP Access is about half of Lacerte.  I regret not making the change...now I'm close to retirement and wouldn't make sense.