Why is there a 60 minute wait time for phone questions and no live chat?

[Just-Lisa-Now- · Accepted solution]

Mabel, does this answer help answer your question from 2 days ago?

https://accountants-community.intuit.com/questions/1802100-for-a-1099-r-the-taxable-amount-is-being-...

[Mabel704]

Yes, thank you.  I missed that in the instructions.

[George4Tacks]

FYI - ProConnect Tax Online Support https://accountants-community.intuit.com/articles/1606322-proconnect-tax-online-support-hours

[Mabel704]

Hi, can you tell me how to access the Chat that is "available in product," please.

[Just-Lisa-Now-]

Its only for ProConnect Tax Online (PTO)...are you using ProSeries or PTO?

[Mabel704]

I'm using Proseries.

[TaxGuyBill]

@Mabel704   Unfortunately, "chat" is no longer available for ProSeries or Lacerte.

For any future questions, it would be helpful if you indicated the proper software that you are using (your original question you selected Proconnect Tax Online, rather than ProSeries).

[Mabel704]

Will do.  I thought I was on the website for Proseries support, but apparently was not.  I don't think I ever "selected" Proconnect Tax Online.  Anyway, it won't happen again.  Sorry.

[mojocpa]

If you are using ITO, I am pretty sure there is no phone support and only live chat. 

[mojocpa]

@itonewbie @George4Tacks can you confirm?

[IRonMaN]

Bets on whether we are asking a ProSeries question?  If so, how come it is only a 60 minute wait?  Did they hire extra support people?

[Just-Lisa-Now-]

previous questions by Mabel were for ProSeries, but maybe they switched.

[Just-Lisa-Now-]

@Mabel704  are you calling to ask about your question 2 days ago that didn't get answered?  Sometimes the board moves to swiftly and things get missed.

[mojocpa]

In your tagline above  it shows: "ProConnect Tax Online" Thanks for the bloody unhelpful vote.

[dafacct]

ProSeries support is terrible!! Yes, the chat function was eliminated with the 2017 tax year...…..and, on-hold wait times are inexcusably LONG!!!!! I guess time to switch to Drake

[Mabel704]

That's what I'm thinking, too.