Proseries 2024 Duplicate profile on link.intuit.com for existing clients

[sanjit1]

Please refer to case # 15126843521

I just spent 3.5 hrs with a support agent to resolve this matter. Nothing has been resolved even after an escalation.

Please do take the time to look into the above referenced case.

In the past, ( proseries 2020-2023), in order for me to autopopulate, a checklist of documents, I would transfer the client records and then select INVITE button. I would then be prompted whether a checklist and questionnaire should be sent. For existing clients, I would select only Checklist, so that the list of requested documents would then show up on the client's existing profile in Link.

The list of requested documents for the coming tax year will populate in the existing profile. There have been times in the past that a new profile gets created. This new profile would have the checklist information for the coming year, instead of having it populated into the existing client profile's coming tax year file.

Today, along with the support agent, I attempted to the do the same for tax year 2024 thru proseries 2024 program. Each time I selected the checklist box and sent an invite for an Existing client, a new record/profile was being created. This duplicated new profile did occur on occasion in the past, but now each existing client is getting a new record.

As you are well aware, there is only one option that exists in the in the link column within proseries. A checklist will not auto-populate to an existing client's link.intuit.com account without proceeding in this fashion.

The escalation team, from what I was conveyed by the support agent is that, "this is how the process works". 

Please understand that I have been following the proper procedure to ensure a checklist is auto-populated into an existing client's profile. A new profile should not be created.

Every year, I do the following:

1. transfer 1040 client files to the coming year software

2. transfer 1040 organizer to the software

3. Select INVITE on link (note that INVITE is the only option)

4. Go thru the prompts to select Checklist so that the historical data set from past year is auto-populated into the existing profile.

5. Verify that in link.intuit.com that the checklist has populated into the existing profile and NOT to a new profile.

There is a serious flaw in the proseries 2024/link.intuit.com connection. A new profile should not be created when a profile already exists and has been existing for many years.

The support agent Geovanny completely understood the flaw. However, his attempts at escalating the matter at hand have failed. 

It's a simple process. in ensuring a checklist gets auto populated. However, the only way to populate a checklist for an existing client, is to INVITE the client from Homebase/Form 1040 Individual.

It has worked for most of my existing clients for the last 4-5 years, with very few flaws of duplicate profiles being created. However, 2024 system is creating a duplicate profile for EACH EXISTING CLIENT!

The whole purpose of using link, is to not only exchange sensitive information within this platform, but to also have an auto- populated checklist into the coming year folder instead of into a brand new profile folder which has no information of past years.

From the client's side, a client should be able to view past records from the same profile. Only the year should change. A new profile for each client each year will render the purpose of auto-populating the checklist, completely futile. Basically it means a client will have a new profile for each year. It just doesn't make sense.

I am unsure whether this issue is only happening with my account or whether it is happening with other tax professionals. I hope someone looks into this matter as soon as possible.

Again, Geovanny understood well the issue at hand. I am just completely frustrated and disappointed that he and I were not able to convince the escalation team that there truly is a problem.

Each year, around this time, I take proactive measures to transfer client files and setup the systems earlier so that any glitches can be fixed. 

There is a problem and I hope someone pays attention my comments.

Please feel free to contact me any time and I will be happy to spend the time to show the flaw as I truly need this fixed in order to be well prepare for 2024 tax season.

Thanking you in advance,

Sanjit Shah