How to challenge a calculation in Lacerte

If you believe Lacerte's calculation is incorrect, you may decide to submit a calculation challenge request after speaking with support.

Before you start:

• Gather the information you'll need that's required for a Calculation Challenge:
  • IRS (or state taxing agency) publication(s), form instruction(s), or other official documentation that you used to complete your calculation. You will need to include the page number and/or worksheet you are using to support your calculation.
  • A client file that shows the issue you are challenging.
  • Your calculation of the amount you are advising it should be, based on the references listed above (current calculation vs expected calculation) for the client file you will be including.
  • A detailed explanation of why you feel the program's calculation is incorrect.
• When you submit your request, it's important to include Calculation Challenge in the subject line.
• This isn't an additional means of support.  This option allows you to share your reference documents, display calculation differences, etc. to challenge the program's calculations. This submission will be responded to via email once development has the opportunity to review and provide a determination. Make sure you include your current email address.

Follow these steps to submit your calculation challenge:

1. Open the impacted year of Lacerte and go to the tax type where you have the client file that you will be including to illustrates the issue.
   • It's helpful to note the client number before continuing to the next step.
2. Go to the Tools menu, then to Communications and select Service Requests / Lacerte Email.
   • Or press Ctrl+L to bring up the Service Request window.
3. Choose Continue, then select New Request.
4. Select Yes for the question: Do you want to attach clients or files to your new Service Request?
5. Choose Attach > Attach Client.
6. Select the Client from the list provided.
   • Clients are sorted by Client Number; alphabetically with numeric client numbers listed first.
7. Choose OK.
8. Select Remove Privacy Information from Attached Client(s), and then OK.
9. After adding the client file, you can select Attach > Attach File to select any files that provide documentation supporting your calculation (for example, instructions, publications, agency notices, your calculations, etc).
10. Select OK.
11. Make sure the attachments are visible under the Attachments section.
12. Select Submit.
13. Lacerte - Individual or Lacerte - Business will autofill in the Product dropdown menu.
14. Select I need help with client file from the Category dropdown menu.
15. Enter your Name.
16. Enter your Email Address.
    • This is where we will email a response to your challenge.
17. The Subject line must include:
    • "Calculation Challenge"
    • Federal or state agency
    • Form, page, line number, etc. Clearly stating what you believe is incorrect.
      • For example, Calculation Challenge: Partnership Arizona Schedule Schedule K-1 Part II Box 7
18. Include in Details any supporting information, calculations, and a description of why you feel the program's calculation is incorrect. If you've attached all of the required information, be sure to include a brief explanation of what is attached.
19. Select Submit.

If the Service Request was sent correctly, you'll receive an SR#.  Once the challenge has been completed, you'll receive a response via email.  The turn around time will vary based on complexity.