Support options for ProFile

Before you Contact Support

Ensure your ProFile is up to date.

1. Open ProFile.
2. From the Online menu, select Check for Updates.

Self-Serve Resources

ProFile has an active community forum where professional tax preparers and ProFile experts answer questions. You can post a question at any time and typically receive a response from peers or Intuit staff.

Commonly referenced help topics include:

• What's new in ProFile
• Download, install, and activate ProFile
• AuthRep Web Service ending July 15, 2025 and how to obtain Represent a Client (RAC) access
• Complete a T1 adjustment

Common Errors and How to Handle Them

EOle, Access Violation, or DAX errors are application-level errors. EOle errors are usually caused by a conflict with a third-party application or a corrupted component. Access Violation errors often point to memory or installation issues. DAX errors are related to data access. For all three, updating ProFile and restarting your computer is the recommended first step. If the error persists, call 1-800-452-9970.

EFILE errors are codes returned by the CRA when a tax return submission is rejected. Each error code corresponds to a specific data or eligibility issue on the return. Review the error code description carefully, correct the relevant field in the return, and resubmit. If the error cannot be resolved, contact the CRA EFILE Helpdesk directly, as they are responsible for CRA-side submission issues.

Important: Database, report, or terminal server issues are typically complex and can't be resolved through Live Chat. Call ProFile support directly at 1-800-452-9970.

How to Reach ProFile support

ProFile offers two contact options: Live Chat and phone. Live Chat is available directly through the ProFile support website and is suitable for straightforward questions. Phone support is available at 1-800-452-9970 and is recommended for complex issues such as database problems, terminal server configuration, or persistent application errors.

Support hours vary by time of year, particularly during and around tax season when extended hours are typically available. Note: depending on the complexity of your issue, a Live Chat agent may transfer you to phone support to resolve it fully.

Note: Our hours are subject to change based on the time of year. For exact hours, refer to this article.