Your Service Bureau support relationship with R&A.
R&A Pro-Tax Software Solutions is the Service Bureau for your enrolled tax office. When something is wrong — credentials, software access, bank enrollment, or day-to-day operations — you come to R&A. We handle what is ours, and we coordinate with the software platform, banks, and other outside parties when the issue belongs to them.
Support categories
Four ways R&A intakes an issue
Every request starts in one of these four categories. If you are unsure, choose None / General — R&A will re-categorize it internally.
EFIN readiness, verification, application and status guidance, IRS-related credential requirements, and related onboarding issues.
- · EFIN readiness for the filing season
- · EFIN verification for your office record
- · Application or status guidance
- · PTIN and credential requirements
- · Credential items blocking onboarding
EFINs and PTINs are issued by the IRS. R&A assists and guides; the IRS makes the decision.
Access to your professional tax-preparation software, provisioning and access issues, login and access records, software questions, and escalation where appropriate.
- · Software access not delivered or not working
- · Login or access problems
- · Adding or removing preparer users
- · Office or season configuration questions
- · Escalation to the software provider
The tax-preparation platform is operated by a third-party provider. R&A delivers and supports your access and coordinates escalations.
Bank-product enrollment status, documentation and readiness, provider enrollment guidance, and related Service Bureau coordination.
- · Enrollment status and next steps
- · Documents needed for enrollment
- · Provider enrollment guidance
- · Fee and funding questions
- · Compliance review follow-up
Bank products are provided by third-party banks under their own agreements. Approval decisions and timing are the bank's.
Anything that does not belong in the other three — general account, onboarding, billing, training, office operations, or other Service Bureau questions.
- · Account and onboarding questions
- · Billing and payment questions
- · Training and Academy access
- · Agreement or contract questions
- · Office operations and everything else
If you are unsure, use this category. R&A re-categorizes and routes it internally.
The support path
From “I need help” to resolution
- Step 01You need help
Something is blocking your office — EFIN readiness, software access, bank enrollment, or a general account question.
- Step 02Ask Zyiion™ or go straight to a case
Zyiion™ can help you pick the right category and gather the details R&A needs. You may skip it entirely and open a case.
- Step 03Intake & triage
Signed in: a portal ticket is created with a reference number and your office context attached. Not signed in: a contact request is recorded with a reference code and routed to the owning department.
- Step 04R&A handling
An R&A team member is assigned. Your case moves through defined statuses and every reply is recorded on the case.
- Step 05Third-party coordination
If the issue belongs to the professional software platform, a bank, the IRS, or a payment processor, R&A coordinates, assists, or directs you to the right party. R&A does not control those organizations and cannot guarantee their decisions or timing.
- Step 06Resolution & record
The case is resolved and closed. Portal ticket records and attachments stay available to your office for 90 days after closure.
What support can actually do today
Support capability status
Signed-in customer tickets and public requests are two different workflows. They are listed separately so nothing is implied that your office cannot use today.
For enrolled offices signed in to the R&A Client Portal. This is the tracked support record.
Open a case from the Client Portal with category, description, priority, and preferred contact method.
Every portal ticket receives a reference code that you and the R&A team both work from.
Your office's open and closed tickets, with the full message thread, remain visible in your portal.
Upload documents or screenshots to a ticket thread; R&A staff can attach files back to you.
Cases move through defined states, including waiting on your office and waiting on an outside provider.
Your office record, onboarding stage, software-access state, and bank-enrollment state are attached to the case for the handling team.
Cases are assigned to a department and an R&A team member internally. Assignment is staff-facing, not published to your portal view.
Any case can be raised to R&A staff. AI assistance never blocks reaching a person.
Automatic message alerts on ticket activity are not yet connected to the support system. Today you check your portal or R&A contacts you directly.
A case can be marked as waiting on an outside provider. A structured, customer-visible external escalation record is still being built.
Anyone can reach R&A without an account. These are intake requests, not portal tickets — they behave differently.
Send a request from the contact page without signing in. It is recorded and routed to the owning R&A department.
A reference code is issued so R&A and the requester share one identifier. It is a reference for the request, not a portal ticket.
There is no signed-out history view. Follow-up on a public request happens by email or phone until the office is enrolled and signed in.
AI-assisted guidance on categories, onboarding steps, resources, and what to include in a request.
Reach R&A directly during business hours: Mon–Fri · 9:00 AM – 7:00 PM PT.
Zyiion™ helps you choose the right support category, understand onboarding and software-access steps, locate training and resources, learn common R&A procedures, prepare the information a support request needs, explain customer-facing status information where it is available to you, and hand off to a person.
- · Does not prepare, review, or file tax returns.
- · Is not the IRS and does not speak for the IRS.
- · Does not act as, or speak for, a bank, the IRS, or a payment processor.
- · Cannot promise approvals, timing, or outcomes controlled by a third party.
- · Does not make tax-law determinations.
- · Does not resolve every issue — R&A staff handle anything that requires judgment, account changes, or a provider.
People at R&A own your case. Anything involving your account, credentials, software access, bank enrollment, billing, agreements, or a third-party provider is handled by an R&A team member — not by AI. Zyiion™ is assistance around that relationship, never a replacement for it.
Frequently asked questions
Before you open a case
Who can enroll?
Independent tax offices and tax professionals operating in the United States, whether you are opening a new office or moving an existing one. Enrollment is reviewed by an R&A enrollment specialist.
What is included with each software package?
Each package is described on the packages page with an inclusion matrix that labels every line item AVAILABLE NOW, INCLUDED AFTER PAYMENT, SEPARATE ACTIVATION REQUIRED, or COMING SOON. Nothing outside that matrix is included.
Is software access immediate?
No. Software access is provisioned by R&A after payment, required agreements, onboarding, and internal approval. It is not delivered automatically at checkout.
What happens after payment?
Your office record is created, onboarding step 1 opens, required agreements are presented for signature, and R&A completes provisioning. You receive access information by email once provisioning is finished.
Do I need an EFIN or PTIN?
Yes — preparers need a PTIN and the office needs an EFIN to e-file. Both are issued by the IRS. R&A assists and guides; the IRS makes the decision. Never send your EFIN or PTIN number through a public web form.
Can a new tax office enroll?
Yes. The enrollment wizard has a path for new offices, including offices still working through EFIN application steps.
Can R&A help with software conversion?
Data-migration assistance is available and can be requested during enrollment. Scope is confirmed with your specialist; it is not automatic.
Is training included?
The R&A Training Academy provides operational readiness training for enrolled offices. It is R&A training — it is not IRS CE and R&A is not an IRS/AFSP continuing-education provider.
Are bank products included?
No. Bank products require SEPARATE ACTIVATION through a participating bank under the bank's own agreement. The bank — not R&A — approves enrollment and sets its fees.
Is the Branded Mobile Tax App included?
No. It is labeled SEPARATE ACTIVATION REQUIRED and is activated after enrollment; it is not included with a package by default.
Is the CRM available now?
The ROSSNEXUS™ CRM and office-operations layer is labeled SEPARATE ACTIVATION REQUIRED. It is not included with a software package by default.
How do I request support?
Enrolled customers sign in and open a case in the portal Service Center. Every case is tenant-scoped — you only ever see your own office's tickets.
Can R&A help with a client-related software problem?
Yes, through Client Case Assistance. Describe the software or workflow problem using your office-generated client reference number. R&A supports the software and workflow; your office remains responsible for taxpayer information, return preparation, filing decisions, and professional tax advice.
What information should never be submitted in a support ticket?
Never submit taxpayer Social Security numbers, dates of birth, bank information, identity documents, complete tax returns, passwords, or access credentials — including inside screenshots. Redact before uploading.
How are software credentials delivered?
Only after payment, agreements, onboarding, and approval are complete, and only through the secure portal and your verified account email. R&A never asks for your password.
Where can customers review terms, privacy, refund, and support policies?
All current policies are published in the legal center and linked in the site footer.
Support requests are reviewed during published business hours. Submitting a request does not guarantee a specific response time.
Who is responsible for what
Your Service Bureau. Enrollment, onboarding, software access delivery, bank-enrollment assistance, support handling, training, and coordination with outside providers.
Your branded professional tax software — your access link, assigned credentials, your office name inside the account. The Branded Mobile Tax App is activated separately and is not included by default. Returns are prepared and transmitted under your own EFIN.
The operating layer behind R&A's portal, case records, and Ask Zyiion™. It is infrastructure — it does not replace R&A as your Service Bureau, and it is not the tax-preparation software.
Not sure where to begin? Ask Zyiion™.
Ask Zyiion™ helps tax professionals understand R&A Pro-Tax software access, onboarding, training, CRM options, bank enrollment, support, and available business services. Get clear guidance based on what you are trying to build.