Submitting a Ticket to K1x Support

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Support Ticket Best Practices

To provide the best support experience, we encourage you to include as much of the following information as possible in your support ticket:

990 Tracker Support Tickets

• Description of the issue/scenario
• Tax Year(s)
• Engagement Name
• URL to the specific page, section, part, or schedule
• For import-related issues, please attach the spreadsheet
• General page error message details (if available)
• Validation error message details (if available)
• Filing Deadline
• Relevant Screenshots

K-1 Aggregator Support Tickets

• Description of the issue/scenario
• Tax Year(s)
• Tenant Name
• Instance Name
• Investment Name
• URL to the specific page
• For reader-related issues, please attach the K-1 PDF
• For import-related issues, please attach the spreadsheet
• Error message details (if available)
• Filing Deadline
• Relevant Screenshots

K-1 Creator Support Tickets

• Description of the issue/scenario
• Tax Year(s)
• Tenant Name
• Project Name
• URL to the specific project page
• For import-related issues, please attach the spreadsheet
• Error message details (if available)
• Filing Deadline
• Relevant Screenshots

Legacy Navigator Support Tickets

• Description of the issue/scenario
• Tax Year(s)
• Project Name
• Entity Name(s)
• Investor Name
• User Name/Email
• URL to the specific project page
• For import-related issues, please attach the spreadsheet
• Error message details (if available)
• Filing Deadline
• Relevant Screenshots

Ticket Examples

Tables can't be imported directly. Please insert an image of your table which can be found here.

Hi Support,

We have issues e-filing foreign private foundations in CTRAC for both 2021 and 2022. I think there is something wrong with how CTRAC is generating the xml for this type of organization.

This impacts the following clients in CTRAC:

• ABC Foundation
• XYZ Family Foundation

Product: CTRAC

TY2021 and 2022

Form: 990-PF

Description: ABC had both 2021 and 2022 rejected for the same reason and XYZ 2022 was also rejected.

The error is as follows:

If "Borrowed Funds Election" [BorrowedFundsElection] is not present in the return, then Form 990-PF, 'ExpensesAndContributionsAmt' in 'PFQualifyingDistributionsGrp' must equal 'TotalExpensesDsbrsChrtblAmt'.

The weird thing is that the form 990-PF doesn’t have us complete what seems to be the affected parts of the form-

Why It Matters

Without the necessary details and information, we have to reach out and wait for a reply back before we can even begin the troubleshooting process.

Providing as much information as possible right away will help us deliver a faster and more seamless support experience.

You can reach our support team by clicking on the "Get Help" button on our apps or here in the Help Center.

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