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Submitting a Ticket to K1x Support

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.

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

 

Informative Ticket Example Uninformative Ticket Example

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-

 The K-1 packages will not print. In the scenario builder, when I try to print I get a failed message without a reason why.

 

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.