Frequently asked questions

  • Share
  • What is EY TaxChat?

    EY TaxChat is an on-demand mobile tax preparation service that combines the convenience of DIY (do-it-yourself) with the quality of a tax return prepared by Ernst & Young LLP (EY US). The app connects you with EY tax professionals in an easy-to-use, secure online environment. After downloading the EY TaxChat app from the Apple or Google Play stores, users simply answer a series of questions, upload relevant documents (e.g., Forms W-2 or 1099), chat with an EY professional and then receive their prepared tax returns.

  • What are the advantages of using EY TaxChat?

    EY TaxChat provides several advantages. The service is:

    • Convenient and easy to use. The on-the-go convenience and easy registration process make it easy to file your taxes anytime, anywhere — between meetings and deadlines, in transit (on a train, taxi, bus) or in your hotel room.
    • Stress free. Take the guesswork and time commitment out of filing your taxes. Let EY tax professionals do what they do best so that you can move on to doing what you do best. If you have any questions along the way, just send a chat message to the knowledgeable EY professional assigned to your return.
    • Versatile. Life changes mean changes to your taxes. EY TaxChat can prepare your taxes even as your life — and your taxes — gets more complex.
    • High quality. EY TaxChat delivers tremendous service at a reasonable cost.
  • How do I enroll?

    EY TaxChat is open for enrollment starting January 15, 2018. At that time, you can simply download the EY TaxChat app from the Apple or Google Play stores and start the enrollment process.

  • What do I need to use EY TaxChat?

    Your smartphone running either iOS (any version) or Android software (6.0 or later) and tax documents (like your Form W-2, mortgage interest statements and 1099s) are all you need to use EY TaxChat. That’s it!

  • Can I use EY TaxChat if I don’t have a smartphone?

    To use EY TaxChat, you must download and access the iOS or Android app. You still can use EY TaxChat if you don’t have a smartphone, but have access to a device that can download apps, such as a tablet. Please note however, that the app is not optimized for tablet resolution.

  • How do I know which documents are required?

    After you go through the registration and enrollment process, you will be given a list of documents that are required, based on your personal circumstances (e.g., homeowners need to provide mortgage interest and real estate tax information). You can send us a chat if you have any questions about which documents are sufficient or required.

  • How much does EY TaxChat cost?

    The EY TaxChat fee ranges from $249 to $499, depending on the complexity of the tax return.

  • How will I know the cost to prepare my return?

    After you register for the EY TaxChat app, you will be prompted to answer some questions about your 2017 tax year and tax filing profile. For example, did you have a mortgage or dependents, or make charitable contributions? Based on your answers to these questions, EY TaxChat gives you a fixed-fee quote for preparing your taxes.

  • Under which circumstances could the price change?

    While the price of using EY TaxChat is a fixed fee, there may be instances in which the price may be increased. If, during the tax preparation process, it is determined that you have additional filing requirements that you were not aware of or didn’t indicate during registration, you will be notified of the adjusted price and you will have the option to either continue or discontinue the service.

  • How do I pay for EY TaxChat?

    After your return is completed, you will be prompted to pay for the EY TaxChat service via a credit card.

  • Is my information safe within the EY TaxChat app environment?

    Yes. EY TaxChat uses multiple encryption protocols (in transit and at rest) for data and document security and employs EY US’s professional information security practices so that your data is protected at all times.

  • Who are the EY TaxChat preparers?

    The EY TaxChat team is an extension of a large team of EY tax professionals in EY Global Delivery Services. Our tax professionals who sign and file returns are trained and licensed and hold either a certified public accountant or enrolled agent license.

  • When is the chat function available within EY TaxChat?

    You can always access the chat function, both within the app and also from a web browser ( Our chat support team works Monday through Friday from 6:00 a.m. to 11:00 p.m. CST and on weekends from 8:00 a.m. to 5:00 p.m. CST. You will receive a response to your chat within 12 hours, and usually much sooner. 

    If you receive a chat message and you are not actively using the app, you will receive a push notification on your smartphone, and you see the new chat notification within the app.

    The chat function is not automated. You will be interacting with a team that is dedicated to your return and will be familiar with your situation. 

  • Can I speak to my tax preparer on the phone?

    Most questions can be resolved quickly and easily via chat. However, if you are not able to resolve your questions via chat, your preparer may be able to schedule a call with you on an exception basis. 

  • Can EY TaxChat prepare state and city tax returns?

    Absolutely. Your preparer can prepare state or city returns in addition to your federal return. When you set up your EY TaxChat account, please select “Income in more than one state”, along with indicating your other tax filing needs and let your preparer know which state and city tax returns you need to file. Please note that one state return is included in the base fee for the service. There may be an incremental fee for additional filings.

  • Is the EY TaxChat service impacted by the pending US tax law reform?

    The proposed US tax law reform for individual tax returns does not impact 2017 filings. If legislation is enacted that does impact 2017 filings, we will take that into account when preparing your return.

  • Is EY TaxChat available to my family members?

    Unfortunately, at this time, EY TaxChat is only available to users and their spouses or partners filing jointly. If you are married and file separately, we can prepare your return but not your spouse’s return. We also cannot prepare returns for children or other dependents.  

  • When will my return be filed?

    If we receive your tax documentation by March 31, 2018, we will be able to complete your return by April 15, 2018. If you have not provided all of your documentation by that date, we may be able to work with you to file an extension of your return. Please note that e-filing is dependent on your prompt return of the e-file authorization. 

  • What if I have questions after my return is completed?

    If you have any questions about your return, please send us a chat. If needed, we will update your return prior to the filing deadline. 

  • How will I know that my return has been filed successfully?

    If your return is eligible for e-filing and you complete the e-file authorization, you will receive notification within the app that we have successfully e-filed your return. If you would like a copy of the confirmation from the Internal Revenue Service that your return has been received, send a chat through the app and we can provide that documentation.

  • Does EY TaxChat handle extensions?

    EY TaxChat may be able to file an extension for you based on your circumstances. However, please be aware that when you file an extension, any taxes owed are still due by April 15. Please also note that filing an extension involves an incremental service fee of $100.

  • What happens if I am audited?

    The EY US firm may be able to provide audit support at an incremental fee as part of a separate services agreement. If you are audited, please email the EY TaxChat team to discuss your options.

  • Whom can I contact with further questions?

EY TaxChat

File your taxes this year with minimal effort and maximum confidence. To get started, download EY TaxChat from your favorite app store.

Help your employees get their taxes completed more efficiently, on point and on time, and help guide them along the road to financial wellness using EY TaxChat.