Helpdesk and other contacts

Customer support

Phone

• New Zealand: 0800 00 1035
• Australia: 03 8080 8083

Email

• [email protected]
• [email protected]
• [email protected]

Billing and accounts 

Refer to Vendor setup Details

How to add customer support to an entity

If you call our support team, we may ask you to add TaxLab Support as a user. This is a feature that allows us to log in to the system and see what you are seeing, so we can diagnose and resolve the issue you have.

This process adds TaxLab Support as a user to the entity.

1. From your Home screen > click the name of the entity
2. Click the Users tab.
3. Click the Add customer support button.

Once you are finished with the support call or we have resolved your issue, you should remove TaxLab Support as a user.

Customer support does not provide tax advice

We provide software support

TaxLab offers software solutions designed to streamline and automate various aspects of tax compliance.

We provide guides and tutorials within this knowledge base to help you navigate and use our software effectively. Our customer support team is available to assist you with software issues, software functionality, and general software usage questions.

Software support only: Our support staff are trained to assist with issues related to the use of our software. This includes troubleshooting software errors, providing guidance on software features, and helping with account management.

No tax advice: Our staff are forbidden from providing tax advice and are instructed not to assist with the following:

• Checking tax calculations
• Verifying the treatment of any tax positions
• Verifying tax return completeness or accuracy

Why we don’t provide tax advice

Complexity of tax compliance: Tax compliance is complex and varies depending on individual circumstances. It is essential to have your tax matters reviewed by a qualified tax professional who is familiar with your tax affairs (your regular tax advisor).

Scope of services: Our expertise lies in developing and maintaining high-quality tax software. While our team includes qualified tax professionals who are highly knowledgeable about tax compliance, we are not an accounting or tax advisory firm and tax advice is not within the scope of services we provide.

Please consult with your accountant or tax advisor

For review, checking or verification of tax calculations, or any other assistance with tax issues or other tax advice, we recommend you consult with your qualified accountant or tax advisor. 

They are equipped with the expertise and knowledge necessary to provide accurate, timely and reliable tax advice. Professional tax advice helps ensure that your tax affairs are managed correctly and in compliance with the law. This can help you avoid potential legal and financial consequences resulting from incorrect tax filings or misinterpretations of tax laws.