Support that actually answers.
Most questions get answered in chat. Humans on the phone when it matters. No ticket queues, no runaround.
Everything you need to know.
Straight answers on pricing, e-file, bank products, security, and setup — all in one place. Still stuck? The chat in the corner has a human on the other end.
Pricing & billing
Season activation, per-filing pricing, and how billing works.How much does TaxWallet cost?
One simple model: $499 to activate the season, then $19 per accepted client filing (Federal + one state counts as one filing). No per-seat fees, and e-file, e-signature, and payments are included in that per-filing rate — not billed separately. You pay for results, not seats.
What counts as a “filing”?
A filing is one accepted return for a client — federal and state included — at $19. Each corporate return (1120, 1120-S, 1065) is $30. State is never billed separately.
Can you show the math on a typical season?
Sure. Say you file 14 accepted filings in a season. That’s 14 × $19 plus the $499 season activation = $765 all-in for the season — no other software bills.
When am I billed, and for what?
We keep a card on file and charge every Friday for the prior week’s accepted returns only. If the IRS didn’t accept it, you don’t pay for it — billing is tied to acceptance, not submission.
Is there a setup fee or per-seat pricing?
No setup fee and no per-seat pricing. You add as many preparers as you need at no extra cost — just the season activation and the flat per-filing fee. Eliminating the nickel-and-dime stack is the entire reason TaxWallet exists.
Can I lock in this season’s rate for next year?
Yes. A $500 deposit by September 1, 2026 grandfathers your current per-filing rate into the following season. It’s the best way to protect your margin before rates move.
Am I locked into a contract?
No multi-year contract. TaxWallet is a season-based activation — you decide every year. We’d rather earn the renewal than trap it.
Filing & e-file
The IRS e-file pipeline, acceptance, rejections, and forms.How does TaxWallet e-file returns to the IRS?
A completed return is serialized into the IRS-defined XML manifest, validated against the IRS schema, signed with the originating EFIN and practitioner PIN, and transmitted to the IRS Modernized e-File (MeF) system. The acknowledgment — accepted, rejected, or pending — flows back onto the same return in real time with exact reason codes.
What is your IRS acceptance rate?
98% in production since 2022. Continuous schema validation and form-level checks catch most issues before transmission, so the returns that reach the IRS are the returns the IRS accepts.
Is TaxWallet a licensed IRS transmitter?
We’re transparent about the chain. TaxWallet generates, validates, signs, and owns the return up to and including the manifest, then routes the sealed submission through a licensed external transmitter that holds the direct IRS connection for the last mile. You always know exactly who touches the return.
What happens when a return is rejected?
You get a reason-coded rejection — the IRS error code and the specific line it points to — not a generic failure. Fix it and resubmit in the same flow without leaving the platform.
Which forms and schedules are supported?
Federal 1040 with Schedules A through F, plus business returns — 1120, 1120-S, and 1065. Source documents (W-2, 1099, 1098, 1095-A) autofill via OCR. Every return is validated against IRS rules before anything transmits.
Do you handle state returns?
Federal e-file is complete and in production. State filing flows through the same real-time acknowledgment channel where supported, and continues to expand. A Federal + one state pairing counts as a single filing for pricing.
Bank products & advances
Refund transfers, refund advances, and funding fees.Do you offer bank products and refund transfers?
Yes. Refund transfers let your client’s fees come out of their refund instead of out of pocket, and your preparation fees are deposited to you — all tracked inside the platform alongside the return.
How big are the refund advances?
Qualified taxpayers can access refund advances of up to $7,500, so they get money quickly while the IRS processes the return. Advances are presented transparently inside the filing flow.
What does the funding fee cost?
Two things to know. Any bank fee on a refund-transfer product is set by the third-party bank and disclosed clearly to the taxpayer before they agree — no surprises at the end of the return. Separately, TaxWallet’s own funding fee is volume-tiered: it starts low and drops to $0 once your office passes 300 fundings.
Onboarding & migration
Getting set up, importing clients, and going live.Do I have to switch from my current tax software?
No — TaxWallet runs alongside the tax software you already file in. You keep your prep software; TaxWallet adds the layer around it (client portal, documents, e-signatures, payments, and CRM) as a guided onboarding, not a rip-and-replace. We help bring your client data onto the platform and get your team productive before the rush — most offices go live inside a single season.
How quickly can my office go live?
Activation is fast — many single offices are filing within days. Larger multi-office and service-bureau setups are scoped during onboarding so every location, EFIN, and preparer is configured before opening day.
Is there training and support during the season?
Yes. You get real people who know the platform — not a ticket queue — including during the April crush. We’ve sat in your seat under season pressure, so support is built for the days that actually matter.
Security & compliance
Encryption, SOC 2 posture, and IRS authorization.How is taxpayer data protected?
Data is encrypted in transit and at rest, with role-based access control, audit logging, and strict per-office tenant isolation so one office can never see another’s clients. Security is built into the data layer, not bolted on.
Do I need a WISP, and do you provide a template?
Yes. Every tax return preparer must maintain a written Written Information Security Plan (WISP) under the FTC Safeguards Rule (16 CFR 314) and IRS Pub 4557/5708 — it ties directly to keeping your PTIN and EFIN in good standing. We provide a free, fillable, IRS/FTC-aligned WISP template you can adopt in minutes; it names TaxWallet as your technical-safeguards layer, since encryption at rest, key management, MFA, and audit logging are already implemented. Download it at taxwallet.ai/resources/wisp.
Is TaxWallet SOC 2 certified?
TaxWallet is SOC 2-aligned: the security program is built to the SOC 2 Trust Services Criteria and those controls are in place and operating. A formal third-party SOC 2 audit is on the roadmap — so we say “aligned,” not “certified,” until an independent auditor lets us say more.
Are you an authorized IRS e-file provider?
Yes — returns are filed through the authorized IRS e-file framework, signed with the originating EFIN and practitioner PIN, and carried to the IRS by a licensed transmitter. The full chain of custody is transparent.
Platform & features
What the operating system actually replaces and does.What is TaxWallet, exactly?
TaxWallet is the operating system for the tax industry — one platform that replaces the five to seven separate vendors most offices stitch together: filing engine, document management with OCR, e-signatures, payments, client portal, branded mobile app, and CRM, all under one login. It’s run 30,000+ accepted returns across 50+ offices since 2022.
What does it replace in my current stack?
The typical office runs separate tools for tax prep, document storage, e-signature, payment processing, a client portal, a mobile app, and CRM — and pays, integrates, and supports all of them separately. TaxWallet collapses that into one system with one login and one bill.
Is there a CRM and reporting?
Yes — see returns filed, fees collected, and where clients stall, by preparer or across every office, with roll-up reporting for multi-office owners. It’s built on real volume, not a demo dataset.
Is there a mobile app for clients?
Yes, a branded mobile app where taxpayers upload documents, e-sign, check status, and access refund options. On white-label plans it carries your brand on the icon, splash, and store listing.
White-label & partners
Your brand on the app, and the partner program.Can I put my own brand on it?
Yes. The platform powers three brands today, and white-label plans put your name on the mobile app, the portal, and your domain. Your clients see you, not us.
How does the partner / service-bureau model work?
If you have distribution, we have the platform. Service bureaus and EROs onboard downstream offices under their own brand, each with isolated data and roll-up reporting back to the parent — the same multi-tenant infrastructure that already runs 50+ offices.
Is there an API?
Yes — six API services expose the core capabilities (filing, documents, payments, and more) so partners can build on top of the platform. Access is request-based; start at the developers page.
For taxpayers
Filing your own return and tracking your refund.Can I file my own taxes on TaxWallet?
Yes. Upload your W-2 or 1099 and the platform autofills the return, walks you through it in plain language, and files it through the same IRS-authorized pipeline professionals use — with the option of a refund advance if you qualify.
How do I track my refund?
Once your return is accepted, you track status right in the app, including refund-transfer and advance milestones. Acceptances post in real time as the IRS issues them.
Is it safe to file with TaxWallet?
Yes — your documents are encrypted end to end, the platform is SOC 2-aligned, and filing runs through the authorized IRS e-file framework at a 98% acceptance rate.
Support
Reaching a real human — no ticket queues.How do I reach support?
Start with the chat in the corner of any page — it’s the fastest path to an answer, right inside the platform. You can also call (510) 892-5538 or email support@taxwallet.ai. Real people, no ticket queue.
What are your support hours?
Mon–Fri, 9am–7pm ET, and Sat, 10am–3pm ET. During peak filing season we extend hours, and chat is monitored beyond the standard schedule.
Will I talk to a real person?
Yes. Call (510) 892-5538 during business hours and a real person picks up — not a phone tree. Chat escalates to a human the moment your question needs one.
Didn’t find your answer?
Open the chat in the corner for an instant answer, or talk to a real person — no ticket queue, no phone tree.
Start with chat
See the chat bubble in the corner? That is the fastest way to get an answer. It is open on every page — ask anything, and we will escalate to a human the moment it needs one.
Hours
- WeekdaysMon–Fri, 9am–7pm ET
- SaturdaySat, 10am–3pm ET
During peak season we extend hours — chat is monitored beyond the schedule above.