EY TaxChat™ FAQs

What is EY TaxChat™?

EY TaxChat is an on-demand mobile service that connects you with knowledgeable tax professionals who can prepare and file your return in a secure, online environment.

What are the advantages of using EY TaxChat? 

EY TaxChat makes filing personal taxes simpler, faster and more reliable. You don’t have to make an appointment, mail paper documents or understand complicated tax software.
 

The service is:

• Versatile — if you’ve moved, gotten married or had a child, your tax requirements may have changed. EY TaxChat is ideal for those whose returns have grown more complex or for whom do-it-yourself filing options no longer work.
• Convenient — you can access EY TaxChat anytime and anywhere by using the app or visiting the website.
• Cost-effective — the service is competitively priced and is powered by Ernst & Young LLP (EY US), an organization with more than 100 years of experience in tax preparation.

How do I enroll?

EY TaxChat will be open for enrollment in early January 2025 and available through fall 2025. To get started, create an account either at https://globaltaxchat.ey.com or by using the mobile app, which is available for download from the Apple App or Google Play stores.

What is TaxChat Plus?

TaxChat Plus is an enhancement to TaxChat that enables you to work with a Tax Services Concierge (TSC). This means that you can:

• Receive an introductory phone call from your TSC to discuss the TaxChat return preparation process.
• Email tax documents to your TSC, which they can upload into the app for you.
• Discuss specific aspects of your individual 2024 tax return such as requests to extend your filing deadline or the potential benefits of estimated tax payments.
• Walk through your final 2024 return with your TSC and discuss any questions before filing.
  

To enable this enhancement, just select ‘yes’ in the TaxChat Plus services section when completing your questionnaire. There will be an additional fee for this service of $500.

How will I know the cost to prepare my return? 

During the registration process, you will be prompted to answer some questions about your 2024 tax year. For example, did you have a mortgage or dependents, or did you have investment income? Based on your answers to these questions, EY TaxChat gives you a fixed-fee quote for preparing your taxes. Please note that this quote may change if we learn that your returns involve additional complexity or filings.

I pre-registered for 2024 TaxChat services — Where will I find my $100 discount?

The $100 pre-registration discount will automatically be applied when you enroll in 2025.

Note that this cannot be combined with any other discounts, promotions, or employee programs.

Under which circumstances could the price change?

There may be instances that may cause the price to increase. If, during the tax preparation process, it is determined that your returns involve additional complexity and/or filing requirements that you were not aware of or didn’t indicate during registration, you will be notified of the adjusted price; you will then 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.

What do I need to use EY TaxChat?

Access to a computer or 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?

Yes, you can access EY TaxChat using your computer by visiting https://globaltaxchat.ey.com.

How do I know which documents are required?

After you go through the registration 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.

When is the messaging function available within EY TaxChat?

You can always access the chat function, within the app or from a web browser at https://globaltaxchat.ey.com.

You will receive a response to your chat within 48 hours during business hours, and usually much sooner. If you receive a chat message and you are not actively using the app, you will receive an email, and you will see the new chat notification within the app.

In addition, a support team is available via email at EY TaxChat.

Can I speak to my tax preparer on the phone?

Most questions can be resolved quickly and easily via messaging. However, if you are not able to resolve your questions via chat, your EY contact will be able to schedule a call with you.

Can EY TaxChat prepare my state tax returns only?

No. To prepare the state tax return, we also need to prepare the federal tax return.

Can EY TaxChat prepare state and city tax returns?

Absolutely. The base fee for the service includes your federal return and one state return. While registering, we request that you to provide us the estimated number of state/local tax returns that you will need prepared.

Is my information safe within the EY TaxChat 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 members are trained and licensed tax professionals and hold either a certified public accountant or enrolled agent license. They’re skilled in federal, state and local tax returns.

Will my employer have access to my information?

The information you provide to EY TaxChat — including documents, profile information and information shared via chat — is seen only by those individuals working on your return. Your tax return information cannot be accessed by your employer – or any other party - without your consent.

Is EY TaxChat available to my family members?

Yes! EY TaxChat is now available to the public, at https://globaltaxchat.ey.com.

When will my returns be filed?

If we receive 100% of your tax documentation by March 15, 2025, we will be able to complete your returns by April 15, 2025. If you have not provided all of your documentation by that date, we will do our best to complete your returns before the due date, however, we may need to file an extension of your returns. Please note that e-filing is dependent on your prompt return of your signed e-file authorization forms.

If I am due a refund, can it be directly deposited into my bank account? And if I owe, can my payment be directly withdrawn?

Yes. After you register, you will be asked to click on the "Launch" button to complete your profile. Within your profile, you will indicate how you would like us to handle any refund or balance due on your returns. If you would like these funds automatically debited or credited, simply indicate this in your profile and provide your bank account routing and account number.

What if I have questions after my returns are completed?

If you have any questions about your returns, please send us a message. If needed, we will update your returns prior to the filing deadline. Please note, an additional fee for the revision may apply.

How will I know that my returns have been filed successfully?

If your returns are eligible for e-filing and you complete your e-file authorizations timely, you will receive notification once your returns have been successfully e-filed. If you would like a copy of the e-file acceptance confirmation from the taxing authorities, send a message through the app, and we will provide that documentation to you.

What happens if I receive a letter/notice from the IRS or state?

If you receive a letter for a tax return prepared by EY TaxChat, please contact us via message or EY TaxChat. 

If I need additional time to file, can EY TaxChat prepare my extensions?

Yes - EY TaxChat can prepare and file your extensions. Filing an extension involves an incremental service fee of $125. Please be aware, when filing an extension, any taxes you owe are still due by April 15, 2025. Taxing authorities will impose interest and penalties on any unpaid balance due. For those who are expecting a tax refund, we recommend filing early to receive your refund timely.

What happens if I am audited?

If the audit is for a tax return prepared by EY TaxChat, we can discuss with you the options we provide as part of a separate services agreement.  If the audit is for a tax return prepared by someone other than EY TaxChat, please contact your previous tax preparer.

Whom can I contact with further questions?

If you have further questions, please email EY TaxChat.