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Turbo tax help usually means one of three things: getting the software to work, understanding a line on the return, or fixing a return that’s already filed. We assumed you mean TurboTax Canada, the consumer tax software. We couldn’t confirm anything about its prices, features or support hours, so this page covers what any certified Canadian tax software can and can’t do for you, and where to turn when it can’t.
Is your software certified, and does it matter?
It does. The CRA certifies tax software from third parties every year and lists the certified products, free and paid. Software has to be certified for the year you’re filing, so check the list before you buy or sign in. The CRA’s list covers 17 products, showing price options, whether each is online, a download or an app, and any limits.
One line on that page is worth a read. The CRA says it isn’t responsible if omissions or programming errors in the software affect what you owe. You still sign the return, so a wrong number is your problem.
What should you have on hand before you ask for help?
Most stuck moments are missing paper, not confusing software. Gather your slips (T4, T5 and the rest), receipts for anything you plan to claim, and last year’s notice of assessment. Also confirm your CRA details are current, including your address and direct deposit information.
If a credit puzzles you, test it outside the software. The tax credits calculator works out federal credits only, so provincial ones won’t appear there. The income tax calculator and tax refund calculator give you a ballpark to compare against what the software shows. If the two are far apart, look for a missing slip first.
Can you get turbo tax help for a tricky return?
Sometimes the software is enough, sometimes it isn’t. Self employment income, rental income or capital gains all add forms, and a wrong answer to an early question can quietly change everything after it. Our self employed tax return guide lists the CRA dates for that situation.
The alternative is a preparer. The CRA’s directory lists certified ones, and it explains you’ll review the return and sign Form T183 before they file. If you go that way, our guide on choosing a tax company lists what to ask first.
What if you’ve already filed and spot a mistake?
Don’t rush to file a second return. We couldn’t confirm from the CRA pages we read how a correction should be sent, so look up the current adjustment options on the CRA site first. Your notice of assessment is the CRA’s answer on the return you filed, and it’s the document to have in front of you when you do.
Refund timing is a common worry too. The CRA says that filing online with direct deposit can bring a refund in as little as eight business days, and that a preparer’s return and any refund are usually processed within two weeks.
What should you write down before you contact support?
The exact message on the screen, the step where it happened and what you’ve already tried. Support staff can do much more with “the T2125 total changes when I reopen the file” than with “it’s broken”. Take a screenshot but hide your SIN, and never type your CRA password into a chat window. Jess in Ottawa keeps a plain notes file during filing, and it saved her an hour of repeating herself on the phone.
Free or paid, which should you pick?
The CRA says that if you have a modest income, most software will prepare a basic return for free, and otherwise there’s usually a service fee. Some free options depend on a simple tax situation or where you live. Read the eligibility rules before you start, because switching after you’ve entered everything is a nuisance.
Privacy is on you as well. The CRA doesn’t review software privacy policies, so read them yourself, and don’t email personal details to anyone, since the CRA warns about identity theft risk.
What if the software and your own numbers disagree?
Trust neither until you’ve looked. Check each slip against what you typed, since a swapped digit is the usual culprit. Then compare the total with a calculator. If the gap is a few bucks, rounding may explain it. A gap in the hundreds means a missing slip or a credit that is switched on or off.
Our sources
The software and preparer facts come from the CRA‘s pages on finding certified tax software and using a professional tax preparer, and its self employed tax tips. The site is not linked with any software maker, the CRA or any government.
Frequently asked questions
Is TurboTax certified by the CRA?
We didn't confirm any single product. Check the CRA's list of certified tax software for the year you're filing.
Can I file a second return to fix a mistake?
We didn't verify the correction steps. Use the CRA's current adjustment options, and don't file a duplicate.
Is tax software free in Canada?
The CRA says most software prepares a basic return free for modest incomes, otherwise there's usually a fee.
How fast is a refund?
The CRA says as little as eight business days when you file online with direct deposit.
Who is responsible for errors in software?
The CRA says it can't be held responsible for omissions or programming errors affecting your amounts.
- How to choose a tax preparer in Canada
How to decide if you need a tax preparer, what a preparer does, the questions to ask before you hire one and where to find free help in Canada