Updated Checked by the Tax-Services.ca editorial team How we check
Tax software support comes from the company that made the software, not from the CRA. The CRA certifies programs so they can send returns electronically, and its own page says that if you need help using one, you contact the developer directly.
Who do you call when the software misbehaves?
The right call depends on what went wrong, and people often ring the wrong office first, then lose an hour being sent back. A product such as TurboTax is one of the certified programs, and its company answers questions about how the program works. The CRA answers questions about your tax account. They don’t cover for each other.
| Problem | Who handles it |
|---|---|
| A screen won’t load, or a form won’t open | The software company |
| Which box a slip goes in, as the program shows it | The software company first |
| Where your refund is after filing | The CRA, through your CRA account or its refund line |
| A question about the rules themselves | The CRA, or a tax professional |
| A payment the program took from you | The software company, and your bank if needed |
What does CRA certification actually mean?
Less than the logo suggests. The CRA says the companies whose products are certified for NETFILE aren’t its representatives. Certification is a technical check that the program can talk to CRA systems. It isn’t a recommendation, and the CRA says it can’t be held responsible for calculation errors or omissions in third party software.
So if the program gets a number wrong, you’re still the one who signed the return. Nor does the CRA review the privacy policies of these companies. Read them yourself before you upload slips. The CRA’s certified tax software page says the same thing in its own words, and it adds that you don’t have to send personal information to a software company just to get help.
Is there free tax software support in Canada?
Sometimes. The CRA’s list says some programs offer free options depending on the year, usually if you have a modest income or a simple return. Its list for 2025 showed 16 certified products with different price models. We didn’t check any prices or compare features, and we won’t rank the products, since that changes every season.
What we can say is how to test support before you commit. Look for a phone or chat option in the program’s help area. Read how the company handles a mistake it caused. And check whether a free version really covers your slips, because the answer to that shifts from year to year.
There is also a CRA volunteer program for people with modest income and a simple return. We couldn’t confirm the current income limits, so look up a clinic on the CRA’s tax help page.
What should you have ready before you reach support?
A few minutes of prep saves a long call. Write down the name and version of the program, the tax year, and the exact message on the screen. A screenshot is even better, as long as you crop out your social insurance number and anything else personal.
That last part matters. The CRA says email isn’t a secure way to send personal information, and you’re not required to send it to the software company to get help. Describe the problem in words and leave the number off.
Say Luc in Sherbrooke is stuck because the program won’t accept his T4. He doesn’t need to send the slip. He needs to tell support which box is rejecting the number and what the error says.
How can you check what the program tells you?
Run a rough figure through a second tool. Take a $60,000 salary in Ontario with $9,000 of tax withheld. The tax refund calculator gives a refund of $679.50, and $1,896.28 if you add a $5,000 deduction.
If your software says $2,400 on the same numbers, look for what you entered that the calculator doesn’t know, such as tuition, medical costs or donations. If there’s nothing, check the entries before you file. The income tax calculator shows the full tax on your income, which helps when the refund alone looks off.
For credits, the tax credits calculator lists the federal ones and is a good way to see whether the program picked up a claim you expected.
What mistakes cost people the most?
Wrong bank details. Filing with a slip missing. Emailing personal information to a support agent, which the CRA warns can lead to identity theft. Filing on the last day with an unfinished program update waiting.
Use the most recent version, keep the confirmation you get after sending, and keep your slips and receipts. The CRA lets you send returns through NETFILE from February 23, 2026 until January 29, 2027 for the 2025 tax year, so there’s no need to rush the last night.
Once tax time is behind you, wait 12 weeks after filing before you contact the CRA about a refund. Your CRA account shows progress in the meantime.
Where the numbers come from
The software and NETFILE facts come from the Canada Revenue Agency‘s tax software pages. The tax figures in the example come from our 2026 tax data, checked on 29 September 2026. This site has no connection with the CRA, any government or any software company.
Frequently asked questions
Does the CRA support tax software?
No. The CRA certifies programs for NETFILE but tells you to contact the software developer if you need help using one.
Does CRA certification mean a program is recommended?
No. Companies with certified products are not CRA representatives, and the CRA is not responsible for calculation errors in their software.
Is there free tax software in Canada?
Some certified programs offer free options depending on the year, often for modest income or a simple return. Check the CRA's list of certified software.
When can I send my 2025 return through NETFILE?
NETFILE is open from February 23, 2026 until January 29, 2027.
Who do I ask about my refund after filing?
Ask the CRA, through your CRA account or its refund line. It asks you to wait 12 weeks after filing before contacting it.
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