Error messages are rare but may appear when using our tax software. One common error message shows up when a customer is trying to create a new return.
The message may display the following text or a similar message:
You are receiving this error message because your Customer ID does not match the EFIN in the ERO setup. Without this information, you will be unable to start a new return. Luckily, there are a couple of quick fixes for this issue.
- To fix this error in your account, go to Configuration and then select ERO Setup.
- Under ERO setup, there is an ERO Menu. Check for your EFIN number there. Match the Customer ID and EFIN number to start the return.
If the EFIN number is blank, then it was not entered in ERO Setup. There is also the possibility it was set as inactive.
- Click on View Inactive. If the EFIN is inactive, it will appear here. If the EFIN is there, edit it and select the Active checkbox.
- If you have multiple EFIN numbers, only one may serve as the default.
- If it is not on the list, edit it in the software.