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Keytime Support not responding to tax filing issue

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Has anyone else had issues recently with Keytime Support?

I have always had really good support off them until the last few months, when they seem to take longer and longer to resolve problems within their software and we seem to have more and more problems in the first place with things not working or not balancing right.

A week ago one of our client’s tax returns didn’t pass the internal checking within Keytime and without it passing this it cannot be submitted. It was saying one figure on the calculation but the software was saying a different figure internally so it failed the checks.

I raised this with support a week ago and it was being looked into, I have had a couple of updates in the meantime with the last being sent 29 Jan with a promise to update “tomorrow”.

I have heard nothing back whatsoever since then despite chasing it twice yesterday and today and now it is the last day for filing and still nothing, can't get a response, so we are probably looking at £100 penalty.

I do feel an entire week with no solution is terrible service – has anyone else had any issues? Keytime support used to be so good but this is ridiculous.....

 

 

Claire

Replies (6)

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By mail.taxperfect.co.uk
31st Jan 2018 12:55

Think yourself lucky you're not with TaxFiler.

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By Stevebelton
31st Jan 2018 13:02

Taxfiler is completely down at the moment and on the day it's needed the most! Very unhappy as still have 4 returns to get in by midnight!

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Replying to Stevebelton:
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By D V Fields
31st Jan 2018 21:55

Stevebelton wrote:

Taxfiler is completely down at the moment and on the day it's needed the most! Very unhappy as still have 4 returns to get in by midnight!


The unmistakeable benefits of cloud software; where is the hype now?
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PJ
By paulgrca.net
31st Jan 2018 13:16

Nothing wrong with Keytime it's working fine however level of support has clearly declined following the IRIS acquisition.

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By Briar
31st Jan 2018 23:31

I dumped Keytime a few years ago as I felt that I was helping to develop their software and find the errors. Moved to Absolute and never regretted it. And a very good support line - usually less than one hour response time (Ashleigh? Are you listening? You are wonderful!)

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By Clairehaffner1
01st Feb 2018 11:57

Thank you - I agree that it seems to have gone downhill since the IRIS take over - I finally had a reply around mid afternoon that I didn't understand at all, then a follow up when I asked for an explanation to say that this calculation was one of those that is on the HMRC filing exclusion list so we need to send a paper return. Its a shame it took over a week to work that out, I will look into Absolute as an alternative and I hope those of you with TaxFiler got your returns submitted
Claire

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