susan500 Posted February 7, 2008 Report Share Posted February 7, 2008 I have ATX 1040 office. I should have unlimited state returns. However when I roll over and open a 1040, the PRS prompt comes up and states I need to use PRS for this return. I cancel that and I notice that the state return is not included in the rollover. When I select a new form and select the state return I need, I cannot get it without using a PRS return. I called ATX last night and sat with support for one hour. She could not help me. She promised to get back to me today. So far I have been on hold with ATX for 20 minutes. I had to call back because they never contacted me regarding my problem. Can someone please help me? Has anyone had this problem? Who can I talk to directly. There is obviously something wrong with my program. Quote Link to comment Share on other sites More sharing options...
joanmcq Posted February 7, 2008 Report Share Posted February 7, 2008 I had that problem with last year's program. For some reason I had the code for the 1040 suite, not 1040 Office, and the problem started when I tried to open the 4th State. Check in your support/about/ and see if what you purchased is listed there. I had to get tech support to give me a new installation code. Quote Link to comment Share on other sites More sharing options...
susan500 Posted February 7, 2008 Author Report Share Posted February 7, 2008 I had that problem with last year's program. For some reason I had the code for the 1040 suite, not 1040 Office, and the problem started when I tried to open the 4th State. Check in your support/about/ and see if what you purchased is listed there. I had to get tech support to give me a new installation code. Thanks for the reply. I looked on the database and found my answer. I had to reinstall my program ensuring all my states were installed. I did that and it worked! The best part is that ATX support called me back to tell me someone was looking into my problem. I told them I solved it by following their database instructions. They didn't beleive me and told me they would call me with the solution! How's that for service. I help myself and they don't believe me! Quote Link to comment Share on other sites More sharing options...
JohnH Posted February 7, 2008 Report Share Posted February 7, 2008 You've obviously violated a tech support rule by solving the problem yourself without waiting the appropriate number of hours for them to get back to you at their convenience while your clients wait. They'll take care of your misbehavior with the next download - beware! Quote Link to comment Share on other sites More sharing options...
susan500 Posted February 7, 2008 Author Report Share Posted February 7, 2008 You've obviously violated a tech support rule by solving the problem yourself without waiting the appropriate number of hours for them to get back to you at their convenience while your clients wait. They'll take care of your misbehavior with the next download - beware! Thanks for the warning! I'll be ready! :lol: Quote Link to comment Share on other sites More sharing options...
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