Wallet FAQ (TaxYear 2021)

QUESTIONS PERTAINING TO SETTING UP MY WALLET

What is a Wallet and why should I be using one?

Always having a balance available in your personal account – or Wallet – is required in order to eFile with your
tax software. The funds in your Wallet are used to cover the cost of transmitting certain types of tax returns –
and are necessary to avoid any interruption to your service throughout the tax season.

Your Wallet balance is also used if you’ve elected to license the software on a Pay-Per-Return basis or if you
plan on using additional features like Remote Signature Service. Funds from your Wallet are also used if you
decide to charge an eFile fee on all tax returns.

How do I access and accurately set up my Wallet?

The easiest way to access – and add funds to – your Wallet is directly through your software:

  • If using a desktop, you can access your Wallet by way of the Setup menu – or through the Setup Wizard.
  • For online users, click your Profile menu and then click Wallet Setup. Note that the Wallet is EFIN
    specific in your online software, meaning that each office that’s been added to your online software
    contains its own individual Wallet. Franchise main users can access the Wallet for each office after they
    click View an office under the Offices tab.
  • Another way you can access your Wallet is by logging into your account on CrossLinkTax.com. We
    recommend this method for those of you that have multiple tax offices. You’ll be able to see all of your
    offices listed in one area, as well as be able to access the Wallet for each specific office by simply clicking
    the green + symbol to the right.
  • An important note for multi-office users: If you plan on using the same card or bank account for all the
    offices and EFINs under your account, just click Manage Account Payment Options and then click the
    Program Services tab. Here, you’ll find options to use this Wallet to pay for all of the offices under your
    account.
  • Once you’ve accessed your Wallet, we recommend you start by adding your email address so that you
    can receive invoices and important notifications regarding your Wallet.
  • After that, you can load funds to your Wallet by using a credit card, debit card, or bank account:
    • If using a credit or debit card, click Add New Card;
    • if using a bank account, click Add New ACH.
  • Once you’ve added a card or bank account, click Reload Balance, then select a desired amount to load to
    your Wallet – and then click Save. After completing your “balance add”, make sure to click Exit to
    CrossLink – or simply close the window.
  • For visuals of the aforementioned instructions, please take a few minutes to view our Wallet video.

What is an Account Level Wallet?

An Account Level Wallet is associated with the account owner – and has the capability of controlling whether
all accrued charges (from User IDs and EFINs under it) will be the responsibility of the account owner or
whether User IDs and EFINs under it will need to set up their own Wallets.

Do I have the option of using my pass-through account to load funds to my Wallet?

Yes – but only with Account Level Wallets. In this instance, you can move funds from your pass-through
account to load your Wallet balance, thereby paying your amount-owing with pass-through funds.
Why do I incur a $1.00 charge when I first vault my credit/debit card?

Can I vault a credit/debit card for different User IDs under me? Additionally, can I vault the
same card for all User IDs under me?

Regarding whether you can vault your credit/debit card or ACH account to make payments for User IDs under
you, this can be done in the portal. There you can see all of your offices listed in one area, as well as access
the Wallet for each specific office by simply clicking the green + symbol. From there, you can vault your credit
card to add amounts to the User ID selected.

If you have an Account Level Wallet, you also have the ability to vault a card and opt to pay for ALL fees for
ALL users under your account. This, too, is accessed through the portal and done by selecting the Manage
Account Payment Options button, then clicking the Program Services tab. Here, you’ll find options to use
this Wallet to pay for all of the offices under your account.

Why do I incur a $1.00 charge when I first vault my credit/debit card?

This $1 charge represents confirmation of your payment method and is immediately voided. It is simply a
transaction used to “save” your payment method on file.

For Automated Clearing House (ACH) vaults, there will be a one penny ($0.01) charge.

Do I have to load a balance to my Wallet or will CrossLink just charge my card for each transaction?

All payments for charges incurred by using the software are processed through the Wallet. How your Wallet
balance is loaded is up to you. You can choose to:

  • Auto Reload your Wallet;
  • Pay-As-You-Go; or
  • Reload your Wallet manually.

Auto-Reload will replenish your Wallet using your default payment method whenever your Wallet balance
drops below a level that you have selected. You will also choose the reload amount. This is all done at the
time you vault your payment method.

Pay-As-You-Go will charge your default payment method whenever your wallet balance is at $0.

If you choose Manual Reload, your default payment method will never be charged without your consent.
Therefore, you will be responsible for reloading your Wallet balance manually whenever there is an
insufficient Wallet balance.

Do I have to load money in advance onto my wallet in order to utilize Remote Signature Service
or subscribe to a pay-per-return service?

No. You can set your Wallet to Pay-As-You-Go and not preload a balance. However, we recommend you load
money onto your Wallet prior to using your software to ensure you are not subject to credit limits or billing
issues with your credit card provider. These could result in your service being suspended.

What if I no longer wish to use my Wallet -- and therefore, want to remove my card from my
Wallet account?

In order to use any of CrossLink’s billable services without a correlating bank product, you must have a Wallet
set up for payment purposes. Additionally, your Wallet requires that you have at least one default payment
method established. If you no longer wish to utilize the Wallet – meaning all transmissions must include a
bank product AND many services will no longer be available – simply contact your Account Executive to
begin the process of removing your default payment method.

If I have vaulted two credit/debit cards, will I be charged on my second card if the card is declined?

No. We only charge the payment option that you have set as a default.

What if I set up my Wallet to pay for charges accrued by my offices and now want to change the
configuration so that my offices have to set up their own Wallets?

This is done by accessing your Account Level Wallet in the portal, then selecting the Manage Account
Payment Options button. After that, click on the Program Services tab and uncheck the Use this Wallet to
pay for all charges box.

Once this has been done, all offices will be responsible for setting up their own Wallets – with the easiest way
being through their personal software.

Note: that all charges up to the point that the Use this Wallet to pay for all charges box is unchecked are the
responsibility of you, the account owner.

How do I delete a credit/debit card off my Wallet?

After you have vaulted your new credit/debit card, there will be a Delete button that you can use to remove
the credit/debit card you no longer want on file.

How can I view transactions that have been charged to my Wallet?

There is a Transactions tab in the Wallet section of your portal that you can use to view all transactions
against your Wallet. You can also access the Invoices tab to view both outstanding and paid invoices, which
will include transactions that have taken place.

Is there a way for me to see which return a transaction corresponds to?

Yes. The Invoices tab in the Wallet section of your portal will summarize charges against specific returns.

How frequently will I be charged via my Wallet for services rendered?

As applicable, an eFile fee will be collected prior to a return being transmitted to the IRS. This is done as the
return is processed through CrossLink’s Central Site. Because charges occur in real time, it is advised that you
always have a balance loaded onto your Wallet.

Regarding Remote Signature Service fees, these are accumulated throughout the day and charged one time –
typically around 10:00 PM PT.

I received a Declined email relating to a Remote Signature Service fee. What happens next?

Remote Signature fees are accumulated throughout the day and charged one time – typically around 10:00
PM PT. If the charge is declined due to insufficient funds, an email is sent and you should access your Wallet
to look for any unpaid invoices.

Is there a way to retrieve the money I overloaded onto my wallet?

If you have an Account Level Wallet, there is an option available for you to move funds from your Wallet to
your pass-through account. There is not an option for EFIN level Wallets via the online software to move
funds to a pass-through account.

Last edit by Central Site 09.23.2021