Onboarding
Pro Qualifications
This and That
Troubleshooting
QB Money
100
A pro is showing as "Verification Pending" - the Verification sheet said that their EFIN is expired. What documentation do they need to upload?
Upload page 1&2 of the Application Summary - ensure the address is the same as the firm details and the EFIN number is showing.
100
The Pro works for JDA (Alt Sourcing). They are onboarded with TIP. What is their next step?
A pro cannot be an agency worker or employed at Intuit in any capacity and participate in TIP. They will need to decide which they would like to do and communicate with sales/JDA.
100
How do you advise the pro with these Splunk results?
Walk them through the ID verification process step by step. They most likely didn't follow it correctly.
100
Pro says they forgot their password. What is the next step, after verifying they have a user ID in the tracker?
Send them the following link: https://pwdmgmt.intuit.com/forgotpassword
https://wiki.intuit.com/x/u0SrR
100
True or False - pro has to create another QBO account if they already have an existing one.
200
Web browser pros need to utilize once they receive their user ID and password/PIN set up instructions
Chrome
200
Pro calls in having issues because he doesn't have a Social Security number - after asking probing questions, you discover they are not US residents.
How do you proceed?
The pro is ineligible to participate in TIP. Advise them of this and contact MOD to reach out to their salesperson.
200
Pro wants to leave TIP. What is your next step?
Fill out the "Offer Withdrawals & Address Changes" bookmarked to #pod-heather-leadership
200
Pro is in production and has successfully installed all programs. They are now having issues connecting to the Intuit VPN. What is a possible cause?
Pro has another VPN on their PC
Beyond Identity is lagging in diverting to the VPN 
200
Link to the QBO Acceptable Use Policy
300
You have been trying to help the pro for an hour with ID proofing. It keeps coming back as Pending or Complete with No Decision. What's your next step?
NEW SIGN UP FOR PROS WHO ARE HAVING ID VERIFICATION ISSUES - https://docs.google.com/spreadsheets/d/1jUMC52wa2ihxG65SEM-GHnLx79LllXuCbuWdLzXEpHU/edit?usp=sharing
Requirements: They should have tried with pro support at least once with no success while performing the steps properly.
They will be reached out to via email from the TIP Mailbox with a instructions.
Updates will be performed on Wednesdays to their accounts and provide an email with their new user ID and password set up instructions
300
Name three states the Pro cannot reside in to participate in TIP.
Massachusetts, New Jersey, Connecticut, Illinois, Vermont, Washington, Oregon, New Hampshire, New York, Wisconsin, Nebraska, Hawaii, and Colorado
In California: Only EAs and JDs can participate.
300
What is completed after wrapping up a contact on the phone?
Create/notate/close case in Salesforce
Post "Log a Call" workflow in #pod-heather-support
300
Pro calls in with a security issue.
How do you direct them?
Contact Intuit Security at security@intuit.com or 858-525-7273
300
Glance is generating a 5 digit code, why?
QuickBooks and Mint use a different version of Glance
400
If a pro is listed as "Verified" and says they didn't receive the tools email, what is the next step?
Advise them that they will receive the email in the next 48 business hours; they will be put in production shortly.
400
You assist a pro in uploading their insurance - it has business liability coverage is $50,000 per claim and $100,000 annual aggregate.
Do these amounts qualify?
No
Business Liability Insurance with coverage of at least $100,000 per claim and $250,000 annual aggregate. Insurance must also be valid for the upcoming tax year.
400
If a pro wants to update their profile for any reason, just submit an Unlock request - true or false
FALSE
If a pro is in Production they can update their marketing profile and office hours
400
Pro is in production and getting an IEP error. They are logged into Global Protect.
Are they using the correct link?
https://expert.intuit.com/workspace
400
The Zip Code for Marketing Profile in IEP and the QuickBooks online account zip code are different. What is your next step?
This will generate an error; one of the zip codes needs to match the other.
500
What's the next step if a pro calls in and says they never got a user ID?
Check Pro Verification Sheet
Check Splunk for ID Verification
Has it been 4 hours?
If it has been more than 4 hours and ID is verified, reach out to FTE M1 or HBeal to find user ID and then submit a workflow in Atlas channel for resend
500
I got my laptop as a TurboTax Expert/Lead/Manager but I want to work for TIP.
How do you direct the pro?
- Reach out to their manager and ask the manager to reach out to the rostering team
- DO NOT CLOCK hours in Workday
- Send back equipment
500
How do we troubleshoot ID verification use errors when the pro is using an Android?
500
I have uploaded everything and I keep getting emails that I didn't.
How do you help the pro
Look in the verification sheet
Check for a duplicate entry
Work with FTE M1 and M2 to see if there's two profiles in Back Office
500
"I was denied a QB Money Account!"
What do you do to advise the pro?
Ask them to email the denial to TTL_TIP_Team@Intuit.com
Appeals can take up to 4 business days