Below you'll find answers to some of the most common questions about our services, processes, and new client portal. These resources are here to support you to help make your experience as smooth and stress-free as possible. If you don't see what you're looking for, our team is always happy to help.
Getting Started / Working With Us
How do I get started with C & V Income Tax Services?
Getting started is easy. You can create an account through our secure client portal, upload your documents, and complete the intake information at your convenience.
If you prefer in-person service, you’re welcome to visit our office to drop off your documents or have your return prepared on site. During tax season, we offer extended office hours to better accommodate our clients. Our team is always happy to provide guidance and support in whichever way works best for you.
Do I need an appointment, or can I file remotely?
We operate on a first-come, first-serve basis, so there’s no need for an appointment! Many clients choose to file remotely using our secure portal and mobile app, while others prefer in-office service. We’re happy to support whichever option works best for you.
When is the best time to come into the office to avoid line ups?
During tax season, wait times can be an hour or longer, and while we can’t predict client flow on any given day, mornings are typically our busiest time. If you’re planning to visit the office, afternoons may offer a shorter wait.
To skip the wait altogether, we encourage using our secure client portal, available through both our website and mobile app, allowing you to file from the comfort of home. If you have questions along the way, our chat feature makes it easy to connect with our team without coming into the office.
Can clients use the portal without coming into the office?
Yes. Clients can complete the entire process remotely, from document upload to electronic signing, without needing to visit the office unless they choose to.
What information do I need before submitting my return?
Once you create your portal account, you’ll be guided through a checklist of required documents and information. If anything is missing or unclear, our team will reach out to you directly.
Do I need to create a CRA account?
While it isn’t mandatory, both our office and the CRA strongly encourage all taxpayers to set up and maintain access to a CRA My Account. This is the best way to ensure you don’t miss important correspondence related to your tax returns, credits, benefits, or review letters, as most CRA communication is now delivered electronically.
If you’d like to get started, you can register using the following link: https://www.canada.ca/en/revenue-agency/services/e-services/cra-login-services/register-cra-sign-in-services.html
Do you offer services year-round?
Yes. We operate and prepare taxes year-round. We also provide ongoing support for tax planning, adjustments, CRA correspondence, and general tax questions outside of tax season.
Client Portal & Mobile App
What is the client portal and how does it work?
Our client portal is a secure online platform that allows you to upload documents, complete forms, sign electronically, receive invoices, and communicate with our team, all in one place.
How do I create an account in the portal?
Creating an account is quick and easy, and no invitation is required. Clients can set up their own account at any time by visiting our secure signup page: https://portal.cvtax.ca/en-us/signup
You’ll begin by entering your email address and agreeing to the terms, then continue by providing some basic information about yourself and selecting the service you’re looking for. Once completed, you’ll have access to our secure client portal and mobile app, where you can upload documents, communicate with our team, sign forms, and track your return.
I downloaded the Mobile App but I cannot sign in. What should I do next?
Before you can sign into the Mobile App, you must first create an account. You may create your secure portal account using this link: cvtax.signup
Once your account is created, you can complete the entire process through our desktop portal, or through the downloaded mobile app, available on Apple and Android. You will then be guided step-by-step through everything.
Why do spouses and family members need to create separate client portal accounts?
For security and privacy reasons, each individual is required to have their own client portal account with a unique email address. This ensures that the correct person is accessing, reviewing, and electronically signing their own tax return and personal information.
While it is recommended that spouses file their tax returns together, each return contains confidential information that must be protected individually. Current security standards and regulatory requirements do not allow shared email addresses or shared portal access.
Having separate accounts helps safeguard your personal information, prevents unauthorized access, and ensures all documents are signed and submitted correctly. Our team can still prepare returns together and coordinate the process, this requirement simply adds an extra layer of protection for you.
I submitted my information through the client portal, but my return status hasn't been updated yet.
Although our client portal can be accessed anytime, our office hours remain the same. If your submission is received after business hours, it will be moved into the processing queue once our office reopens in the morning.
You will receive timely updates through the portal as your return progresses through each stage of processing.
Can I upload documents from my phone?
Absolutely. Our mobile app allows you to take photos of documents and upload them securely from your phone or tablet. Our technology includes smart PDF scanning, which automatically removes backgrounds and captures clear, crisp images every time, helping ensure your documents are easy to read and accurately processed.
If you prefer in-person assistance, tablets are also available in our office should you wish to set up your portal account and have access to your tax return and documents after completing your tax return. Our team is always happy to help.
What should I do if I upload the wrong document?
No problem at all. If a document is uploaded by mistake, please leave it in the portal and send us a message through the secure chat letting us know which document was uploaded in error. A member of our team will take care of removing it and ensure your return continues to move forward without delay.
Can I upload additional documents after I’ve submitted my return?
Yes. You can upload additional documents after your initial submission if needed. We recommend doing so as soon as possible, as our team begins processing returns promptly to keep everything moving efficiently.
If your return has already been completed, an adjustment fee may apply to make changes, depending on the nature and timing of the additional information.
Why do I need to upload my ID when submitting my taxes online?
When filing online, the CRA requires identity verification to help protect taxpayers from fraud and identity theft. Uploading valid government-issued ID serves the same purpose as presenting ID when filing in person at our office.
This step allows us to confirm your identity, meet CRA compliance requirements, and ensure your return is prepared and filed securely on your behalf. Your identification is uploaded through our secure client portal, where it is encrypted and accessible only to authorized members of our team.
Why do I need to complete a client information worksheet every year if nothing has changed?
Completing a client information worksheet each year helps ensure we have the most accurate and up-to-date information on file before preparing your return. Even when nothing has changed, confirming your details allows us to meet CRA requirements and avoid delays or errors.
The good news is that once your information is entered through our secure client portal, it carries forward year to year. In future years, you’ll simply review the information and update anything that may have changed, making the process quicker and easier each time.
How do I sign documents electronically?
When a document is ready for signature, you’ll receive a notification. Electronic signing is simple, secure, and legally accepted.
Can I communicate with your team through the portal?
Yes. The portal allows secure messaging so you can communicate directly with our team without email or phone tag. All communication is securely stored within your account, creating an accessible message history you can refer back to at any time if you need to review information or instructions later.
I forgot my client portal password — how do I reset it?
You can reset your password directly from the client portal login page by selecting “Forgot password.” Enter the email address associated with your account, and you’ll receive an email with a secure link to create a new password.
What if I’m not comfortable using technology?
No problem at all. While the portal offers convenience and security, our team is always available to assist you. Whether it's via phone, chat or in the office, we’re happy to help guide you through the process or provide alternative options.
Preparing Your Tax Return
Do you prepare returns for students?
Yes. We prepare tax returns for students and can help ensure all eligible credits and deductions are properly claimed, including tuition amounts, education credits, and applicable benefits. Whether it’s a first return or a returning student filing, our team is happy to guide you through the process.
If you are planning to transfer tuition credits to a supporting individual, we recommend preparing both returns together to ensure the transfer is applied correctly and provides the greatest benefit.
Can you help self-employed individuals?
Absolutely. We regularly assist self-employed individuals and business owners, including sole proprietors and contractors. Our team can help with business income reporting, expenses, GST/HST considerations, and tax planning to ensure your return is accurate and compliant.
Do you handle rental properties or investments?
Yes. We prepare returns that include rental income and a wide range of investment income. This includes guidance on allowable expenses, capital gains, and reporting requirements to ensure everything is filed correctly and efficiently.
Do you prepare estate or final returns?
Yes. We prepare estate and final returns and understand the additional care and attention these situations require. Our team includes specialists who can assist executors and families through the process with clarity, accuracy, and sensitivity.
I don’t have my T4, can you get it from CRA?
While some tax slips are eventually available through CRA, they are not always complete or up to date, especially early in the tax season. If you are filing for the current tax year before April 30, some slips may not yet have been submitted to CRA, which can result in missing or incorrect information on your return.
To ensure your return is prepared accurately, we ask that you upload or provide all paper and digital slips you have received. This helps avoid errors, reassessments, or delays.
Please note that employers are legally required to provide employees with a copy of their T4, either paper, digital, or through an employee portal, no later than February 28. If you have not received your T4 by that date, we recommend contacting your employer directly.
Who prepares my tax return?
Every return is prepared by our trained tax professionals and reviewed internally to ensure accuracy and compliance. Technology supports the process, but expertise drives the results.
Will you contact me if something is missing?
Yes. If we need clarification or additional information, our team will reach out through the portal or by phone.
How long does it take to complete my return?
Turnaround time depends on the complexity of the return and the completeness of the information provided. Once all required documents and details have been received, returns are processed in the order they are completed.
During tax season, standard personal returns are typically completed within 1–2 business days. More complex returns — including business, rental, final, or multi-year filings — may require additional processing time of up to two weeks after all required information has been received.
Please note that these timelines are general guidelines. In certain circumstances, extenuating factors may result in processing times that exceed the timeframes noted above.
Can you handle complex or multiple-year returns?
Yes. We prepare both simple and complex returns, including prior-year filings, multiple years, self-employment income, rental properties, final and trust returns, and more. Our team includes specialists in many areas of taxation, allowing us to ensure each return is handled with the appropriate level of expertise and care.
Filing & Refunds
When is my return filed with CRA?
Once your return is finalized, paid for and signed, it is electronically filed with CRA.
How will I know my return has been filed with CRA?
If you have created an account, you’ll receive confirmation through the portal once your return has been submitted. You can also log into your CRA My Account, where the filing date will be reflected once the return has been received by CRA.
How long does it take to receive a refund?
For electronically filed returns, CRA typically issues a Notice of Assessment and any applicable refund within 10 business days. Paper-filed returns may take up to 8 weeks or longer. Processing times can vary during peak tax season or if CRA selects the return for review.
Do you offer Instant Refunds?
Yes. We offer Instant Refunds on qualifying tax returns. Instant Refunds may be available whether you file online through our portal or in person at our office. Simply let us know you’re interested, and we’ll confirm whether your return qualifies.
To be eligible, your refund must be free and clear of any outstanding government debts or liens. If approved, Instant Refunds are issued in-office with valid photo identification. Fees for Instant Refunds are $30 plus 5% of the refund, and the Instant Refund fee must exceed the preparation fee in order to qualify.
If a return does not qualify for an Instant Refund, standard CRA refund timelines apply, and the regular preparation fee is payable.
Can you update my direct deposit information with CRA?
Direct deposit information must be updated directly with the CRA, and we’re unable to make these changes on your behalf.
The easiest way to update your information is by logging into your CRA My Account and making the change under your profile settings. If you’re unable to access your CRA My Account, many financial institutions also allow you to update your CRA direct deposit information through their online banking platforms.
If neither of these options is available, you can complete a CRA direct deposit enrolment form and mail it directly to the CRA for processing.
I claimed medical expenses, why don’t I see them reflected on my return?
Medical expenses are subject to a CRA threshold before they can be claimed. To be eligible, total medical expenses must exceed 3% of your net income, up to a maximum threshold set by CRA. Only the portion of expenses that exceeds this limit can be claimed on your return.
If your total medical expenses do not exceed the required threshold, no amount will appear on the return. Please note that medical expenses that are not used in a given year do not carry forward to future years.
What if I owe taxes?
If you have a balance owing, we’ll explain the results and discuss payment options available through CRA. What’s most important is filing your return on time to avoid late-filing penalties. While interest may apply to outstanding balances, the late-filing penalty can be significantly more costly. Even if you’re concerned about paying the full amount right away, filing on time helps minimize penalties and protect you from unnecessary charges.
Notices, Adjustments & CRA Support
How do I get a copy of my Notice of Assessment?
We’re happy to help. Copies of Notices of Assessment or T1 Generals are available through our office for $10 + tax per document.
If you’re using our client portal on the website, you can request additional documents by navigating to the Organizers tab and selecting “New – Request for Additional Copies.”
If you’re using the mobile app, you can request copies easily through the chat feature, and a member of our team will take care of the rest.
Can you adjust a previously filed return?
Yes. We can prepare adjustments for prior-year tax returns when required. In most cases, adjustments can be made for returns going back up to 10 years.
Some adjustments can be submitted electronically, with processing typically taking 2–3 weeks once filed with CRA. Other adjustments must be submitted manually, which may take up to approximately 16 weeks to be processed. Processing times are determined by CRA and may vary depending on the nature of the adjustment.
What should I do if I receive a CRA letter?
If you receive a letter from the CRA, please upload it to your client portal or contact our office as soon as possible. Our team will review the correspondence and advise you on the appropriate next steps.
We can assist with responding to CRA review letters at an hourly rate of $20 + tax per 15 minutes, based on the time required. Each CRA review is unique and may require additional information or documentation from you. Once all requested information has been gathered, we can submit the response electronically to help ensure the fastest possible assessment.
Why is the CRA requesting additional documents if my return was already filed?
The CRA no longer accepts paper-filed tax returns from professional tax preparers. All returns prepared by our office are transmitted electronically through CRA-approved systems. As part of this process, the CRA does not allow supporting documents to be submitted at the time of filing.
Instead, the CRA requests documentation only when needed, typically through a post-filing review or verification process. Returns are selected for review at random or based on specific criteria, and receiving a request for documents does not necessarily indicate an issue. It is a normal part of the CRA’s compliance and verification process.
Can you help with CRA reviews or audits?
Yes. We assist clients with CRA correspondence, reviews, and requests for information. This work is billed at an hourly rate of $20 + tax per 15 minutes, with total costs depending on the complexity of the review and the amount of work involved. We’ll always review the situation with you and explain what’s required before proceeding.
Can you report a change in my marital status to the CRA on my behalf?
When your marital status changes, the update should be reported to the CRA as soon as possible. This can be done through your CRA My Account or by contacting the CRA directly by phone.
Changes in marital status can affect your eligibility for certain benefits and credits. Updating this information promptly helps avoid benefit overpayments, processing delays, or a potential balance owing.
If the change has not been reported prior to filing your tax return, filing the return with the correct marital status and effective date will also update the CRA’s records. However, we strongly recommend reporting the change as soon as it occurs rather than waiting until tax filing time.
How do I apply for the Disability Tax Credit?
To apply for the Disability Tax Credit, you must complete CRA Form T2201 (Disability Tax Credit Certificate). Part of the form is completed by you, and the remaining portion must be completed and certified by a qualified medical practitioner.
Here is a link to the CRA’s fillable PDF version of the T2201 to make the application process as straightforward as possible.: https://www.canada.ca/en/revenue-agency/services/forms-publications/forms/t2201.html
Once the T2201 has been completed and signed by the medical professional, please return the form to our office. We will upload it directly to the appropriate CRA department on your behalf to help ensure it is submitted correctly and processed as quickly as possible.
Pricing & Fees
How much does a tax return cost?
The cost of a tax return depends on the type and complexity of the return being filed. Our pricing starts at $45 for NIL returns and ranges through Credit, Basic, Premium, and Investment returns, based on the number of slips and the type of income being reported. You can find a comprehensive list of our pricing here: https://cvtax.ca/tax-services/
We’ve structured our pricing so clients only pay for the services they need, keeping fees fair, competitive, and transparent.
What is included in the base price?
Each pricing package includes preparation, review, and electronic filing of your tax return, along with all standard slips and credits listed within that package. This includes common income slips, government benefits, Ontario credits, and applicable federal credits.
Your base price also includes access to our secure client portal, our app and electronic signatures.
Are there additional fees for extra slips or schedules?
Yes. To keep our base pricing affordable, certain slips, schedules, and services are not included in the package prices. Additional fees may apply for items such as:
- Self-employment, rental, or specialty tax returns
- Employment and Moving Expenses
- Investment calculations
- Adjustments to previously filed returns
- Manual totalling of receipts or documents not already summarized
Any additional charges depend on the time and work involved and are always based on the complexity of the return.
Do you have a seniors discount?
We do not offer a separate seniors discount. However, many seniors qualify for our Credit Filer or Basic Return pricing, which is designed to be affordable for individuals receiving pension income and government benefits. Our team will always ensure you are placed in the most appropriate pricing category based on your specific situation.
In addition to our pricing structure, we actively support our senior community by offering free information sessions at various senior living facilities, helping residents better understand tax credits, benefits, and changes that may affect them.
Payment & Invoicing
When do I receive my invoice?
Your invoice is issued once your return has been completed. For multi-year tax returns, a deposit is required before work begins, with the remaining balance invoiced upon completion.
When payment is made through the client portal, your tax return is unlocked immediately upon receipt of payment, allowing you to review and sign without delay.
How can I pay my invoice?
To pay through the web portal:
- On the Home tab, go to the Awaiting Payment section and select Pay Invoice.
- Review your invoice details and enter your payment information.
- You can also download a copy of your invoice for your records.
To pay through the app:
- On the Home tab, open the Billing section and select an outstanding invoice.
- Review the invoice details and enter your payment information.
- You can also download a copy of your invoice for your records.
Do I need to pay before my return is filed?
Yes. Payment is required before the return is electronically filed with CRA.
Security & Privacy
How is my personal information protected?
We take privacy and data security very seriously. Your personal information is stored and transmitted using secure, encrypted systems that meet industry-standard security requirements. Access is protected through multi-layer authentication and monitored systems designed to prevent unauthorized access. Our processes and technology are regularly reviewed to ensure your information remains protected at all times.
Who has access to my documents?
Access to your documents is strictly limited to authorized members of our team who are directly involved in preparing and reviewing your tax return. Each team member has role-based access, meaning they can only view the information necessary to perform their work. We do not share your information with third parties without your consent, unless required by law.
Is electronic signing safe?
Yes. Electronic signing is secure, legally accepted, and widely used across government and financial institutions. Our portal uses encrypted e-signature technology that verifies the signer’s identity and records a secure audit trail for every signed document. This ensures documents cannot be altered after signing and confirms when and by whom each document was signed.
How long do you keep my records?
We retain client records in accordance with CRA requirements and professional standards. Keeping records on file allows us to assist with future filings, adjustments, and CRA reviews if needed. All retained records continue to be stored securely and are protected under the same privacy and security protocols.
What should I do if I suspect fraud or identity theft?
If you believe your personal information may have been compromised or you suspect identity theft, please contact our office as soon as possible. We can help guide you through the appropriate steps, including securing your account, reviewing your tax information, and contacting the CRA if necessary. Acting quickly is important, and our team is here to support you through the process.