Top Questions
- What assurances do you have that our data and our client's data is completely secure?
- How do I download the completed PDF files?
- I uploaded and submitted my documents, but after 2 hours, it’s still not completed. Why?
- How do I create multiple client records in GruntWorx products (batch upload)?
- When I download the file and print-to my DMS, why do I lose the bookmarks?
- Can I print out the pages in the order of the bookmarks?
- Are there any limits on the file sizes that I upload to you?
- What are the ideal settings to use when scanning documents?
- Can I use symbols, like ampersands, in my PDF file names?
- Why are the documents in my organized PDF not as good as the ones I submitted?
- Why can I only attach 4 files to a client… what if I have more than 4?
- How do I save GruntWorx-organized PDFs into Thomson Reuters FileCabinet CS without losing the bookmarks?
Top Questions
- What assurances do you have that our data and our client's data are completely secure?
Document security and data privacy are paramount to the success of our business. Our industry-leading safeguards provide the best possible assurance of the security of all data.
Our software runs on servers that are hosted at SAS 70 Type II compliant NaviSite data centers in the United States (www.navisite.com). All communications between your computers and our servers are secured with the same technology used in electronic filing and electronic banking (128-bit SSL/Secure Sockets layer encryption). We use VeriSign’s SSL Certificate with Extended Validation and server-gated cryptography, which is the most secure SSL option with the highest authentication and the strongest encryption (www.verisign.com).
We will never contact nor solicit your clients for any reason. We will never sell or rent any information on their source documents. All your data is stored in the U.S., and is never accessible by anyone or any computer outside of the United States. Ever.
As noted in our Privacy Statement, client records may be viewed or accessed only for the purpose of resolving a problem, support issue, quality concern, suspected violation of Copanion’s User Agreement, or as may be required by law. Select employees permitted to view this data have passed extensive background checks, are located in secure areas within our offices in the United States (accessible only via secure passkeys), are bound by stringent confidentiality agreements, and are fully insured.
Copanion's GruntWorx products are also IRC Section 7216-compliant. Tax Professionals using GruntWorx products in the preparation of a return are not required to have clients sign a written consent to use or disclose tax data. The use of the GruntWorx products is permitted as a tax preparer to tax preparer disclosure described in Treasury Regulations Section 301.7216-2(d)(1) since all of GruntWorx service providers are located in the United States and GruntWorx Populatevides an auxiliary service in connection with the preparation of tax returns that does not provide substantive determinations or advice affecting the tax liability reported by taxpayers.
We hope this gives you confidence that Copanion manages this sensitive data with the utmost care and integrity.
- How do I download the completed PDF files?
You can download and save the organized file in multiple ways:
- Saving without opening the file:
- Click the 'View' icon next to the taxpayer in the 'Organized' column
- In the 'File Download' window, click 'Save'
- In the 'Save As' window you can save the PDF file to the location of your choice (your desktop, specific folders, specific drives, etc.)
- Saving the opened file:
- Click the 'View' icon next to the taxpayer in the 'Organized' column
- In the 'File Download' window, click 'Open'. The organized PDF will open in a new window.
- In the new PDF file window, select 'File - Save As' from the 'File' drop down menu in the top menu bar.
- In the 'Save As' window you can save the PDF file to the location of your choice (your desktop, specific folders, specific drives, etc.)
- Saving multiple client files at once:
- Click the checkbox next to the Client Name. You can select a single client, or multiple clients. If you would like to select all clients on a particular page, click the checkbox next to the ‘Client Name' heading
- Click the ‘Download' button above the header bar. This will compile all selected returns into a .zip file for download
- In the 'File Download' window, click 'Save', then save the .zip file to the location of your choice (your desktop, specific folders, specific drives, etc.)
Note: To download all client PDFs in your account, this process will need to be repeated for each page of clients. Use the page control buttons on the right, above the header bar or below the client list, to navigate between pages of clients.
Read More on Using GruntWorx products
- I uploaded my documents, but after 4 hours, it’s still not completed. Why?
GruntWorx Organize processes a typical return in 3 to 4 hours. During peak tax season returns may take up to 1 business day for processing. If you do not see your documents completed within this time frame, please contact Customer Support at 1.877.830.6059, and press 3 for Customer Support. Or Email Copanion Customer Support at support@copanion.com
Note: The status on your dashboard will be marked 'Processing' after you send a job to GruntWorx Organize. If the status is 'Not Started,' you must click the 'Process' button to send the job to GruntWorx Organize.
Read More About GruntWorx products
- How do I create multiple client records in GruntWorx products (batch upload)?
To create several new records at once, upload a CSV spreadsheet of your clients' identifying information, including "First Name", "Middle Initial", "Last Name", and "Client ID".
Note: The CSV file should not contain these fields as headers; only the client information in separate columns following the above sequence. The maximum number of client records per upload is 500.
You can create a CSV spreadsheet by creating a spreadsheet in any industry‐standard spreadsheet program, and saving it with a CSV file extension. Do not save the file with a TXT extension. In Excel: Save As > Other Formats > CSV (Comma delimited) (*.csv)
Formatting the fields:
You must complete each field under the First Name, Last Name, and Client ID columns for every client to create a valid file. Middle Initial is optional. No field may include commas. Also, if including a Middle Initial, make sure it is less than 3 characters long. Any entry in the Middle Initial field greater than 3 characters will fail.
Valid CSV Upload:
Invalid CSV Upload:
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- When I download the file and 'print-to' my DMS, why do I lose the bookmarks?
When you 'Print to' a DMS, it only sends the original file pages to the DMS, and leaves out any bookmarks, notes, annotations, etc. If you 'Save to', 'Copy to', or drag-and-drop the files into your DMS folders, it will keep the bookmarks.
Read More on Using GruntWorx products
- Can I print out the pages in the order of the bookmarks?
If you choose to repaginate organized documents, GruntWorx Organize will change the order of the input tax documents in the organized output file to match the order of the bookmarks. From there, printing the pages in the PDF will match the order of the bookmarks.
If you do not choose to repaginate organized documents, you can follow these simple steps to print out the documents in the organized PDF in the order of the bookmarks in any industry-standard PDF file:
- Open the PDF
- Click on the bookmarks icon so all of the bookmarks show
- Select and highlight the first bookmark
- Hold down the <Shift> key and click on the last bookmark to highlight all the bookmarks (Note: only the Chapter headings will be highlighted)
- Right-click on the mouse, and select 'Print'
- The pages will then print in the order of the bookmarks
You can also use the standard Microsoft keyboard shortcut to select all bookmarks. Click on any bookmark. Then use the keyboard shortcut <Ctrl> A to select all bookmarks. After all the bookmarks have been highlighted, Right-click the mouse and select Print on the menu.
Please note that this is not a standard procedure supported by Copanion, but it is a feature in any industry-standard PDF writer. More information can be found in the Adobe Acrobat 'Help' section, in the Bookmarks tab under 'Print.'
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- Are there any limits on the filesizes that I upload to you?
Currently, the size limitation is 30MB per PDF. For PDF's larger than 30MB we recommend you split the documents between two or more PDF's
Read More on Using GruntWorx products
- What are the ideal settings to use when scanning documents?
To achieve optimum quality on the scanned documents, scan documents in 600dpi and black & white. For best results, scan original source documents - not copies or faxes.
Read our tutorial on the Best Practices for Scanning Tax Documents
- Can I use symbols, like ampersands, in my PDF file names?
Some PDF filenames may cause an issue when those files are submitted to GruntWorx products. Using the following symbols in the filename of a source PDF document is known to cause issues: ampersands ( & ), apostrophes ( ' ), and blank spaces.
OToole_tx2007.pdf
Examples of problem PDF filenames:
O'Tool_tx2007.pdf
Bill&Judy_Smith2007.pdf
BillandJudy Smith2007.pdf
Renaming the PDF file and eliminating these symbols will allow the PDF to go through GruntWorx products without issue.
Examples of OK pdf filenames:
BillJudy_Smith.pdf
Bill_and_Judy_Smith.pdf
Read More on Using GruntWorx products
- Why are the documents in my organized PDF not as good as the ones I submitted?
There could be a number of factors affecting the finished organized PDF. If the organized PDFs look like they are of poor quality, or seem 'pixilated', check the source PDF to see if:
1. It was scanned in color
2. It was scanned in grayscale
3. The original source documents are of poor quality
If the original document was scanned in color or grayscale, then the returned PDF will be of a lower quality, as color and grayscale cause issues with data scanning systems. Also, the PDF file will be much larger in size that if it was scanned in black & white - possibly causing upload/download issues as well.
If the original source documents are of poor quality, then the documents returned in the organized PDF won't be much better. To achieve optimum quality on scanned documents, scan documents in 600dpi and black & white. When possible, scan original source documents, not copies or faxes.Read More on Using GruntWorx products
- Why can I only attach 4 files to a client… what if I have more than 4?
Currently, up to 4 PDF's can be submitted for a single client. You can use any PDF writing/editing software tool to combine PDFs if you have more than the maximum of 4.
Read More on Using GruntWorx products
- How do I save GruntWorx-organized PDFs into Thomson Reuters FileCabinet CS without losing the bookmarks?
Follow these simple steps to save the organized PDF into Thomson Reuters FileCabinet CS without losing the bookmarks:
- Save the organized GruntWorx file to your Desktop
- Open FileCabinet CS
- Select "Object - Create from File" from the "Object" drop down menu in the top menu bar.
- Browse your Desktop and select the GruntWorx PDF document
- Once you open your document in FileCabinet CS there will be a series of buttons on the left. Click the second button, called "Bookmarks". This will display all of the bookmarks created by GruntWorx.
Read More on Using GruntWorx products
Live Phone Support:
1.877.830.6059 x3
8AM to 8PM EST
Monday-Friday
Weekend support is available
via email