Client Support Options

Welcome to Sound Bookkeepers’ support center! We offer a variety of methods to ensure you receive the assistance you need. Please review the options below to choose the best method for your needs, as well as our response times.


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Support Options for Clients

1. Review Our FAQ

Use this for:

  • Common questions about bookkeeping processes, service offerings, or software tips.
  • Topics that can easily be addressed by a blog article, such as "How to Organize Receipts" or "Understanding Quarterly Reports."

How to use it: Visit our FAQ section at the bottom of this page to find answers to frequently asked questions. or search our blog which has hundreds of topics and articles

2. Email Your Bookkeeper Directly

Use this for:

  • Day-to-day management of your books, such as questions about specific transactions or account updates.
  • Providing information about ongoing bookkeeping tasks or clarifying specific entries in your books.
  • Asking questions or providing updates that require direct input from your bookkeeper.

How to use it: Use your bookkeeper’s direct email address, which can be found in previous communications or obtained by calling our main office.

3. Email Support (support@soundbookkeepers.com)

Use this for:

  • Escalated Issues: When your bookkeeper is not handling your issue correctly or quickly enough.
  • Account Management: Changes to client information (address, bank details), service upgrades/downgrades, adding additional companies, or canceling service.
  • Billing Issues: Discrepancies in billing, questions about charges, or problems with payment processing.
  • Compliance and Regulations: Questions about tax law compliance or requests for financial documentation.
  • Technical Issues: Minor errors in bookkeeping-related software.
  • Feedback and Complaints: Suggestions for improvement, positive feedback, or minor service dissatisfaction.

How to use it: Send an email to support@soundbookkeepers.com. Include a detailed description of the issue and relevant information or attachments.
Expected Response Time: Within 24-48 business hours.

4. Phone Support

Use this for:

  • Directly Contacting Your Bookkeeper: For urgent matters related to day-to-day management or if you need an immediate response.
  • Main Office Contact: If you cannot reach your bookkeeper directly or have an issue that requires escalation.

How to use it:

  • Dial your bookkeeper’s direct extension.
  • If you cannot reach your bookkeeper, call our main number at 206 794 3864, and someone in the office will determine if escalation is necessary.
    Expected Response Time: Immediate during business hours; voicemails returned within 1-2 hours.

5. Scheduled Meetings

Use this for:

  • Meetings with Your Bookkeeper: To discuss routine matters, ongoing projects, or regular check-ins.
  • Meetings with Our Bookkeeping Manager: For escalated or more complex issues requiring managerial review.

How to use it:

  • With Your Bookkeeper: Schedule directly with them using their online calendar or contact information.
  • With the Bookkeeping Manager: First, escalate through the support queue (via the support email or main office phone).

Reasons We Call Clients

We may reach out to you for the following reasons:

  • To discuss an addendum or change to your services.
  • To get clarification about a transaction.
  • To have you review uncategorized items.
  • To obtain an updated payment method.
  • To verify that you received something we emailed or sent by mail.
  • To ask about an account that has been or needs to be added/deleted.
  • To request a report for filing with the Department of Revenue (DOR).
  • To request a report for closing the year-end period.
  • To request a report for a period close.
  • To request a W-9 form.
  • To request 1099 forms or other year-end and loan documents.
  • To ask about a fixed asset.
  • To ask you to ask someone else a question on our behalf.

Important Information About Our Ticket System

Our internal ticket system is managed by our support team to track and resolve your issues efficiently. Although you do not need to submit tickets directly, please be assured that any issue reported via the appropriate channels (email, phone, or meeting scheduling) will be logged and tracked by our support team for timely resolution.

Please choose the appropriate support method based on the urgency and nature of your issue. This helps us address your needs efficiently and ensures the best possible service. If your issue falls outside of these categories or you’re unsure where it fits, feel free to reach out via email or phone for guidance.

Agency Notices Support

Index

  1. WA Department of Revenue
  2. Employment Security Department
  3. Labor and Industries
  4. IRS - Internal Revenue Service
  5. Business Licensing Service
  6. Other

1. Account Access and Security

  1. Notice of Excise Tax Audit This is the most common DOR notice our clients contact us about. We offer representation services for DOR audits in which we take over communications with the auditor, provide the documentation required and work to complete the audit process. At the end, if there is a balance due, we work with the auditor to set up a payment plan that is affordable to you if you are not able to pay in full.
  2. What should I do if I forget my password? Use the “Forgot Password” link on our portal to reset your password. For further help, email support.
  3. Can I give my accountant access to my bookkeeping? Yes, we can set up view-only to QuickBooks for your accountant. Contact support for assistance.
  4. How do I update my email address or other contact information? Send an email to support@soundbookkeepers.com with the updated information.
  5. How do I update my bank details? To avoid including sensitive info in non-secure emails, please call us at 206 794 3864 and provide the updated information to our support team.
  6. Is my financial data secure with Sound Bookkeepers? Yes, we use encryption and secure access protocols to protect your data.
  7. Who can access my files? Only authorized Sound Bookkeepers staff and those you permit (like your accountant) can access your files.
  8. What should I do if I suspect unauthorized access? Contact us immediately at support@soundbookkeepers.com to investigate and secure your account.
  9. Can I request a report of who accessed my data? QuickBooks has an audit log. Contact QuickBooks support for details.

2. Employment Security Department

  1. ESD UI Tax Billing Statement This is a notice from Employment Security letting you know there is a balance due.
  2. How do I submit receipts and invoices? We usually don't need receipts, but if reviewing receipts is part of the scope of work we are doing for you, plesae upload them directly to our portal or you can give access to a shared drive to us.
  3. How do I categorize a transaction I’m unsure about? Mark it as ‘Uncategorized’ but please put notes in QuickBooks memo for the transaction or email your bookkeeper.
  4. Will my bookkeeper review my accounts for errors? Yes, we review your accounts regularly for accuracy, and we do a complete review at year end.
  5. How are adjustments and corrections handled? Any necessary adjustments will be done by us if we notice them. If they need more in-depth conversation, we'll discuss them with you first.
  6. Can I see real-time updates to my books? If you are using QuickBooks Online, you should have access to your books anytime. If you don't know your login, please contact your bookkeeper who can look up the email address to use when logging in.
  7. How do I check the status of an ongoing project? We don't post project updates on our portal. Please email your bookkeeper for a status update.
  8. What’s the process for month-end closing? Your bookkeeper will reconcile accounts, adjust entries, and prepare financial statements for your review.
  9. Can I get help setting up a new QuickBooks account? Yes, we offer QuickBooks setup assistance. Contact Support bookkeeper for more details.

3. Billing and Payments

  1. When will I receive my monthly invoice? We do not send invoices. Services are billed in advance on the 1st of each month.
  2. What payment methods do you accept? We accept ACH, credit/debit card, and in rare circumstances, check payments.
  3. How can I set up automatic payments? If we are not already auto-billing, please contact support to enable automatic payment on your account.
  4. What should I do if I have a billing discrepancy? Email support@soundbookkeepers.com with details about the discrepancy.
  5. How do I update my payment method? Plesae call Support with the updated details.
  6. What happens if my payment is late? We’ll send reminders, and services may be paused if payment is not received.
  7. Are there any late fees? Yes, late fees may apply as outlined in your client agreement.
  8. Can I receive a statement of my account balance? Yes, contact support for a detailed statement.
  9. Is there a fee for returned payments? A small processing fee may apply for returned checks or failed payments.
  10. How do I request a receipt for payment? Email support@soundbookkeepers.com to request a payment receipt.

4. Reports and Financial Statements

  1. How often will I receive financial statements? Monthly financial statements are provided after month-end closing.
  2. Can I request additional reports? Yes, you can request custom reports by contacting your bookkeeper. If it's a recurring request, or a time consuming one, there may be additional fees.
  3. What’s included in my standard monthly report? Our standard report includes a balance sheet, income statement, and cash flow statement.
  4. How do I interpret my financial statements? We do not provide analyazing or finacial consultation. If you need a referral to a CFO or Controller who can help you interpret your financials, please contact Support and they can make a referral for you.
  5. How do I get reports for tax filing? Our goal is to provide financials by the end of Feb each year. If you need yours sooner, please contact Support so we can plan for it.
  6. Can I see year-to-date comparisons? Yes, year-to-date reports are available upon request.
  7. Do you offer cash flow projections? Genearlly no, this falls under Financial Planning and Analysis which we don't offer at this time.
  8. How can I track my expenses by category? Our standard reports break down expenses by categories tied to your tax return. If you need changes to this, please contact support to request customized tracking.
  9. Can I access past reports? Yes, past reports are available in the portal or upon request.
  10. What if I notice a mistake on a report? Contact your bookkeeper to discuss corrections or adjustments.

5. Tax Filing and Compliance

  1. Will you file my taxes for me? We handle city and state tax filings. For federal income taxes, we provide financials to your CPA.
  2. Do you send my financials to the IRS? No, we provide the information to your tax preparer, but do not submit directly to the IRS.
  3. How do I prepare for an audit? If you’re facing an audit, we can assist in gathering necessary documents, and depending on the agency, we can also help with negotiations and representation.
  4. Can you help with sales tax compliance? Yes, handle monthly, quarterly, and annual sales tax filings.
  5. What should I do if I receive a tax notice? Forward any notices to us for review, and we’ll advise on next steps. We must see a letter before we can comment on it.
  6. How do I know my business is tax-compliant? We keep up with state and federal regulations to ensure your bookkeeping aligns with compliance standards.
  7. Can you help with multi-state taxes? Yes, we offer assistance for businesses operating in multiple states.
  8. What if I need tax advice? We don’t offer tax advice, but we can refer you to a qualified CPA if needed.

6. Technical Support

  1. How do I log in to the client portal?Contact support for login issues.
  2. What should I do if I have trouble uploading files? Email support for assistance with file uploads.
  3. How do I get help with QuickBooks? We don't offer general QuickBooks training and support, but if there are things you need to do on your side for the bookkeeping to be correct on our side, then we'll provide limited training for this. Please email your bookkeeper to schedule a session.
  4. How do I update my contact preferences? Email support for help.
  5. Who should I contact for app issues? Email support@soundbookkeepers.com for assistance with app-related issues.
  6. What do I do if I encounter an error message? Take a screenshot and email it to support@soundbookkeepers.com for troubleshooting.
 
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