Community Support

Thomson Reuters Tax & Accounting Community Support

Welcome to the Help Center for your community. We’re here to help you get the best experience from the community with a tutorial, frequently asked questions, and support contact information.

If you have any specific questions while navigating the community, please scroll down to view the Frequently Asked Questions. If you have any feedback or questions regarding Community, please contact us.




Community Guidelines

  • Please use profile pictures that are appropriate for a professional network. Do not upload personal pictures that may be considered inappropriate or offensive.
  • Please be professional and respectful when participating in discussions. No profanity will be tolerated. Inappropriate behavior will be reported. Repeated offenders may be blacklisted from the community.
  • Please lend a helping hand when your peers have questions. This is the foundation of a prosperous and self-sustaining community.
  • Ask for permission to share content authored by your peers and give credit where it belongs.
  • Ask for permission to share your peers’ contact information externally. Do not share any private information or posts by others, without explicit permission.
  • Give credit for content/ideas and avoid plagiarism. Refer to external content using link. Please avoid reproducing the content via pasting or entering directly into a post or comment.
  • Type in standard case, not in all caps. All caps can be considered rude or impolite.
  • Stay on the topic. Avoid posting irrelevant content in a discussion. This helps with keeping the community discussion focused and effective for searches.
  • Avoid repetitively posting the same content. Such content is regarded as spam and may be removed from the community.
  • The purpose of this community is to encourage networking and collaboration. Using the community for solicitation and promotion of external products or services is not allowed.
  • Avoid creating subjects with purposes identical to those of the existing subjects. This helps with keeping all the related content organized and easy-to-find.
  • Post your questions and comments in the appropriate category. This helps you and your peers find answers and engage in discussions more efficiently.
  • While Thomson Reuters will make all efforts to ensure a professional and pleasant experience in the community, all users are responsible for their own actions. If you are concerned about the actions or behavior of another community user, please report it to the Community Manager at tax-community.admin@thomsonreuters.com.
Need Help?

Review the Frequently Asked Questions below for help with some common questions. If you have a question that isn’t answered here, please post in How to Use This Community or use the information below to contact support.

  • ONESOURCE

    Indirect Tax Users:
    1-866-472-2749

    Nonresident Alien Users
    1-800-327-8829 (option 1, then 3)

    Trust Tax:
    888-706-1041, (option 1 – 1)

    Tax Information Reporting:
    888-706-1041, (option 1 – 2)
  • Checkpoint Users:
    1-800-431-9025, option 4 – 3 – 5 for Technical Support, option 3 – 1 for Product Usage


Frequently Asked Questions


How do I register for Community?

If you’re a ONESOURCE OR ONESOURCE Global Trade customer and do not use the ONESOURCE portal, please check your email for a registration link or contact the Community Manager to request registration link to access Community using OnePass.

If you’re using the ONESOURCE portal, click here to learn how you can register for and use Community directly through the ONESOURCE Portal.

If you’re a Checkpoint customer, click here to learn how you use Community directly through Checkpoint.

If you’re a CS Professional Suite customer and you have created your web account, follow the steps below to create your Community account.

  • Sign in to the new Community site with your CS Professional Suite website username and password.
  • Complete the Community registration form to link your CS Professional Suite website to Community.
  • The password you enter will be your Community password.
  • Click Access Community to link your accounts.
  • When your accounts are linked, you will be automatically signed in to Community when you sign into the CS Professional Suite website.

If you’re having difficulty, please contact us at email, in Community or by posting in the Using Your Community subject.

How do I use OnePass with Community?

What is OnePass?

OnePass is an online tool that gives customers single sign on access to multiple resources like Community, eStore, email preferences, and more.

Do I need a OnePass account to access Community?

Yes, a OnePass account is required to access Community as of April 25, 2014.

I’m already registered for Community. How do I link my account to OnePass?

If you have a OnePass account:

  1. Click “Sign In” and enter your OnePass username and password.
  2. Click “Sign In” to log into your OnePass Account.
  3. On the Community Registration Page, enter your Company Name and Community password, click “I agree”, and then click “Create Your Community Login”.

If you do not have a OnePass account:

  1. Click “Sign Up” and enter ‘Email Address’
  2. Click ‘Continue’, fill out the account creation form, and click ‘Create Profile.’
  3. Click “Continue” Login to your OnePass account, click “I agree.”
  4. Click “Create Community Login”

I received a registration link for Community. How do I use it with OnePass?

If you have a OnePass account:

  1. Click on your registration link
  2. If you are not signed into your OnePass account, click “Sign In” at the top of the registration page.
  3. If you are signed into your OnePass account, you’ll see the Community registration
  4. Create Community account

If you do not have a OnePass account:

  1. Click on your registration link
  2. Click “Sign Up” and enter ‘Email Address’,
  3. Click ‘Continue’, fill out the account creation form, and click ‘Create Profile.’
  4. Click ‘Continue’
  5. Login to your new OnePass account
  6. Enter your Company name, your Community password, click ‘I agree.’
  7. Click ‘Create Community Login’

My OnePass and Community registration email addresses are different.

If your Community registration email address is different than your OnePass email address, please contact the Community Manager at tax-community.admin@thomsonreuters.com

How do I use ONESOURCE with Community?

What is ONESOURCE?

ONESOURCE is a comprehensive online platform that provides access to multiple tools for tax compliance. Click here for more information about ONESOURCE.

How do I register for Community in ONESOURCE?

Login to ONESOURCE and select Community from the Applications menu. To link your Community and ONESOURCE accounts, complete the registration page by filling out the fields, checking the box to agree to the terms and conditions, and clicking Create Community Account.

I’m already registered for Community, how do I access it from ONESOURCE?

Login to ONESOURCE and select Community from the Applications menu. To link your Community and ONESOURCE accounts, complete the registration page with your existing password and click Create Community Account.

How do I use Community in ONESOURCE?

After linking your Community and ONESOURCE accounts, Community will appear in ONESOURCE as a page like your other applications.

Please review the additional FAQ content on this page for helpful information to get the most from your Community experience. Suggested topics are notification settings, following subjects, creating posts, and creating comments.

The Create Community Account button is grayed out when I try to link my accounts.

Some people experience an issue with Internet Explorer’s Compatibility View in ONESOURCE when linking their accounts. Since there are several applications in ONESOURCE that require Compatibility View, you can resolve this issue by temporarily removing onesourcelogin.com from your Compatibility View Settings while you complete your Community registration.
To remove onesourcelogin.com from Compatibility View Settings:

  1. Click on the Tools menu in Internet Explorer and select Compatibility View Settings
  2. Click once on onesourcelogin.com to highlight it and click the Remove button
  3. Click Close and complete your Community registration

After completing your Community registration, add onesourcelogin.com back to Compatibility View Settings by clicking on the Tools menu in Internet Explorer and clicking Compatibility View.

How do I access the community from Checkpoint?

To register for Community through Checkpoint:

  1. Click the Community tab.
  2. Read and accept the Community Terms of Use
  3. Click Create Community Login.
  4. Fill out the fields to create your Community account.
  5. Click Create Community Login.
  6. Re-enter your email address and community password to connect your community account with your Checkpoint subscription.

If you are accessing the community from Checkpoint after setting up your account from the Community website:

  1. Log into Checkpoint and go to the Community tab. If you have already created an account on the website, please do not try to create another one here.
  2. Click Options in the top menu bar in Checkpoint
  3. Click Single sign on from the left menu
  4. Click Establish for Community application
  5. Enter your email address and password that you used to create the community account when prompted.
  6. Click Sign in.

You may establish single sign on for the community through Checkpoint by clicking Options at the top of the Checkpoint screen, selecting Single Sign On, then clicking establish next to Community.

How do I reset my password?

  1. At the sign in screen, click “Forgot your username or password?”
  2. Enter the email address that you registered with.
  3. Check your email for a link to reset your password.

I received an error that said the Page Expired and it is no longer available

This error occurs when your browser is set to not accept 3rd party cookies. You can resolve this error for your browser by following the steps below.

Internet Explorer

  1. Click on the Tools menu and select Internet Options. (If you’re using IE 7 or 8, select Options, then Internet Options.)
  2. Click on the Privacy tab then click the Advanced button
  3. Check the Override Automatic cookie handling option and ensure “Accept” under Third-Party cookies is marked.
  4. Check Always allow session cookies.
  5. Click OK to save your preferences

Google Chrome

  1. Click the Chrome Menu icon in the upper right hand corner of the browser and select Settings
  2. Click Show advance settings (near the bottom of the page)
  3. Click the Content settings button
  4. Ensure “Allow local data to be set” is selected
  5. Click done to save your preferences

Mozilla Firefox

  1. Click the Firefox button and select Options
  2. Select Privacy
  3. Set Firefox will to: Use custom settings for history
  4. Check Accept cookies from sites and choose Always under Accept third-party cookies
  5. Click OK to save your preferences

Safari

  1. Open the Safari menu and select Preferences
  2. Select Privacy and ensure Never is selected under Block cookies

How do I set up, complete, or update my profile?

Click on View My Profile located under your name and photo in the upper left hand corner of Community then click Edit.

OR

Click the down arrow next to your name in the upper left of Community and select Edit Profile.

How do I change my profile picture?

  1. Click you name in the upper left and select Upload Photo.
  2. Either drag and drop an image or click the Choose File button to select a new image.
  3. Click Save.

How do I post a comment?

To comment on another user’s post, enter your comment in the Add a Comment field below their post text. After clicking in the Add a Comment field, you may also attach a file or link to your comment.

How to add a comment

How do I create a new post?

You can add a post from the “Write a Post” button in various locations throughout the Community. Usually you will want to add a post to a subject or from your own activity stream. To add a post:

  1. Click in the “Write a Post” button. The post section will expand to display different options for creating a post:
    Thomson Reuters Community post options and explanations

    When creating a post you have an option to select a type of post:

    • Post — A plain-text post with a file or hyperlink attached
    • Poll — A community poll for other users to respond to. Add your selection options and an ending day and time for the poll.
    • Event — A special event or reminder for other Community users

  2. Click Post to save and confirm your post.

How do I delete my post?

To delete your post, click More below the post, click Manage and select Delete from the drop down box. Click Yes in the dialogue box that says “Are you sure you want to delete this post?”

How to delete your post in Thomson Reuters Community

How do I edit my post?

You cannot edit a post that has already been posted. However, you can delete the post (by clicking More and the Delete) and rewriting the new post. To avoid re-typing the entire message, you can copy the original post before deleting.

I want to be notified when new posts are made. How can I set notifications from the community? How can I set my email preferences?

  1. Click on your name in the upper left-hand corner of the screen.
  2. Click Set Up Alerts.
  3. Click Please choose an address and select your email address or add a new email address.
  4. For notification when someone tags you in a post, click on Real time and select the frequency you prefer. If you would like real-time notifications, you do not have to take any action.
  5. To receive notifications when specific people post or when posts are made in specific subjects, click on Choose a frequency and select your desired frequency then place a check mark in the box next to a person or subject you’d like to receive updates from.

How do I find old posts?

  1. Enter your search term in the Search box.
  2. Click Search (magnifying glass).
  3. All the posts containing and/or related to the search term will be displayed.

If you know the subject the old posts were submitted to:

  1. Select the subject the old posts were posted to.
  2. Scroll down to locate the posts you were looking for.

What are the search best practices to help me get the best results?

How to Search in the Thomson Reuters Community

There are several ways to search for content in the Community:

  • Search within Community is a universal search feature located in the upper right corner of the screen. This searches all Community content and organizes the results by type of item (e.g., posts, subjects, people, etc.).

    Universal Search Box

  • Subject-based search lets you search subject-specific content. Start by going to the subject you want and clicking the magnifying glass icon.
  • Profile content allows you to click on any person’s name and see the member’s profile. The posts tab lets you quickly access all the items created by that person. Note that this is only the posts created by that member, not all the content that the member participated in.
  • Directories are available in the left navigation menu. You can find directories for people and subjects. Each directory contains a search feature to help narrow down your search.

Best practices to quickly find what you want:

Searching within a subject
To search in only one subject start by going to the subject you want to search. (This is faster than using the universal search at the top of the page.) Underneath the orange “Write a Post” button, click the search magnifying-glass icon.

Subject Search Icon

This not only searches only the subject, it also offers you filtering options that are only available in this type of subject-based search, including the ability to search by date.

Subject Search Box

Using keywords

Search Operator Result
AND (by default, this is how the Community search treats multiple words) Shows you results where both terms appear in the title and/or the body of all relevant content
OR results where one of the terms appears in the title and/or the body of all relevant content
NOT results that contain the first term, but not the second in the title and/or the body of all relevant content
Parentheses () group search terms and operators
Double Quotes “” an exact phrase

More search tips:

  • If you want the most limited, exact results, using quotations “ ” will serve you best.
  • If you want to include alternatives, OR will serve you best.
  • Do not use a “how to” question or a long-tail phrase of multiple words. Since the default search is an AND operator, a search for “how to use multi-factor authentication” will only give you the posts that contain ALL of the words how, to, use, multi-factor and authentication. As you may imagine, this will limit your results considerably.

Search for a prior conversation
If you’d like to find an old conversation with a particular person, it’s best to search for a keyword, search within the right subject, or to search for a person’s name.

If you remember who originally created a specific conversation, the fastest way to find it is to click on that person’s name (anywhere you see it), then click the posts tab.

Profile Tabs

Finding your posts
The best way to find posts you created is using your profile. Click on “View My Profile” under your photo, or click on your name anywhere you see it. Then click the posts tab. This is everything that you created.

How can I share posts with others?

For existing posts:

  1. Click More below the post.
  2. Select Share Post.
  3. Type in community members or community subjects you want to share the post with.
  4. Click Share.
  5. If the existing post is a private post authored by other peers, please ask for permission before sharing the post to a public subject.

For creating new posts, refer to How do I create a new post?.

What are Starred Posts? How do I Star a post?

Starred Posts are posts that you find helpful and want to keep. It is a shortcut for your favorite documents, discussions, etc.

To add a post to your Starred Posts collection:

  1. Move your mouse to the upper right hand corner of a post. A star icon will appear in the right corner.
  2. Click the star.
  3. You will see a star displayed next to the post, indicating that the post has been saved as a starred post.
  4. To un-star a post, click the star displayed next to the post and the star will disappear indicating that the post has been removed from the Starred Posts list.

How do “My Filters” work?

“Search filters” are customized tools that help collect content that matters to you the most. Use “search filters” to return a filtered set of posts based on a set of keywords that you define.

To create a search filter:

  1. Click My Filters in the left side menu.
  2. Click Manage Filters then Add New Filters.
  3. Enter the Filter Name (e.g. ‘Health Care’)
  4. Add Keywords one at a time (e.g. ‘Health Care,’ ‘healthcare,’ etc.). To make the most of this feature, add all relevant synonyms and related terms that another may use to describe the keyword you are interested in.
  5. Select Show more filter options for more customization such as adding People and Subjects you want to include and exclude in your filter.
  6. Click Save Filter. When you click this saved filter in the left navigation bar, you will see all the posts that use one or more of the keywords from your list. This is a great way to access information you are most interested in from across the community.
  7. To edit search filters, click My Filters the Manage Filters. Click on the filter you’d like to edit.

How do I share files/links on the Community?

Sharing Files:

  1. Select the What’s Going On message box.
  2. Enter a summary of the file you want to share.
  3. Click Choose Files to upload a document.
  4. Click Post.

You may also share files, links and videos by clicking on Files in the left side menu.

  1. Click Files.
  2. Click Upload File.
  3. Enter a summary of the file you want to share.
  4. Enter the name of the person or the subject you want to share this file with in Post To:.
  5. Drag and drop your file into the box or click Browse to Choose Files.
  6. Click Post.

Note: You can also share files in the comment message box using the same steps.

Sharing Links:

  1. Select the “What’s going on?’ message box
  2. Enter a summary of the link you want to share.
  3. Click Link in the bottom left corner.
  4. Enter the link and the title you would like to appear on the post.
  5. Click Preview if you would like a preview of the link.
  6. Click Post.

Note: You can also share links in the comment message box using the same steps.

Sharing Videos:

  1. Click in the “What’s going on?” field. The post section will expand to display different options for creating a post.
  2. Enter a summary of the video you want to share.
  3. Paste the link to the video below the summary.
  4. Click Post.

What is Shared from the Web? How do I use it?

Share From The Web allows you to share news and articles from an external website directly to the Community while you are browsing outside of the community space. Once you have the “Share from the Web” feature setup, sharing with your community peers on the Web would be effortless.

To activate Share from the Web:

If you are using Internet Explorer:

  1. Right click on the Share from the Web button on the right pane of the All Activity page and select Add to Favorites.
  2. Choose to save on the Internet Explorer Favorites Bar.
  3. When you read an article or come across a website you would like to share in the community, click “Share from the Web” on the browser Favorites Bar.
  4. A window will appear which allows you to comment on the article/website and share with people or subjects in the community. After you fill in the information, click Post and this new post will appear in the designated space(s).

If you are using Google Chrome:

  1. Click and drag Share from the Web button from the right pan of the All Activity page to the Chrome bookmarks bar.
  2. Choose to save it in the Bookmarks Toolbar folder.
  3. When you read an article or come across a website you would like to share in the community, click “Share from the Web” on the browser Favorites Bar.
  4. A window will appear which allows you to comment on the article/website, share with people or subjects in the community. After you fill in the information, click Post and this new post will appear in the designated space(s).

If you are using Mozilla Firefox:

  1. Right click on the Share from the Web button on the right pane of the All Activity page and select Bookmark this link.
  2. Choose to save it in the Bookmarks Toolbar folder.
  3. When you read an article or come across a website you would like to share in the community, click “Share from the Web” saved on the Favorites Bar.
  4. A window will appear which allows you to comment on the article/website, share with people or subjects in the community. After you fill in the information, click Post and this new post will appear in the designated space(s).

Do Community members ever get together “offline?”

Thomson Reuters hosts SYNERGY Conferences throughout the year, for various customers in locations around the globe. If you keep an eye on Community during these events, Thomson Reuters often offers a meetup or connecting opportunity for Community members during SYNERGY.

How can I find peers/colleagues in the directory?

  1. Click People in the left-side menu.
  2. On the People screen, search for a user by entering their name in the search field or browsing alphabetically via the index.
  3. Click the My Connections tab to view the Community users that you are following and the users who are following you.
  4. Note: You can also find people via the search box at the top of the Community interface. You can search for people by name or by skills, interest areas, company name, etc. If the person you are searching for has updated their profile with these details, they will be picked up in the search results.

How do I see who I’m following and who is following me?

  1. Click People on the left side menu.
  2. On the People screen, select My Connections.
  3. You have the option to search following/followers, view profiles or follow/unfollow other members from this page.

How do I send a private message?

  1. Create a new post and enter you message text in the What’s going on? field.
  2. Enter the recipient’s name in the Post To field. You will see suggested names from the directory once you start typing the first few characters of their first name.
  3. Select Private Post from the option next to the Post button.
  4. Click Post to send the message.

What if I post something publically that I wanted to keep private?

You cannot change a post from public to private. Delete the public post and repost the content as a private post.

How do I follow or unfollow a subject?

  1. Click on Subjects in the left side menu to open the Subject Directory
  2. Use your mouse cursor to hover over the subject name and click on follow or unfollow in the box that pops up.
    OR
  3. Click on the name of the subject you’d like to follow and click follow in the upper left of the screen.

How do I see what subjects I am following?

  1. Click Subjects on the left sidebar menu.
  2. On the Subjects screen, click the My Subjects tab. All of the subjects you are following will be displayed in this list.

You can also see the subjects you’re following by viewing your profile and clicking the Following tab.

Can I create my own subject?

All community members may create private subjects. These subjects will not be visible to other community members until you invite them to follow your subject.

  1. Click Subjects in the left side menu.
  2. Click the Add a Subject button at the top right of the subjects screen.
  3. Fill in information about your subject.
  4. Click Create a Subject.
  5. Invite other community members to your subject by clicking on Action in the upper left of the subject and selecting Invite People.

Note: If you think a topic of interest is missing from the community or you would like to create a public subject, we may be able to help. Please post your question or issue in the Using Your Community Subject.

What is the difference between Name and Display Name when I create subjects?

Name is the subjects name stored within the community system; other community members will not see this name. Display Name is how the subject name appears to the members in the community.

How do I edit or delete a subject I created?

  1. Click Subjects in the left side menu.
  2. Click My Subjects.
  3. Select the Options menu icon next to your subject name.
  4. Click Edit Subject Details to change the details of your subject (such as name and description). Click Delete to remove the subject from the community.

What is a Live Discussion?

A live discussion in our Community is similar to a chat room, where Thomson Reuters can host a separate live conversation on a given topic.

Here are a few things to know:

  1. Each Subject in Community has its own live discussion. Look for the Live Discussion tab above the post stream.
  2. During the discussion time, the Live Discussion tab will turn green. This is where you access the discussion “room.”
  3. Each discussion Session has one or more Leaders who moderate the discussion topic.

How can I revisit a past discussion?

After a live discussion ends, often the Discussion Leaders or Community Manager will post a summary of key points in the host Subject. Live discussions have a specific Session date and time, beginning and end. Just like a locked conference room, there is no access to the Session text while the discussion room is closed. There may be access to a past Sessions during future discussion times. While you’re in the live discussion room, you can choose to View past sessions by toggling the drop-down in the upper right-hand corner.

I’m having trouble accessing a live discussion through the publicized link. How can I get into a live discussion that I see announced?

If you’re unable to access a live discussion that has been publicized, one of the following may have happened:

  1. You might not be following the host Subject. Each live discussion is hosted by one particular Subject, although you may see posts or advance announcements in many Subjects to advertise the event. Before you can access the discussion room, please check to be sure you’re following the Subject hosting the event.
  2. The room might not be open yet. Live discussions open, close and can be paused at particular times. If you arrive early for a scheduled event, the Live Discussion tab (at the top of the Subject stream) will still be gray. Try to refresh your screen, and watch for the tab to turn green.

I have a question that isn’t answered here.

If you have other questions or need additional help, please contact the Community Manager by email or message in Community. You can also post in the Using Your Community subject.