SARS Helps you eFile

What is Help-You-eFile?

HelpYoueFile_ICON.jpgHelp-You-eFile on the SARS eFiling website allows you, the taxpayer, to ask a SARS agent to share your view of the eFiling screen on your personal computer.
 
This service will enable a SARS agent to view the same screen as you, to assist in identifying the problems you’re experiencing and to help you solve your problem. You benefit by being able to call on the support and advice of our staff without having to visit a SARS branch. You can even ask a SARS agent to call you back.

On which pages on eFiling is Help-You-eFile available?

While it is our goal to be of assistance to you throughout your eFiling experience, please note that for the moment, Help-You-eFile is only available for the following:
  • Individual Income Tax Return (ITR12) – only if you open your return with Flash Player on the Income Tax Workpage
  • Additional Payments
  • Additional Services.
  • Change own password
  • Disputes
  • Notice of Assessment (ITA34)
  • Other Services
  • Password reset
  • Payments
  • Returns History
  • Returns Issued
  • Returns Search
  • SARS Correspondence
  • Statement of Account (SOA)
  • Tax Calculator
  • User
  • Voluntary Disclosure Search
Currently, not all screens will be available to share; if they’re not available there will be a pop-up message on the page to let you know. This will be a phased process. As screens become available, the pop-up indicating restricted viewing will be removed.

Is my information secure?

The SARS agent will not be able to control your eFiling screen, edit any information or view sensitive information (e.g. login name, password, answers to security questions, banking details and payment reference numbers). Therefore, the Help-You-eFile session is completely secure and the confidentiality of your information is assured. Your desktop and files will also not be accessible to the SARS agent.

 

6. Your SARS agent can view the actions performed by you on the eFiling site such as vertical and horizontal scrolling on a page, scrolling to new page, fields highlighted on a particular screen and information that is typed by you.
 
• Numeric fields (such as bank account numbers) will be displayed as zeroes and alphanumeric fields (such as passwords) will be displayed as an asterisk (*) to your agent on the SARS system.
 


 
• If you require assistance with a form, your SARS agent will be able view what actions you perform within the Flex forms only (i.e. those forms that are opened using the adobe flash player option). The PDF forms are static and non-editable. Your SARS agent won’t see what actions you perform within the PDF form and he/she also can’t point to or highlight any fields on the PDF form.
 



Note: The current ‘Manually Submitted’ button on the ITR12 and IRP6 pages has  changed to ‘Submitted at  Branch’. 

 





7. You can view text or fields that are selected by your SARS agent.  
  • Text or fields selected by your SARS agent will be highlighted in purple on your screen.
  • Text or fields selected by you will be highlighted in green on your screen.
  • Masked fields are highlighted in yellow and if you place the cursor over these fields you will be notified that the information displayed/entered on that field is hidden from your SARS agent
 


  • On the SARS system masked fields will be displayed as zeroes to your SARS agent and alphanumeric fields (such as passwords) will be displayed as an asterisk (*).


  • Note:A new button “Source Codes” is added on top of the ITR12 form next to the ‘Print’ button to enable eFiling users to search for source codes when completing the form.
    • When this button is selected, a new window that links to SARS source codes page will be opened as indicated  above.



8. Your SARS agent may request a re-synchronisation should his/her screen become out of sync with your eFiling screen. In this instance, the following pop-up message will be shown.

 


• If you wish to continue with the re-synchronisation, save any work that you are busy with and then select Accept.
9. If the phone call between you and your SARS agent gets disconnected, the Help-You-eFile session will automatically end and you’ll have to start the session again by clicking on the Help-You-eFile icon.
 
10. When you no longer require assistance from your SARS agent, select Disconnect Agent.
 
Top Tip: Ending the session doesn’t end the call.
 

11. A pop-up message will be shown confirming your SARS agent has  been disconnected.
 

 

Last Updated: 30/06/2016 4:12 PM     print this page
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 Top FAQs

How do I benefit from using the Help-You-eFile?
You share your browser screen with your SARS Agent who will then talk you through the process, helping you sort out any difficulties you experience in completing the tax return.

For which eFiling profiles will Help-You-eFile be available?
The Help-You-eFile functionality will be available for Individuals, Tax Practitioners and Organisations. However, for Tax Practitioners and

Will SARS be able to contact me instead of me phoning to the contact centre?
Yes, SARS can contact you if you select the “Call Me” button after accepting the terms and conditions.You have to complete all the required fields in order for a SARS agent

Is the Agent allowed to see my eFiling screens?
Yes. Your SARS Agent can see your eFiling screens once you have started your Help-You-eFile session and your SARS Agent is connected. Some screens may not be available for sharing at this time,

Will the Call Back functionality be available to all taxpayers?
No, it will only be available for registered taxpayers.