FAQs
At Fair & Company CPAs we want you to feel confident and informed at every step of the process. Below, we’ve outlined answers to the most common questions. If you don’t see your question here, please don’t hesitate to reach out!
What is the best way to contact your office?
Email is our preferred method of communication, as it allows us to respond quickly and efficiently.
Can I schedule a call or meeting?
Yes! We’re happy to arrange phone calls or in-person/virtual meetings. Simply reach out to one of our office administrators or your client manager to schedule.
Are meetings billed separately?
Scheduled phone calls and meetings may be billed separately from your tax return services depending on the nature of the call.
Do I need to sign an engagement letter every year?
Yes. Each year you’ll receive an engagement letter and fee proposal, which must be reviewed and electronically signed before we can begin services.
When will I receive my engagement letter?
Engagement letters are typically sent in December for the upcoming tax year.
Is payment information required when signing the engagement letter?
Yes. Payment information is required at the time of signing. 25% deposits are now required on tax return fees. Deposits will be drafted from the payment method on file Jan 1st or at the time of signing (if after). The remainder of the tax fee will be charged upon completion (see billing & payment FAQs for more detail).
What is Tax Defense & Monitoring?
Tax Defense & Monitoring is an annual service that provides proactive protection and ongoing oversight of your IRS account. It includes year-round monitoring, notice handling, and audit representation for returns prepared by our firm.
How does Tax Defense & Monitoring work?
We regularly monitor your IRS account for updates or issues, ensuring you’re aware of changes as soon as they occur. If any IRS notices or correspondence arise related to your return, our team will handle the communication and guide you through next steps. Should an audit occur, we’ll represent you through that process.
Is this service included with all engagements?
Tax Defense & Monitoring is automatically included in our Tax Planning and Advisory packages. For business, trust, non-profit, or individual clients selecting Tax Preparation Only, it can be added as an optional annual service.
When will I be billed for this service?
If included in your selected package, the fee will be part of your overall proposal. If added separately, it will be charged automatically on January 1 (or at signing if after that date).
What is included in my tax return service?
Preparation of federal and/or state tax returns, follow-up on missing items, answering questions about the current year's tax return preparation, explanation of the tax return as needed and penalty proof estimates as needed.
What is the tax return process?
Visit our tax services page to see our tax process.
Do tax organizers get sent out automatically each year?
Yes. We now refer to our tax organizers as Tax Questionnaires, and they are sent automatically through our secure client portal. You will receive an email notification when your questionnaire is available.
Questionnaires are sent based on the time of year you typically provide your tax documents. If you would like to receive yours sooner, please contact our administrative team, and we will be happy to send it to you.
Am I required to fill out a tax questionnaire
While completing the questionnaire may not be required in every situation, we strongly encourage all clients to complete it to the best of their ability. The questionnaire provides our tax team with important information upfront, helps us identify any changes from the prior year, and can make the tax preparation process more efficient.
How do I request a tax questionnaire?
If you have not yet received your questionnaire or would like it sent sooner, please contact our administrative team by phone or email at any of our office locations. We will be happy to assist you.
What’s new with the client portal?
We’ve upgraded to a new platform, designed to make your experience smoother, more secure, and more streamlined.
How will I receive access?
You’ll receive a personalized login link from documents@fairandcompany.com. Or you can also access the platform directly at app.fairandcompany.com
How do I navigate the client portal?
Click this link to follow a step by step guide (with images) on accessing and navigating our client portal.
Why can't I log in?
We might have a different email on file for you. Call our office or email info@fairandcompany.com for additional support to get this updated and your log in active.
What can I do in our client portal?
You’ll be able to:
- Provide information and documents required for your tax filing
- Upload and organize files securely in one place
- Have a missing item list available at any time
- Access to your current year completed returns and payment vouchers
- Prior years can be added to your portal upon request
- View and download any documents we’ve shared with you
- Even text our team directly through the portal (if you opt in!)
Where can I find help using the portal & new online organizers?
We’ve included short videos to help you get started:
How do I get a tax questionnaire?
Our tax questionnaires are going to look a little different this year. You'll receive an online questionnaire from us based on when you typically provide your tax documents. The questionnaire will be completed entirely online, and the document request at the end of the individual questionnaire will be customized to you using information from your prior-year return.
If you'd prefer to receive your questionnaire earlier, just let us know and we'll be happy to send you access upon request.
How do I complete my tax organizer?
Use these step by step guides for navigating and completing our tax organizers (questionnaires).
How to Complete & Submit Your Individual Tax Questionnaire
How to Complete & Submit Your Entity Tax Questionnaire
How do I review & eSign my return on the Client Portal?
Follow this step by step guide on how to review & eSign your return in the client portal.
How will I receive access?
You’ll receive a personalized login link from documents@fairandcompany.com. Or you can also access the platform directly at app.fairandcompany.com
Do I need a password to log in?
No. While you have the option to create a password, Soraban primarily uses a password less sign-in system.
To access the portal, enter your registered email address (or phone number) on the login screen. Soraban will then send a secure, time-sensitive verification code. Once you enter the code, you will be logged in.
I'm having trouble logging into the Client Portal. What should I do?
The most common reason clients are unable to log in is that their secure login link has expired. For security purposes, login links are only valid for a limited period (typically 24 hours) after they are sent.
We recommend accessing the link and completing the login process as soon as possible after receiving the email. If your link has expired, simply request a new one and follow the instructions provided.
You may also visit app.fairandcompany.com to login to the portal directly.
When I click the link, I get stuck in an "endless loop" of verifications. What should I do?
If you have requested multiple sign-in links, be sure you are using the most recent email you received. Older links may no longer be valid and can cause verification issues.
If you have access to multiple entities within Soraban, confirm that you are using the login link associated with the correct entity.
You can also request a new sign-in link and complete the login process using the temporary verification code sent to your email address or phone number.
If you continue to experience issues, please contact our team and we will be happy to assist.
I requested a login link, but I haven't received the email.
First, check your Spam, Junk, and Promotions folders.
If you still have not seen the email after several minutes, please contact our team. We can verify the email address associated with your account and resend the sign-in link if necessary.
I'm still unable to access the portal. Who should I contact?
If you have requested a new login link and are still experiencing difficulties, you can:
- Contact our team, and we will be happy to assist you with regaining access to your account
- Contact Soraban directly for assistance with portal access and technical issues
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- Email: hello@soraban.com
Can I use a different email address to log in?
You must use the email address associated with your account. If you’re unsure which email was used, please contact our team for assistance on verifying or updating your contact information on file.
Tip: For the smoothest experience, access your sign-in email on the same device and browser you plan to use for the Soraban Client Portal.
How do I send in my tax documents?
You may submit documents once you have everything gathered. We accept documents through:
- Client Portal – secure upload with new online tax organizer (recommended)
- Email – send to documents@fairandcompany.com
- In-person or mail – deliver to any of our three office locations
When should I send in my information to prepare my tax return?
As soon as you’ve gathered all your tax documents, please send them in right away. We prepare returns on a first-in, first-out basis once we have everything we need to complete your return.
When is payment due for my tax return?
Payment is due upon completion of your return. Your payment method will be charged 5 days after you receive your invoice.
What if my payment information needs to be updated?
Please update your payment method before the 5 days are up to ensure smooth processing. You can contact any of our administrative staff to help with this.
Why is a deposit required this year?
Beginning in 2026, all tax preparation engagements include a 25% deposit due on January 1 or at signing. This deposit secures your spot and helps us plan staffing and workloads effectively.
What does the deposit cover?
Significant work occurs before your return is completed; organizing data, preparing organizers, scheduling work, and planning. The deposit covers those initial costs and ensures we can deliver efficient, high-quality service.
When is the rest of my balance due?
The remaining balance is billed upon completion of your return.
How are recurring services billed?
Invoices for recurring services are sent on the 1st of each month for the prior month’s services. Your payment method will be charged 5 days after the invoice date.
What happens if my payment declines?
If your payment declines, we will automatically retry 3 days later. If it declines a second time, we will reach out for updated payment information.
Do you charge credit card fees?
Yes, we charge a 3% processing fee on all credit cards. You may pay with a debit card or bank account for no additional fee.
What payment methods can I use?
Just like last year, clients must keep a valid payment method on file, either a debit/credit card or bank account.
Your saved payment method will be used to:
- Draft your 25% deposit upon signing
- Charge the remaining balance once your return is complete
- Charge any other scheduled or add-on services
When are payments processed?
Payments are processed five days after the invoice is emailed. If a payment fails, we’ll automatically retry after three days.
Is my payment information secure?
Yes. All payment data is securely encrypted and stored through Stripe, our PCI-compliant payment processor.
When should I provide my documents to meet the April 15th deadline?
We generally accept individual returns until early March for the April 15th deadline. If we reach capacity earlier, we will notify clients right away.
Do you file extensions automatically?
Yes. We automatically file extensions for clients who are engaged with us but have not filed by April 15th.
Does an extension give me more time to pay?
No. Extensions only provide extra time to file, not extra time to pay. If you expect to owe taxes, please contact us before April 15th so we can assist with calculating an extension payment.