UFile Reviews 144

2.5 days of waiting for the site to load, 1.75 hours on hold with customer service to be told in horribly broken and almost unintelligible english that "we are working on it, please try again later.." and be hung up on. This all started with 4 simple fields that require a 0 and won't accept them, causing errors that prevent me from even reviewing my information.. now the site is down completely and no one can access their information or file. Incredible job Ufile, right at tax crunch time too, guess the billion or so dollars that you profit yearly isnt enough to reinvest in infastructure that long time clients deserve to have in place. It shpuld be illegal for your company to exist in such a horrible state, I hope ypu are decommissioned. What a waste of time and energy, spend yours elsewhere!

I have used Ufile for YEARS. I really liked the simplicity of the software - for the most part it is intuitive. HOWEVER, there was a glitch in their software for my 2024 tax year. I contacted them via email and then phone - they suggested I upgrade to premium for faster support, and then they never helped me. In the chat, they disconnected me three times when I said that the glitch still exists. When I called, they were friendly at first, but when they couldn't figure out the problem, they just hung up on me. When I submitted my 2024 tax, it didn't reflect the FHSA info that I had put in - even though it was line for line the same as how we inputted my partners information. I submitted a ticket to Ufile and several emails to the helpdesk asking for a refund over the past weeks which I feel is fair since the software didn't work and I never got to utilize the premium, but no response. I would say that if you ever have an issue with the program, then UFILE is not the company for you.I now have to resubmit my taxes through mycra which is just a hassle.

I have been a loyal user of Ufile Online for 10 years. I have used it to file both mine and my mother's taxes. I've had minor problems in recent years but kept using it because of all the history saved. This year has been by far the worst experience. I literally cannot file my taxes because the info I'm entering into the form will not save. None of the info from prior years carried over to my new form (the only reason why I keep using ufile). When contacting customer service, this is the response I got (below) which barely makes any sense. There is also no indication of when the issues will be resolved. No indication of what issues are being experienced. I should be able to have the same experience, whether I file on March 1st or on the tax deadline. Their system should obviously support increased web traffic closer to the deadline. Heading over to Turbo Tax.

Hello,

Thank you for contacting UFile T1 Support.

We are experiencing extremely high server right now, certain areas, and some users may be effected in certain areas. Thank you for your patience and understanding.

Regards,

George
On behalf of the UFile Team

Customer service is non existent. I waited one hour on the phone despite the system saying 39 min wait time. When a Chinese agent answered, i could not understand her, she was very rude and seemed overwhelmed... She asked me to open a ticket but i said that I already did and they had never replied. She seemed incompetent to answer my questions and had to put me on hold She could not even write down my email correctly after repeating 4 times ... The system is full of glitches and despite reporting them year after year they don't not fix them. I use online Ufile and their server is so slow during peak hours, you can barely navigate in the system. I do not recommend Ufile.

After using ufile for years, I switched to Ufile on line which turned out to be a terribly bad experience. When I was unable to retrieve my 2022 taxes when I started my 2023 taxes, now both my 2022 and 2023 are completely erased. The guide at the other end tells me that the problem is because I use an IMac !
It has not been possible to retrieve my 2023 return which was not finished and had been saved,
I will request my $$$ back.
Recommendations DONT USE Ufile ON LINE
FRUSTRATING EXPERIENCE

Horrific experience, I completed everything, filed my taxed using their software, paid the fees.. and 1 year later discover they never actually filed my taxes!!
Then tried to contact them multiple times, over 1 hour waiting time!!!
Send request form, and nobody is bothering responding.
Additionally their tax filing is widely incorrect.. Do yourself a favour and use another company to file taxes

This is my second year using U-File. Both times, CRA reassessed our tax returns and reduced our tax return significantly. U-File was given all the permissions necessary to access our income and tax information to accurately file our tax returns yet still we are shocked with how inacurate the filing is. I will not use U-File again.

I would also like to give 0 stars if I could. I purchased the program and had extra questions that I needed answers to. I phoned their customer service and wait onl the phone for 80 minutes. When the representative finally answered it was very very hard to understand her. She said that I only had 1 minute then seconds after she hung up on me. I realize she was under time constraints but the company needs to allow their representatives more time to help their clients. If they can't even give me the time to answer questions about installing the program, how can I expect them to answer any questions on the tax program itself. I am taking this program back and buying TurboTax. "Never Again will I buy Ufile"

Awful customer service. I actually got hung up on because I pointed out that they gave me two very different answers to one question. I have used Ufile for years and this is the first time I have needed support because of the ambiguity of one of their pages and now I am rethinking whether to continue using Ufile. Just awful.

After being a very long time user of TurboTax and its predecessor Quick Tax I switched to UFile. Like others, we found TurboTax to have glitches this year and each year has become less intuitive and user friendly plus, there were price increases for minor things. Switching turned out to be a mistake on my part.

I bought my UFile it at Staples and the box clearly stated “perfect for PC and Mac”. When I got started, it would not allow me to transfer previous years files and eventually learnt it was for Windows only. At no time did it ask for my activation key, which did not concern me because with TurboTax you enter that at the end.

I was frustrated because I had already done my taxes on TurboTax, but not filed them. The amounts owed to me and my husband’s refund were different from TT so that led to me pouring over both as I had entered the identical information. I eventually got the amounts to match and feel it was an issue with how UFile did pension splitting calculations.

In the process of doing this, I did a final review on TT which ran an optimizer and re-calculated the amount, payable and owed!

I was back again on UFile once again, comparing the two programs lined by a line. Once again, it was related to optimizing pension splitting. Ultimately, I managed to get the final refund to be identical HOWEVER with UFile, it had the amount I owed as $1000 more and the refund my husband was getting to be $1000 more. I was annoyed about having to pay that money upfront and wait for the refund, but I was just too frustrated to continue on. Once again, I know from going line by line it was related to the pension optimization, which seems to be easier and less problematic on TurboTax.

At this point, I went to finalize which included paying. After completing all the information I entered the activation code that was included in the box and It did not work. I went to the beginning of the instructions and followed through numerous times without any success. I should say during this time I was on hold with UFile for 2 hours and 15 minutes at which point I was cut off. Going through the other instructions in the box, I found a card that was the same size as the one with the activation code. It said this is your free voucher code; this card made no reference to Mac or PC and it read as if it was something you could pass on to somebody. I input that number and bingo, it worked and it turns out the green card and activation code only works on a PC.

Why they say it is a free voucher code is perplexing because it’s not free; I paid for it. Also, on the box it says prepare for returns for tax year plus for additional returns included free for taxpayers with income $25,000 or less. They made something very simple so much harder and convoluted than it needed to be, and as much as that voucher code worked, technically according to their box, it shouldn’t have because our incomes are far beyond $25,000? How hard would it be to have one card that provides codes for a PC and a code for a Mac. This is not rocket science, and obviously not their first rodeo.

Then I wanted to e-file which I’ve done for as long as I can remember. I entered the CRA Access Code from our 2023 assessments but e-file was declined and came back with an error saying that the Access Code was wrong. I re-entered and re-tried numerous times with no success. After a while, it wouldn’t even let me try again. Then with no help whatsoever, I decided to do my husband’s and bingo it went through right away. I’ve been tried mine again, and it also went through.

This was the most frustrating year. I can remember doing taxes, and ironically, it was the most straightforward and simple as far as slips and income went. I anticipated this would take less than half an hour based on past experiences, but instead it took the better part of two days going back-and-forth.

Not even sure why now that CRA is not incurring the expense of having to print and distribute the old paper copies to the degree they once did and go to the additional expense of processing them, why they do not have a universal online equivalent available? The differences between you file and TurboTax were quite significant and it shouldn’t be that way.

Hoping with enough feedback, these companies will look at their programs and fix a few things. At the very least, adthey have to provide clear instructions for PCs and MAC’s.

Program is good but customer service is lousy. I was on hold for 40 minutes and then call went through but no response. The agent must be working from home and "milking" the time on phone

Long time user. Puzzling to see the negative reviews because it has always worked flawlessly for me. Same this year; carry forward function great, alerted me to missing data or questions, nerfile function couldn’t be easier. Two thumbs up.

As a Canadian, I chose UFile to prepare my tax return, mainly because I wanted to support what I thought was a Canadian company — especially with the ongoing political tension between the U.S. and Canada. I’m not a computer wizard, but I can easily follow clear, well-written instructions and usually navigate software without any trouble. So I wasn’t expecting the frustrating mess that followed.
Today, I had to contact UFile to correct an issue that even the CRA couldn’t help with. I called their customer service line and waited on hold for 15 minutes — despite their automated voice message claiming the wait time was only 9 minutes. When someone finally answered, she rattled off her name so fast it was completely incomprehensible. I politely asked her to repeat or spell her name, and instead of helping, she hung up on me.
Frustrated but determined, I called back immediately. This time, I only waited 4 minutes before someone picked up. Although it was a different person, she seemed to be of the same ethnicity and was just as incomprehensible. She didn’t even bother to introduce herself. When I asked who I was speaking with, she slammed the phone down on me, just like the first one.
I still have several other returns to file, but I will definitely not be using UFile again.
Also worth noting: I had to pay for both my wife's and my return before I could even forward the completed documents to the Federal and Provincial governments. And now that they've accepted my payments, I’m currently waiting on the phone — with the call timer showing 50 minutes and 52 seconds — in the hopes that someone might actually resolve this issue.
Oh — and let’s talk about their slogan, proudly displayed on the homepage of their website:
“It’s easy. Start for FREE. File your personalized income tax return. START FOR FREE. Includes free telephone, email and community support.”
BS!
If you’re counting on that “free support,” you better start your taxes in January if you want even a chance of having everything filed by the end of April. Between the false advertising and the absolutely unacceptable customer service, this experience has been nothing but a headache.
UFile let me down completely — and I strongly encourage others to think twice before trusting them with something as important as your taxes.

The reCAPTURE verifier was very difficult to see and did not come up when I wanted to load after closing my window. I'm sure there is a better system, perhaps sending a text with a number would work better.

I won't be purchasing this again. Have been a user for over 20 years. Spent 1 hour on phone and they disconnected. Tried online help but system won't send. Wants me to report sale of residence, which hasn't happened. Been through form many times and all my info is correct.

I had two errors that needed to be fixed before they could calculate my return, would not show me where the errors were, complete frustration, just kept coming back two errors need to be fixed. I mean at least show were the errors are, useless!

I have been using ufile for many years now. I have had the usual challenge in the past when dealing with their service department but at least eventually I got the problem fixed. Their support people do not actually use their brains to do anything more than look up some key words in their manual and copy / paste a response back to you. I personally believe they don't speak English and are only trained to pick up key words. No matter how many times and ways i tell them the same thing, they don't get it right.
I originally contacted them because it was not splitting my pension. After much back and forth and problems giving them access to my file, I finally realized I had not entered the one tax receipt for the pension that could be split. Anyone who actually knew what they were talking about would have caught that right away. Instead of being able to answer you in their own words, you have to filter through all the information they have pasted in your email. Initially I was in the chat and it was the same thing.

Then I realized that my line amounts from 2023 were not carried forward. I received all the instructions to save 2023 as a PDF, (I always do this anyway), delete 2024 and re-enter it. That didn't work. I tried calling. The person that answered could not understand English at all. She said she would send me an email (after doing nothing) but she never did.
I tried sending emails and explaining I had been given their solution and it didn't work. Every time they completely ignored what I said and pasted in the same old "information". I have never been so frustrated!

I would rate this as 0 if I can. This year everything is screwed up, from carry forward, calculation until customer support. What happened to this company, which was the one I trusted most for many years.

They have bugs in the system which put your tax filing start date as their default date. You only input tax filing end date. And it happens when the start date is later than the end date! CRA rejects. Ufile did not refund. It is owned by a small Chinese group while their customer representative does not even speak English well and kept saying I don't know. VERY BAD

We have used Ufile for years and have always had a good experience , until this year. The calculations were wrong and the help I got did not do anything to solve the problem. I requested a refund which they ignored. We will be looking for an alternative for next year.