Canopy Avis 

I've used Canopy for many years. In the past, I would have recommended considering it for new practitioners looking for a software package. Now, I'd actively advise against it.

Canopy has been evolving a lot in the past years, and almost always for the worse. More clicks, more steps in each process, more glitches and issues, and more expensive.

Canopy relies on users to beta test their products. It's useful to trial things out and give feedback to try to make it more useful once it's fully rolled out. We've participated in beta testing for 7+ years. Recently, though, that time working through issues and providing feedback is wasted, as once they've finalized the process, they add a previously undisclosed fee to it the new feature (that would TRIPLE our total cost for the product).

They also used to have great customer support - they were friendly, responsive, and human. Now, you're locked in with a chat bot to start, and it can take a frustratingly long time to get an actual answer.

I also used to have a customer service rep who would walk through renewals and updates. That disappeared years ago. Now, trying to get info on yet another change to the pricing plans, structures, and fees, it's impossible to get a straight answer. It took a month to get a response. A scheduled phone call was with someone who didn't actually know enough to answer my questions. And the subsequent emails were vague, contradictory, and seemingly at least mostly written by AI (to the point where the sign off is "Best, UseAI").

Overall, the Canopy I started using felt like it was geared toward providing a software that would make my life easier. The Canopy of today is geared toward selling me more things, and squeezing every penny out of clients that they can.

There are still things Canopy is very useful for, and we have so many years invested in training clients to the system and setting up detailed internal workflows that I've been hesitant to switch as things have gone downhill. But as yet another update makes things worse yet again, the sunk cost is no longer worth it. And if you are new to tax CRM software, I wouldn't start here.

I spoke to Mariam over the phone and she was absolutely amazing. She was so patient, kind and helpful and guided me through all the steps I needed to complete. As a single parent, I’m just trying to navigate everything with my first son moving out for university, so having someone take the time to explain everything clearly was really appreciated. Mariam made the whole process much easier for me. Thank you so much for your help, Mariam!

Leah was outstanding on the phone helped and guided us through all the necessary steps we needed to complete very helpful and very polite and patient with us again thank you Leah

Our company uses Canopy for our tax and accounting business of around 1500 clients. Canopy recently made some changes to their system. It worked fine before, but we continually have problems with client portals after their "upgrade". Canopy has a very difficult time with clients that have a personal portal, AND a business portal. I continually experience errors when adding somebody to a portal. I am very excited that we have agreed to terminate our business with Canopy after tax season. We can find a portal that actually works. Very dissatisfied with their changes.

terrible customer service their system has lots of glitches and we cannot operate a CPA firm if don't have seamless access to our files. Their client portal does not work well and the virtual drive needs to be re-installed from time to time. I bought a new surface pro laptop and it has a modern processor - a snapdragon chip - their drive will not work with it...

Great Tax Software but not reliable since it crashes on important dates. It's currently tax season and the software crashed on me. All the client tax documents I have are stored there so I can't file tax returns at the moment. I lost a whole business day of work during the most important season of the year for accounting firms.

They also never refunded me on the billing module I told the team I didn't want multiple times before my renewal charge

I'm filing a complaint against the tax software company "Canopy Tax" . I was deceived by them around one month ago. They asked me to participate in a focus group on August 10th and they showed me the demo of their tax company software. They told me that they were going to send me a gift card of $50 Dollars for participating in this focus group through Google Meet. I used my Dell Laptop when I participated in this Google Meet meeting.

I participated in the focus group around a month ago and I watched the demo as they requested from me. The company told me that my Amazon gift card was going to be sent around 3 days after I had the meeting in Google Meet with them.

I have been waiting for this Amazon gift card for almost one month and I'm only getting excuses and empty promises from them, I called their phone numbers several times and they keep telling me that I'm going to receive it but they are not sending me anything.

I spoke with one of the gentlemen from Canopy Tax who organized the Google Meet video meeting and he is also giving me excuses when I'm calling them by phone or when I'm emailing them.

Sometimes they ignore my email messages. This tax software company is behaving like a scam company.

They contacted me through my professional LinkedIn profile. They promised me that they were going to send me this gift card for my participation but they are not sending me anything. I only wasted my time when I connected to this Google Meet meeting.