During sales and onboarding, you typically work with a single point of contact. Once onboarding is complete, our entire Customer Success Team is at your disposal. The first few filings can be the trickiest as we work through special cases and incorporate your feedback, but things usually smooth out quickly after initial adjustments.
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Contacting Our Team
The best way to reach our support team is through the messaging widget in the bottom-right corner of your Numeral dashboard. You can start a conversation there, and if you log out, replies will also be delivered to your email for continuity.
All messages go directly to our Customer Success Team—not a live chat, but a direct line for resolving issues, clarifying processes, and supporting your account. We aim to respond within 2 hours, though response times may vary based on complexity or during peak tax periods. Either way, you can count on timely, detailed, and helpful support.
💡 Messages sent to help@numeralhq.com or through the dashboard chat widget go to the same team. To avoid duplicate threads, please choose one method per new inquiry.
Support Best Practices
Each email or chat creates a new internal ticket, so following these best practices can reduce delays and help us resolve your inquiries more efficiently:
Contact us from an email linked to your Numeral account to ensure your inquiry is tied to the correct company profile.
Consolidate requests into a single thread when possible to maintain continuity.
Keep follow-ups in the same thread so the same point of contact handles your issue.
Include as many details as possible in your initial inquiry so we can loop in the right internal team.
Note: Resolution timelines can be affected when state agencies are involved. Many states have limited staffing and often communicate critical updates via paper mail, which can cause delays, but we’ll keep you informed every step of the way.
Changes That Could Impact Your Liabilities
To maintain accurate and uninterrupted tax compliance, be sure to have a plan in place—or contact us promptly—so we can assist if any of the following occur:
Federal Employer Identification Number (FEIN) ChangesIf your business undergoes a structural change that results in a new FEIN, it’s essential to let us know right away. We’ll need to close your old tax accounts and re-register you under the new entity—a process that can take time. Early notice helps reduce the likelihood for delays, missed filings, or penalties. |
Uncategorized Products in ShopifyShopify calculates sales tax based on product categories and jurisdiction. If new products are added without proper categorization, tax collection may be inaccurate. During onboarding, our team performs a one-time review of your store but does not monitor product categorization in real time. Most clients manage this themselves, but you can notify us when launching new products and we can verify they’re set up correctly. |
Business Changes That Could Trigger Physical NexusExpanding into new states—through locations, employees, inventory storage, or other activities—may create physical nexus and require additional state registrations. Notify us of any such changes so we can assess the impact. |
Handling State Notices
If you have a virtual mailbox with Numeral, most—if not all—state notices will be routed to our team, allowing us to store, organize, and action them on your behalf. This includes changes in filing frequency or notifications about historical delinquencies prior to onboarding. Setting up a virtual mailbox is strongly recommended, as it is the most efficient way to manage your account. If a notice could significantly impact your account or incur high costs, we will notify you first.
State Notice Best Practices
Even with a virtual mailbox, some notices may be sent directly to you. Follow these best practices to ensure smooth handling:
Forward Notices Immediately: Send any state correspondence related to accounts we manage as soon as possible.
Don't be Alarmed: Most notices are routine and can be resolved quickly once we review them. Prompt forwarding allows us to respond faster.
Critical Note for Account Transfers: Notices may contain essential information for completing the transfer process and ensuring accurate filings during and just after onboarding. We ask clients to be especially attentive during this period.
Scope of Support: While we support a wide range of tax compliance matters, we cannot assist with:
Personal penalties
Withholding tax
Corporate income tax
Unemployment tax
Any accounts not managed by Numeral
Navigating Audits with Our Support
Audits are a normal part of doing business and can happen for a variety of reasons. Sometimes they’re prompted because your business operates in a higher-risk or more complex industry, you recently registered for sales tax in a state, or you’ve gone through a major change like an acquisition or FEIN update. In many cases, an audit is simply a routine process for the state—not necessarily a sign that something went wrong.
If you are selected for an audit, our team is here to support you for any filings managed by Numeral. While we can’t communicate directly with state auditors on your behalf (since they often require secure, entity-specific details), we can make the process smoother by:
Consolidating and providing records, such as copies of returns, proof of filing, and other documentation we’ve submitted.
Addressing questions related to filings we prepared and filed with the state.
Acting on requests within scope—for example, preparing amendments, backfilings, or clarifying filing details.
The support above is included with your standard filings and plays a key role in maintaining sales tax compliance. While you’ll remain the auditor’s main point of contact, we’ll ensure you have everything you need for the filings we’ve managed on your behalf.