SmartVault Reviews 57

As a small business owner and tax professional, I prioritize Care and Clarity for my clients.

Unfortunately, SmartVault does not share these values. After closing my account, I requested a simple 48-hour window to export my own client data to ensure a clean transition. Instead of professional courtesy, I was met with a "pay-to-play" demand from support (Raul), insisting I pay for a full new monthly subscription just to run an export function.

Furthermore, I was being billed for DocuSign features that were never activated or used (I utilized RightSignature instead throughout the entire tax season). Despite this, support remained difficult and unhelpful.

In the end, I had to dispute $1,250 in charges to get their attention. They eventually refunded the 2026 fees, but only after causing significant administrative stress. If you value professional partnership and access to your own data, look elsewhere. One bad employee can cost a company an entire client relationship—and in this case, it did.

Customer service is terrible and overall the product is terrible. I bought a year subscription and 2 months in, realized that it wasnt going to work. They do not give you any of your money back for the rest of the year. Do not recommend this product at all. If I could give them a zero, I would.

This company is run like they don't plan on being in business very long. They have poor service. You have to schedule appointments with them to get anything done. If you have problems you have to Email the SmartVault support. They will Email an answer a few days later for you to try one thing. If that doesn't work (it won't work) you email them back and round and round you go. The program has known systemic problems such as it doesn't release the files and save them when you close out of a file. BIG PROBLEM! Expect lost data when you have to force close the files. This is time consuming and frustrating problem. You should consider other document management systems if any of your data is critical (like probably all of it because that's the reason why you purchase document management systems in the first place).

Interface: 3 of 5.
Customer support: 3 of 5 most days
Attitude: 0 of 5
Renewal policy: -5 of 5
They use an unintuitive interface and claim that the security protocols are more important than the user experience.
They automatically renew the annual license and offer a ZERO refund policy. To cancel or downgrade, there is a small very small window 30 days before renewal to change the account. Total bunch of jerks.

I tried this system out based on what I was told by Korey. He said if it doesn't fit my needs, there would be a full refund within 30 days. It didn't fit my needs and I reached out to him about the refund. I never heard back from him so I called him and he said he would process the refund. A few days later, Jasmine reached out to continue my onboarding, I told her Korey should have canceled my account and processed a refund. I never got an email confirming so I asked her to confirm. She did just that, thank you Jasmine. But then I got charged another month. I've tried reaching out and I got an automated email saying I will be getting refunded but I ask another question and no response. I called in again and spoke to someone telling them my situation. They sent me an email saying I need to log in to cancel my subscription. I can't log in, my account doesn't exist anymore I guess. I emailed them back letting them know that and no response. I sent another follow up email and still no response... Very unprofessional.

Been a user for years.
This year, it was a nightmare to get it to work uploading files.
I always used Microsoft Edge on a PC.
This year I had to DownLoad and Use Google Chrome.
How unprofessional and KLUNKY to not support the most popular Browser.

This is my first time using a portal and it's working out perfectly! My clients love it!!!

Amanda Gromaski was great. Hope to work with her again in the future.

I have been in IT over 40 years and the Smart Vault user interface is one of the worst I have ever used. I now own a tax preparation business so we test tried it out on 10 of our clients, not one could successfully upload their documents on the first try. That was enough for us so we cancelled our subscription.

It is impossible to get a real tech support person.
Short training videos are not any help when you can't get help with the basics first.

SmartVault is easy for me to use and for my clients to use. What I really don't like is the price for my very small firm of 1 person. I think you should restore the "small company" pricing of 2 years ago when I first signed up.

I’m paying for the Pro version, but I cannot add clients. And SmartVault’s idea of support is a BOT that is not providing the assistance I need. I find this to be ridiculous. This is very frustrating. I need to speak with a human.

We are currently using SmartVault for our company and so far it has been an easy vault for clients to upload. Some user interfaces and support can improve.

It's not very user-friendly and most of my clients having a hard time uploading and downloading, the only one who likes it is my employee.

The entire data structure is POOR. Clients and vaults (folders) are linked as opposed to being separate entities. The client element is designed for only a single party, and probably a carry over from a more modest file share tool set. This is problematic for married clients and clients with multiple entities (business, trust, etc). This cause numerous other downstream issues with display (Taxpayer and Spouse are imported to the same field), including poor addressing of correspondence and flow into DocuSign. Client info in the Connected Desktop are not fully displayed and those in the web GUI have no labels (ie home phone). Address info is not stored and labels can not be printed. There is no reporting of any value (e.g. one can not see all the vaults associated with a user\email), filtering on large amounts of data will only export one page (max 100 lines) of content at a time, near impossible to delete a user. Email templates do not work as documented, not all variables work in all templates. Documentation is poor and not maintained. Managing the folder structures is challenging and NOT documented. DocuSign integration has issues and templates do not work. Every time one "Prints to SmartVault", client master data is re-imported, over writing or adding redundant or changed content in SV . 15 minute activity time out is extremely painful.

THE CLIENTS SOCIAL SECURITY NUMBER IS USED AS PART OF THE PRIMARY DATABASE KEY. This is a field that SV has every reason NOT to import, but does. SV declines to share exactly what data they do import, which is both a security and privacy issue. They say it's Intuit's issue, but the define they integration.

I had hoped that this would become our goto tool for contacting clients, but the contact management aspect is poor.

If you have QuickBooks desktop installed, SmartVault will add an element to EVERY company data file with no option to configure same.

Client and Product Management rarely respond to email or acknowledge suggestions. The Idea portal, mentioned on most conference calls, does NOT work. Look at the dates on the visible requests.

The CSR was very patient and worked to answer our questions, without passing us to someone else.

Love the ease on my end. My clients (older ones) struggle sometimes.