Welcome to Kintsugi! This article walks through what to expect from the moment you sign on through the handoff to ongoing support, so you know what's happening at each stage and what we need from you along the way.
Before your first onboarding call, our team confirms:
Billing, bank info & subscription tier
Transactions are syncing correctly from your integration
Your organization details & team access are set up
What you'll need ready:
EIN or IRS info (international clients included)
The right team members invited to calls
Any existing state registration credentials, if you have them
Our first working session together. We'll cover:
A full account audit (transactions, exposure & nexus)
Product categorization review
Address validation & marketplace connections
Exemption certificates
Kintsugi Mail setup
An integration check (Shopify, QuickBooks, NetSuite, etc.)
You'll get a recap email afterward with follow-ups and next steps.
We'll build your registration plan together, covering:
Which states to register in, with target registration dates
SST registrations and any additional countries (international/SST transfers take 3–4 weeks)
When to turn on tax collection
Then we'll walk through the platform:
Filing history and auto-filing (this runs on the 5th of every month)
How to pause a filing (available between the 1st–4th of the month)
Monitoring liabilities and exemptions, and adding users
A wrap-up to make sure everything's settled:
Resolve any outstanding questions
Confirm your full account setup is complete
Clearly define what you own going forward
You'll receive a final recap email listing all responsibilities.
While onboarding is underway, our Tax Ops team handles:
State registrations per your agreed plan
Auto-filing on the 5th of each month
Back-filings and VDAs (voluntary disclosure agreements), if applicable
Your Onboarding Manager keeps you updated throughout.
Once onboarding wraps, here's what changes:
Our Support/Customer Success team takes over day-to-day assistance
Full account context is handed over, so you won't need to repeat yourself
All commitments and carve-outs are documented
Your Onboarding Manager stays available for urgent items during the transition
To keep things moving, we'll need you to:
Complete your org, bank & billing details
Have a credit card on file
Review and approve product categorizations
Import any existing registrations (with login credentials)
Upload exemption certificates
Confirm your physical presence (offices, warehouses, remote employees)
Confirm all revenue channels/data sources are connected
Set up Kintsugi Mail
Approve auto-register and auto-file settings
Q: How long does onboarding take?
A: Most accounts complete the three core calls within a few weeks. Timelines can extend if you're registering in many states, since SST registrations and additional countries take 3 to 4 weeks to process.
Q: What if I already have state registrations from before switching to Kintsugi?
A: Bring your existing login credentials, and we'll import your current registrations as part of setup rather than starting from scratch.
Q: Can I pause a filing if something changes?
A: Yes. Filings can be paused between the 1st and 4th of the month, before auto-filing runs on the 5th.
Q: Do I need a credit card on file during onboarding?
A: Yes, a credit card on file is required as part of completing your billing setup.
Q: Who do I contact once onboarding is finished?
A: Your Support/Customer Success team takes over day-to-day questions after handoff, with full context on your account already in hand. Your Onboarding Manager remains available for urgent items during the transition.
Questions along the way? Your Onboarding Manager is here to help until your handoff to ongoing support. You can also contact us anytime using the chat bubble in the bottom-right corner. Don't hesitate to contact us; we're always happy to help.
