Announcement on enQ Blog

California SB 122: Sales Tax on Your enQ Subscription Is Changing January 1, 2027

Wed, 02 Sep 2026 08:00:00 +0000

Starting January 1, 2027, enQ will be required to collect and remit sales/use tax on software-as-a-service (“SaaS”) in California. If your enQ account has a California service address, the software portion of your subscription will be taxed at the 7.25% statewide rate plus the applicable local rate, a combined rate of 7.25% to 11.25% depending on your location. The tax will appear as a separate line on your invoice.

Governor Newsom signed Senate Bill 122, which amends the Revenue and Taxation Code to tax prewritten software regardless of how it is delivered: on physical media, by download, or accessed remotely. For decades, California taxed only software delivered by physical medium (e.g., on a disk). SB 122 extends California’s sales/use tax to remotely accessed software (SaaS).

New Line: Nonprofit Eligibility Determinations for Tax Exempt and Government Entities

Wed, 22 Oct 2025 08:00:00 +0000

enQ services two IRS lines for Tax Exempt and Government Entities (TE/GE), which provide guidance and support to charities, nonprofits, and government organizations regarding their tax-exempt status.

Account Services Line (TE/GE)

IRS Direct (slow) Number: 877-829-5500 → 1 → 2 → 2
enQ Fast Access Number: (877) 758-7781
This department assists charities and other nonprofit organizations with account-related and procedural questions, including tax-exempt status and tax liability, IRS notices, and filing requirements and updates.

Transition to Pre-Paid Billing Model

Fri, 30 May 2025 08:00:00 +0000

We’re updating our billing model to improve your experience, effective July 1, 2025.

Going forward, your account deposit will no longer be required and will instead be credited toward your next invoice.

We’re transitioning to a prepaid subscription model with postpaid billing for any additional usage. This means:

Your base subscription and its taxes will be charged upfront.
If there are any overage charges, those — along with their applicable taxes — will appear on your next billing cycle.

Your July 2025 invoice will include:

enQ, Inc. is now Instant Telecom Solutions, Inc.

Fri, 01 Sep 2023 00:00:00 +0000

Instant Telecom Solutions, Inc. (“Instant Telecom”) has agreed to acquire assets from enQ, Inc. (“enQ”), including enQ’s Voice over Internet Protocol (“VoIP”) customers, except those who affirmatively elect not to transfer their service to Instant Telecom.

The effective date of the transaction will be October 1, 2023. Unless you elect to cancel your services with enQ prior to October 1, 2023, your service will be transferred to Instant Telecom. Until the effective date of the transaction, enQ will continue to provide services pursuant to the Terms and Conditions set forth at callenq.com/oldterms.

Taxes & Fees

Thu, 02 Feb 2023 16:25:58 +0000

Starting February 2, 2023, enQ will include taxes & fees in the invoice.

Please see enQ’s detailed Tax & Fee Disclosure for more information about what taxes and fees are being collected.

enQ has updated the terms section 29 Taxes & Fees with additional information such as the handling of exemption certificates.

If you have a tax exemption certificate, please email it to support@callenq.com.

Supply and Demand Pricing Update

Mon, 05 Dec 2022 13:11:26 +0000

Dear enQ Customers,

Summary of enQ’s recent changes: Why and What

enQ’s goal is to offer reasonable hold times to its customers.

The optimal way to do this was to introduce supply and demand pricing.

enQ first lowered the price per minute on all departments
enQ then floated the rate to supply and demand

Supply and Demand Pricing Update

Peak enQ hold times have come down relative to the previous weeks.

Changes to enQ Subscriptions & Terms

Fri, 04 Nov 2022 13:13:58 +0000

Dear enQ Customers,

enQ continues to provide you with the best possible service in reaching an IRS agent in up to 90% less time by continuing to innovate in the face of market challenges.

Regarding the IRS’ pilot audio ReCaptcha, enQ has developed a right-to-quality-service hybrid solution to solve our customer’s needs.

At the moment, enQ provides access to all IRS departments at the same billing rate. However, some departments should be cheaper, and some should be more expensive depending on their respective load and enQ’s efforts in acquiring those agents. enQ will be transitioning to a single tier/queue supply & demand pricing model, which reflects the aggregate market conditions in trying to reach the IRS. The pricing transition will take up to two months.

Sudden Drop in IRS Calls Answered Affecting enQ

Fri, 08 Jul 2022 15:34:21 +0000

The current IRS level of service has significantly dropped overnight - something that enQ hasn’t experienced in its 7 years of operation. I believe honesty and transparency are both fundamental when it comes to your trust and confidence in us, so I want to give you a clear explanation and the steps that we are taking.

1) Current Situation

Calls Answered by the IRS Have Been Halved: as of June 21, 2022. According to enQ’s data, the IRS without any prior notification, has throttled the number of calls it answers by an estimated 50% - a change made independent of and unrelated to enQ. We expect this dramatic decrease in service levels to last until the next tax season. enQ believes this throttling is caused by a reallocation of IRS resources to address the significant backlog of 30 million paper returns (as mandated by Congress).

Priority Tiers

Sun, 26 Sep 2021 12:28:41 +0000

Dear enQ Customer,

General Update

To continue providing a great level of service in our product, we are making some changes to our operating structure.

We understand that your time is important, so we’ll get straight to the point.

The IRS continues to disconnects most calls after playing the following message:

“We are sorry, but due to extremely high call volume in the topic you requested, we are unable to handle your call at this time. Please try again later or on our next business day. Thank you.”

enQ Guarantee

Sat, 25 Sep 2021 09:05:36 +0000

enQ can no longer guarantee the 3-minute wait time as the IRS performance has degraded substantially.

The IRS disconnects most calls after playing the following message:

“We are sorry, but due to extremely high call volume in the topic you requested, we are unable to handle your call at this time. Please try again later or on our next business day. Thank you.”

enQ does connect callers when the IRS answers, but it cannot make the IRS answer the phone.

Very High enQ Hold times – enQ Performance update

Tue, 24 Aug 2021 12:04:37 +0000

Dear Customer,

enQ Hold Time Performance

enQ hold times varied between 3 minutes and 1.5 hours in the past week(s).

IRS level of service particularly in Practitioner Priority Service Individual has degraded severely, with other departments serviced by enQ failing with different degrees of severity.

The IRS level of service is not consistent throughout the day. There could be a 40 minute period with 0% level of service followed by a 3 minute period of 50% level of service.