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Troubleshoot license PIN update errors
If you are experiencing difficulties managing your license PIN on our website, review the following issues or error descriptions for troubleshooting help.
Can't access the Manage Firm page with my login credentials
Scenario
After signing in with your Thomson Reuters ID, the Manage Firm page does not open after selecting the Manage Firm link.
Cause
This can occur when the login credentials you're using aren't assigned the role of Licensee or Firm Delegate.
Solutions
Your firm's designated Licensee or Firm Delegate must sign in with their Thomson Reuters ID to update the license PIN.
Go to the Manage Accounts page to find your firm's designated Licensee or Delegate. A CS web account with admin permissions assigned is required to display this information. If the Licensee or Firm Delegate appears in the Unassigned Users section of this page, they' wi'll need to create their account. Mark the checkbox next to their name and select Invite Selected
to email instructions for setting up their Thomson Reuters ID.If you are your firm's Licensee or Firm Delegate
, send an email to cs.service@thomsonreuters.com and include your firm ID in the subject line to resolve this issue. You'll receive a confirmation message from our Customer Support team once we've corrected this for you. Internal use only
Internal troubleshooting for Customer Support representatives
- Confirm that you are speaking with the Licensee, and the email address they are attempting to login in with.
- In Flash, verify that this matches the Licensee's contact information. If the email addresses do not match this is a potential red flag -do notprovide the correct email address.
- Check to see if the Licensee's name is listed more than once on the contact list.
- If yes, submit a request to merge the duplicate contactsIf no, continue troubleshooting with the user.
Scenario
After updating your PIN on the website, you receive a "Firm ID and PIN do not match" error message in CS Connect.
Cause
This error can occur when the updated license PIN doesn't save successfully.
Solution
Attempting to update your license PIN again may resolve this error. To do so, review the following:
- Complete the steps to change your license PIN on our website. After successfully updating your license PIN, you'll receive a confirmation message.
- If you continue to receive the "Firm ID and PIN do not match" error message after attempting to update the PIN again, contact our Support or Customer Support team.
Internal use only
If you are working with a Licensee or Delegate who can access the Manage Firm page and the license PIN will not successfully update, complete the following:
- Confirm that you are speaking with the License or Delegate, no other individuals at the firm are authorized to make changes to the license PIN information.
- Verify that customer received a "Your PIN has been updated as requested" confirmation message in the License PIN field on the Manage Firm page.
- If no, have the customer attempt to make the PIN change an the website again.
- If yes, check what the PIN is set to in EMS. To do so, navigate to Applications > License > License/Access PIN.
- Check the firm's CS Connect call logs to see the PIN number that the user entered.
- If the PIN listed in EMS matches the ZIP code, work with your department's Resolver to manually update the license PIN.
Scenario
You receive a "500 error" message on the website after attempting to submit changes to your license PIN.
Cause
After selecting
Save
or Save Changes
you receive an error message and your license PIN doesn't successfully update. This error can occur when, as the Licensee or Firm Delegate, your name appears more than once on your firm's contact list.Solution
Removing the duplicate contact records may resolve this issue. To do so, complete the following steps:
- Go to tax.tr.com and selectLog in. In the Access your web accounts section, selectSign infor CS Professional Suite, Onvio and then sign in using your Thomson Reuters ID.
- SelectManage Accountsin the My Firm section to open the Manage Accounts page.
- Mark the staff member's Thomson Reuters IDs you want to delete and selectDelete Selectedto complete your changes.
note
- If a Thomson Reuters ID has CPE credits associated with it, CPE certificates are no longer available after you delete the account.
- Any Admin Users listed with the role of Licensee or Firm Delegate assigned cannot be removed.
For help in removing contacts records with the Licensee or Firm Delegate role or CPE credits, contact our Customer Support team.
This article applies to:
- Product: Account management,Accounting CS,Engagement Manager,FileCabinet CS,Fixed Assets CS,GoFileRoom,GoSystem Tax RS,NetClient CS,Planner CS,Practice CS,UltraTax CS,Virtual Office CS,Workpapers CS
- Subject: Licensing