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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.

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:

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:
  1. Go to tax.tr.com and select
    Log in
    . In the Access your web accounts section, select
    Sign in
     for CS Professional Suite, Onvio and then sign in using your Thomson Reuters ID.
  2. Select
    Manage Accounts
     in the My Firm section to open the Manage Accounts page.
  3. Mark the staff member's Thomson Reuters IDs you want to delete and select
    Delete Selected
     to complete your changes.

This article applies to:

  • Product: UltraTax CS
  • Subject: Licensing
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