User issues when logging in to Access Tax
The Authenticator App code does not work.
User has a new mobile device.
Error: 'Your account has been locked. Contact Access Customer Support and then try again'.
Error: 'The e-mail address entered is not linked to an Access account. Please check the email address and try again'.
User not receiving the Access Tax activation emails.
User cannot see any clients.
Slowness or disconnection of service.
Important: Cases must be raised by a named contact according to your Customer Success Plan. For assistance required to unlock accounts or reset MFA, raise a new case and include:
the full name and email address of the user.
Support cases raised during service hours receive prompt attention. Any cases raised outside of service hours will be addressed on the next business day.
The Authenticator App code does not work
Check:
the time on your computer is correct per your location.
the time on your computer must match the time on the mobile device.
If the computer and mobile device times match, your MFA will need resetting. Raise a case with Access Support to reset the MFA. When the user next logs in, they will be prompted to scan a new QR code in their Authentication App.
User has a new mobile device
Raise a case with Access Support to reset the MFA, then advise the user to apply the new MFA code on their next log in.
Error - Your account has been locked. Contact Access Customer Support and then try again
The error message occurs when there are too many log in attempts with an incorrect password, raise a case with Access Support.
Error -The e-mail address entered is not linked to an Access account. Please check the email address and try again
Check the email address is correctly spelt.
If the spelling is incorrect, re-enter correctly.
If the spelling is correct, this indicates the email address has not been registered for Access Tax.
Log into https://handitaxcloud.handisoft.com.au/ then click Register for free.
Note: The Access Tax activation email link is valid for 24 hours. If a user does not activate their account from the emailed link, a new activation email is required.
If your email has been entered previously, you can click Resend Activation Email.
If your email has never been used, check all email inboxes for the activation email.
User not receiving the Access Tax activation emails
Check all email inboxes for the activation email, including the junk inbox.
Check the users Microsoft quarantine email address using this link https://security.microsoft.com/quarantine?viewid=Email.
If Microsoft quarantine does not contain the activation email, raise a case with Access Support.
User cannot see any clients
Where users have successfully logged in to Access Tax, but no client list displays, the user will need to be added to the practice by the Administrator. See adding a new user for instructions.
Slowness or disconnection of service
On each computer experiencing slowness or disconnection, go to Run.
Type in CMD then press enter, then type in tracert handitaxcloud.handisoft.com.au.
Then press enter.
If you have not yet raised a case, raise a new case with support online.
Attach the output /screenshot to your support case for further investigation.