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 is not receiving the Access Tax activation emails.
The user cannot see any clients.
Slowness or disconnection of service.
Important: Digital Assistant conversations must be raised by a named contact according to your Customer Success Plan. For assistance required to unlock accounts or reset MFA, log in to MyAccess and choose 'Ask a Question' and include the following in your conversation:
the full name and email address of the user.
Conversations raised during service hours receive prompt attention. Any conversations 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 to be reset. 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 login.
Error - Your account has been locked. Contact Access Customer Support and then try again
The error message occurs when there are too many login attempts with an incorrect password, contact Support for assistance.
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 correct.
If the spelling is incorrect, re-enter it correctly.
If the spelling is correct, this indicates the email address has not been registered for Access Tax.
Log in to 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 is not receiving the Access Tax activation emails
Check all email inboxes for the activation email, including the junk inbox.
Check the user's Microsoft quarantine email address using this link https://security.microsoft.com/quarantine?viewid=Email.
If the 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.
Press enter.
Save the output or take a screenshot.
If you started a conversation with the Digital Assistant in MyAccess, type, 'speak to someone' to be escalated to the support team.
The support specialist assigned to your conversation will send a private link for you to attach the output for further investigation.