Common

Client Centre login and security overview

If you can't sign in to Client Centre, review these common issues and their solutions. If none of the suggestions help, please contact your accountant.

Incorrect email address or password

Client Centre access requires a unique username and password. Your username is the email address where you received your registration email. If you see a notification that you entered the incorrect email address or password when attempting to sign in, follow these steps.
  1. Confirm your username.
     If you have more than one email account, check the inbox for each one to locate your registration email. The email sender is Onvio, and the subject line includes your accountant's name and the phrase, "Register your Client Centre Account." When you sign in, make sure you enter the full email address, including the part after the @ symbol.
  2. Enter your password properly.
     Make sure Caps Lock is turned off and type your password slowly to ensure that there are no typos.
  3. Reset your password.
     If you don't know your password, you can click the Reset Password link on the sign-in page. Enter the address where you received your registration email and click Reset My Password. You should get an email with instructions for resetting it.
    note
    The password reset option does not check that the email address you enter is registered, so if you enter an email address that is not registered, password reset instructions will not be sent.

Password reset email not received

If you don't receive the password reset email, follow these steps.
  1. Check your spam or junk folder.
    The email sender is Onvio and the subject is Reset Your Thomson Reuters ID Password. If the message is in your spam or junk folder, we recommend adding Onvio to your safe sender list so you don't miss future emails.
  2. Re-send the email.
     On the Client Centre sign-in page, click the Reset Password link and re-enter your registered email address. The email address must match the one where you received the Client Centre registration email. The email sender is Onvio and the subject is Reset Your Thomson Reuters ID Password. If you enter a different email address in the Reset Password panel, the instructions will not be sent.
  3. Wait a few minutes and then check your email again.
    The email may take several minutes to be delivered.

Password is not valid

If you receive the notification "Please provide a valid password" when registering your account or resetting your password, check the password requirements. Enter a password on the registration or password reset page that meets the requirements.

Multi-factor authentication issues

Multi-factor authentication (MFA) provides an additional layer of security through the use of a mobile app, authenticator card, or printed access codes when you sign in to Client Centre. Your accountant can require MFA or make it optional.

This article applies to:

  • PRODUCT: Onvio
  • Audiences: Client