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CS Professional Suite licensing

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 Change license PIN option on the Self-Service Portal overview page with sign in credentials

Scenario

After signing in to your Self-Service Portal with your Thomson Reuters account, the
Change license PIN
 option doesn't display on the Overview page.

Cause

This can occur when the sign in 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.
On your Self-Service Portal Overview page, you will have a section named
Licensee
. This will show you your firm's licensee or delegate.
If you are your firm's Licensee or Firm Delegate
 and don't have an account yet, follow the instructions to create an account.
Internal use only

Internal troubleshooting duplicate accounts for Customer Support

  2. In EMS, verify that this matches the Licensee's contact information. If the email addresses don’t match, this is a potential red flag -
    don’t
     provide the correct email address.
  3. Check to see if the Licensee's name is listed more than once on the contact list.
  4. If yes
    , submit a request to merge the duplicate contacts
    If 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:
Internal use only
If you are working with a Licensee or Delegate who can access the
Manage Firm
 page and the license PIN won’t successfully update, complete the following:
  1. 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.
  2. Verify that the customer received a message confirming the license PIN was successfully updated.
    • If no, have the customer attempt to make the PIN change on the website again.
    • If yes, check what the PIN is set to in EMS. To do so, go to
      Applications
      License
      License/Access PIN
      .
  3. Check the firm's CS Connect call logs to see the PIN number that the user entered.
  4. If the PIN listed in EMS matches the ZIP Code, work with your department's consultant.

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.
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 can't be removed.
For help with removing contact 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