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Account management

Offline mode

Offline Mode lets you access CS Professional Suite desktop applications without an internet connection. Features that require an active internet connection (like web-based integrations, CS Connect, e-filing) are not available in offline mode.
To use offline mode, you need to either:
  • Pair your desktop application with an app like Auth0 Guardian for offline access.
    important
    • For UltraTax CS, this option is only available beginning in 2024.
    • You can only have 1 app paired with Offline Mode at a time.
  • Have another member of your firm generate a temporary password to use within 15 minutes.
  • Contact Support and have them generate a temporary password to use within 15 minutes.

Set up offline mode

Option 1: Pair your device with an authenticator app
  1. Open your application and sign in.
  2. In the application, go to
    • In Accounting CS or Workpapers CS, select
      Help
       then
      Activate Offline Mobile Authenticator
      .
    • In UltraTax CS, Fixed Assets CS, or FileCabinet CS, select
      Help
       then
      Repair
      . Open the
      Misc
       tab and select
      Mobile Authenticator
      .
  3. Follow the on-screen messaging to pair an authenticator app like Auth0 Guardian to your device. You'll add a new account to your app and use either a QR code or setup key to create the connection.
  4. Enter the code generated by your authenticator in the field.
  5. Select
    Activate
     when you finish pairing.
Option 2: Have another staff member generate a temporary password for you
  1. In the application, go to
    Temporary Password for Offline Mode
     to generate a temporary password.
    • In Accounting CS, Workpapers CS, or Practice CS, go to
      Help
      , then
      Generate Offline Temporary Password
      .
    • In UltraTax CS or FileCabinet CS, go to
      Help
      , then
      Repair
      . Open the
      Misc
       tab and select
      Generate temp password
      .
  2. Select
    Generate Temporary Password
    .
  3. Select
    Copy
    .
  4. Provide the password to another staff member of your firm.
    note
    The temporary password expires after 15 minutes.
Option 3: Have support generate a temporary password.
Contact our Support team to receive a temporary password.
note
The temporary password expires after 15 minutes.

Use offline mode with the paired app or temporary password

  1. Without an active internet connection, open a CS Professional Suite desktop application.
  2. At the Something Went Wrong page, select
    Work offline
    .
  3. Enter the authentication code that was provided by the authentication app or the password that was provided by your colleague or support.
  4. Select
    Continue
     to sign in.
Internal use only.
We recommend that customers ask a colleague in their firm to generate a temporary password for them. If this is not possible, they can contact Support to request a temporary password for offline mode. A consultant can create a temporary password for offline use. These passwords are handled like any other password reset:
Step 1: Confirm the contact role assigned in EMS
For Thomson Reuters ID (TRID) accounts, an "L" or "Z" indicates the individual is a Licensee or Designee respectively. If the user does not have any of these codes listed in their contact role, stop and refer them to an established Administrator.
We can also provide passwords to Onvio Primary Administrators.
Step 2: Confirm the identity of the caller
To verify the caller's identity, choose one of the following:
  • Confirm the License PIN and physical address of the firm in EMS
  • Have the caller email the License PIN to you
Note:
If you are unable to complete the steps listed above, the firm Admin or Licensee can send you a Letter of Consent. Per Thomson Reuters policy, due to the authority associated with this type of account, a letter must be obtained to validate the request for a password reset. Confirm the five elements defined below are included in this communication. Obtain this letter before reaching out to the Resolver to receive a temporary code.
  1. The letter must come from the Firm Administrator, Licensee, or Delegate in EMS or Flash to request the temporary code for the firm administrator.
  2. The letter must be on company letterhead.
  3. The letter must contain today's date.
  4. The letter must contain a statement that, "I, (insert name here), the [Administrator/Licensee/Delegate] for (insert Firm ID), request a password reset for [Name]'s user account, (provide login name for Firm Admin account)."
  5. The letter must bear a signature of the requesting individual.
  6. Forward the letter to the Product Excellence team and current Resolver, then continue to step 3 of this article. The Product Excellence email address is internal-only. Don't share it with customers.
Step: 3 Request a temporary password
  1. Enter a Resolver Queue request with the License PIN in the Topic field to reset the password.
  2. If a temporary password is generated, email it to the email address on file for the customer requesting the reset. If the primary admin cannot access their email because we host it, you can provide an alternate email address.
note
There are 2 other options you can consider:
  • If the licensee has the PIN but can't access the Internet to email, they can provide the License PIN and physical address over the phone.
  • If the customer lacks both the PIN and internet access to reset, they can verify their identity by providing the last 4 digits and expiration date of the credit card on file. You can check this information in MKT by viewing it as the customer.

Verify credit card information in MKT

  1. Access the Internal Tools page within Help and Support.
    3. Select
      Quick links for Tax & Accounting and Corporates
      .
    4. Search for
      MKT and
       open the Internal: Manage Secure Data Exchange on MKT article and select the MKT link in step 1.
OR access the direct link to MKT.
  1. Once in MKT, select the
    Individuals
     tab, enter the FIRM ID and select
    VIEW FIRM
    .
  2. Find the name of the Licensee or Delegate, and select the customer view button next to them.
  3. This opens the MKT Web Tools page.
  4. In the
    MY ORDERS & PAYMENTS
     section, select
    Manage Payment Options
    .
  5. In the Card number column, you can see the last 4 digits of the credit card and verify it matches with what the customer provided you in Payment Options.