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Help with common Client Center sign-in issues

If you can't sign in to Client Center, review these common issues and their solutions. If none of the suggestions help, please contact your accountant. To learn more about registering and using your Client Center account, see the video Register and use your client portal.

Incorrect email address or password

Client Center 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 1 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 Center 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 enter your password slowly to ensure that there are no mistakes.
  3. Reset your password.
     If you don't know your password, select the
    Reset Password
     link on the sign-in page. Enter the address where you received your registration email and select
    Reset My Password
    . You should get an email with instructions for resetting it.
    note
    The password reset option doesn't check that the email address you enter is registered, so if you enter an email address that isn't registered, you won't get the password reset instructions.

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, add
    Onvio
    to your safe sender list so you don't miss future emails.
  2. Re-send the email.
     On the Client Center sign-in page, select the
    Reset Password
     link and re-enter your registered email address. The email address needs to match the one where you received the Client Center 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 won't 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.

Two-step verification issues

Two-step verification provides an additional layer of security through the use of a mobile app, text, phone call, or email when you sign in to Client Center. Your accountant can require two-step verification or make it optional.

This article applies to:

  • PRODUCT: Onvio
  • Audiences: Client