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Troubleshooting

Update firm name information

Has your firm name, address, or phone number changed? If so your firm's designated Licensee can review and submit changes via the My Account page on our website. Who is a Licensee?
use certain roles to define the relationship between us and you for software products, such as the role of licensee. The licensee serves as account administrator and has the legal right to the client data entered in the software. A licensee is responsible for managing the client relationship with us, including notifying us of any firm demographic or name changes, managing security requirements, and responsibility for data entered in the software.
note
If you don’t need to change your firm name, but only need to change demographic information, you can directly change this in Onvio under
Setup
Firm Settings
Firm details
.
Requesting changes to your firm name
To submit a request for changes, as the licensee, complete the following steps.
  1. Visit the My Account page on our website and sign in to your CS Web account.
  2. Select the
    Manage Firm
     link in the
    My Firm
     section to open the
    Firm Information
     page.
    Manage Firm
  3. Enter your new name and select
    Save Changes
     to submit your changes. Before saving changes to address information, mark the applicable checkboxes for the change of address.
    Save Changes
  4. On the confirmation screen the requested changes submitted appear as
    pending change, please allow 24-48 hours for us to review your request. You will receive a confirmation email after your request has been reviewed with additional instructions.
    Pending Change
Internal use only
Change of firm name and/or address requests must be placed through our website by the firm's designated licensee/firm delegate
.
The firm name change will prompt an automated email the next day, which is then updated by the Onvio platform team. If changes are incorrect or haven’t been made after 48 hours, email Derek Day and Anisha Nath to resolve.
We can't accept requests to change firm name or address information over the phone. This protects customers against un-authorized individuals making these changes. The only authorized contact to change the address is a Licensee or Delegate. In Flash and EMS, a contact that is a Licensee or Firm Delegate will have an "L" or an "Z" listed in their contact roles. For details about Flash and EMS contact role codes, see Internal: Flash & EMS contact role codes.
If nothing happens when selecting
Manage Firm
 link in
My Account
, the sign in used doesn’t have licensee or delegate rights.
After submitting a request,
 and if the firm is in a MOR/Office Share or International, the Customer Support department will review the request and make the changes. The turn-around time is typically 24-48 business hours. Once the changes have been made a confirmation email will be sent instructing the external customer to download an updated license.
Firms that are not in a MOR, Office Share, or International will have their address automatically updated in EMS and licenses sent to CS Connect in approximately 30 minutes showing the updated change.
In the case of a firm merge, split, or acquisition the EFIN is owned by the firm and assigned by the IRS. The EFIN will generally stay with the firm name it was assigned to, and the new entity has to apply for a new EFIN with the IRS. If a firm goes 2 years without e-filing, the EFIN is turned off.
All Customer Success representatives
 can check the status of a firm name change using MKT using the following steps:
  1. Open the firm ID in MKT in the Firm Tab.
  2. Ensure you have access to the Firm Name History widget.
    1. Open MKT
    2. Select the
      Firm
       tab
    3. Select
      Show Additional Applications
    4. Select
      Firm Name History
       to add the widget
  3. Review if a new firm name is indicated in the
    New Name
     field. The upper left corner of MKT will display the current name in EMS.
    • If there is a mismatch in names, Customer Service hasn’t yet changed the name.
      mismatchedfirmname
All Customer Success Representatives
 can see the same information in EMS using the following steps:
  1. Open the
    firm ID
     in EMS.
  2. Select the
    Primary Phone
     button in the
    Firm Information
     screen.
  3. Select
    Name History
     to open the recent firm name change history. It will indicate the previous and new firm names, who requested the name change in the firm, who updated EMS, and when.
  4. Select
    Close
     to exit to screen.
Preparer block limitations
EMS reflects the address limits allowed for a tax return. The address limits are as follows:
Item
Number of Characters
Firm Name
40
Address
30
City
20
State
2
Zip
9
Phone number
12
note
  • EMS doesn’t allow combining the city, state, or zip fields into one.
  • To edit an international address, select the country from the country drop-down before entering the city and zip .
  • PO Boxes are not allowed in
    Physical
     or
    Shipping
     address fields.

This article applies to:

  • PRODUCT: Onvio
  • Audiences: Staff