Skip to main content

Legal

Tax & Accounting

Trade & Supply

Risk & Fraud

News & Media

Books

Developers

Sign into FileRoom

Troubleshoot: Issues signing in to SurePrep FileRoom

In certain instances, you may experience issues logging in to SurePrep FileRoom. Depending on the issue, you may be able to resolve the issue based on the error that appears when you attempt to sign in.
You can troubleshoot the following issues:
  • Incorrect Password / Miscellaneous
  • Incorrect Password (Account Locked)
  • Location Restriction (IP Authentication)
  • The firm does not use Single Sign-On (SSO)

Incorrect password/miscellaneous

You will see the following message if the FileRoom sign in credentials are incorrect or there is a miscellaneous error:
Sign in failed. Try again.
Solution
Verify that
Firm ID
,
Username
, and
Password
 are entered correctly. If you forgot your
Firm ID
 and/or
Username
 then contact your Firm System Administrator. The
Password
 field is case-sensitive. Verify the password is capitalized correctly.
If you forgot your FileRoom password, then use the password reset feature.
Go through the following checklist. If you are still unable to resolve your issue then contact SurePrep Support.
Sign checklist
  • Entered all 3 correctly:
    • Firm ID
    • Username
    • Password
    .
  • Have an administrator user confirm that your account is NOT disabled in FileRoom.
    Admin
    Users
    User Management
    Status
    .
  • Have an administrator user confirm you have permission to access the SurePrep FileRoom.
    Admin
    Users
    User Group Management
    Permission
    . .
  • If your firm uses multiple domains, then make sure you entered the correct Firm ID that correlates to your username and password.
    e.g BL-01 (Firm ID) -> Paul.Preparer (Username) 
    e.g BL-02 (Firm ID) -> Paul.P (Username)
  • Make sure your Firm ID has only 1 hyphen(-).
    For example, BL
    -
    01 and not BL
    --
    01
  • Make sure your firm doesn't require you to sign in using your firm credentials via SSO. For firms using SSO, select the
    SIGN IN WITH SSO
     button.

Incorrect password (account locked)

If you enter an incorrect password 5 successive times for a user name, then you will be locked for 30 minutes. The following message will appear at the top of the sign in window informing you that the account has been locked:
Your account has been locked since you have exceeded the permissible number of attempts to sign in. Try again after 30 mins or contact your firm's system administrator to re-activate your account.
Solution
If your account is locked, then you can wait 30 minutes then try again. However, if you forgot your account password or if your account is locked, then you can use the password reset option to create a new password.

Location restriction (IP Authentication)

If your firm enables IP Authentication restriction, then you can only sign in from IP addresses approved by your firm. You will see the following message when attempting to sign in from an unauthorized location:
Access to SurePrep is not available from this location. Contact your firm's system administrator or contact SurePrep Support support@sureprep.com for further assistance.
Solution
Contact your Firm System Administrator to add your IP address location to the allowlist in
Account Admin
.

The firm doesn’t use Single Sign-On (SSO)

The FileRoom sign in page lets you sign in using your sign in credentials (username and password) or through SSO for firms that support it. If you attempted to sign in using SSO(
SIGN IN WITH SSO
 button), you will see the following error message if your firm doesn’t support SSO.
Solution
Make sure you entered the correct Firm ID and that your firm supports Single Sign-On (SSO).
If your firm doesn’t support SSO, then go back to the main sign in page, then sign in using your firm's username and credentials. If your firm doesn’t use SSO, and you forgot your password then you can sign in by resetting your password.
You may also see the following error message if a user already exists with the same username. Contact your Firm System Administrator or SurePrep Support to resolve this issue.

This article applies to:

  • PRODUCT: SurePrep
  • Subject: User account

Related Content

Chat now

error-icon

Triva isn't available right now.

Check out the support page for our phone number and hours

error-close