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Remove a Forgotten Client Password in Lacerte Tax, Tax Planner, or DMS

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Intuit

Remove a Forgotten Client Password in Lacerte Tax, Tax Planner, or DMS

How do I remove a forgotten client password in Lacerte, Tax Planner, or DMS?
How do I remove a forgotten password on a return?

Solution

To unlock a password protected client by using the Unlock Protected Client File feature on the My Account website.

  1. Sign In to My Account.
  2. Click the Client Password Unlock hyperlink (Right side).
  3. From the Program: drop-down list, choose Tax Program.
  4. Choose the Program Type that corresponds to the client file you are needing to unlock.  (i.e. Individual, Partnership, Corporation, etc.)
  5. Enter the client number of the client file to be unlocked.
    • Note: The client number has to match the client number you have in your Lacerte database or the unlock code will not work.

PCG

  1. Click Submit.
  2. You will now see the code to unlock your client file. Take note of the code as you will have to enter it exactly as it appears in the Forgot Password dialog box. The code will expire at midnight the day it was generated.
  3. In the Lacerte Tax Program, right-click the client that you need to remove the password for and select Remove Password.
    • Note: If using the Multiple Clients unlock code, select the multiple clients on your Lacerte Client list first, and  right-click on one the clients and choose Remove Password
Remove Password
  1. Enter the code that was generated from the My Account Client Password Unlock utility and click OK.User-added image
If the Code Fails to Unlock the Client File:
  • Verify you have entered the code exactly as it appears in My Account Client Password Unlock utility. (Do not copy and paste from the website, this can cause issues)
  • Verify that the Customer Account Number on My Account is the same as the Lacerte Customer # in Lacerte.
    1. Click on Settings
    2. Click on Options
    3. Select the Firm Info tab
    4. Verify Lacerte Customer #
  • If you have multiple prep files installed make sure the Firm is set to 0, if the prep file is other than 0 the unlock code will not work. To verify the Firm is set to 0:
    1. Click on Settings
    2. Click on Options
    3. Select the Firm Info tab
    4. View the Firms from the left navigation panel the Firm is not set to 0. Login to that firm and try again.
  1. Open the DMS program.
  2. Note the Display Name of the client's folder in the Clients section on the left window pane.
  3. Sign In to My Account on the Lacerte website. NOTE: The account that is used to sign in to My Account must have Administrator privilege.
  4. Mouse over the My Lacerte tab and click Client Password Unlock.
  5. In the Program drop-down box, select DMS.
  6. Type the name of the client's folder (noted in Step 2) in the Path: field and then click the Submit button.  For Example, a client folder named Doe, John and Jane then enter Doe, John and Jane. NOTE: The entry that is made must be exactly as it appears in the Display Name column of the Clients section, including all punctuation and spaces.
  7. Record the generated code that appears.
  8. In the DMS program, click on the client's folder in the Display Name column under the Clients section.
  9. Click the Forgot Password link.
  10. Enter the code generated from the My Account Client Password Unlock utility into the Password Override field and click OK.
  1. Sign In to My Account.
  2. Mouse over the My Lacerte tab and click Client Password Unlock
  3. From the Program: drop-down list, choose Tax Planner.
  4. In the Client Plan box, enter the name of the Tax Planner file including the extension of the file.  For example, if the name of a 2010 tax plan file is A Partnership, then the full file name will be A Partnership.P10.
  5. Click Submit. You will now see the code to unlock your Tax Planner client file.  Take note of the code as you will have to enter it exactly as it appears in the Forgot Your Password dialog box.
  6. In the Tax Planner Program, click on the File menu and select Open.
  7. Select the client plan that needs to be unlocked and click Open.
  8. Click on Forgot Password
  9. In the Enter Unlock Code field, enter the code that was generated from the My Account Client Password Unlock utility and click OK.
The codes will expire at midnight the day they are generated. If the code fails to unlock the client files, please verify you have entered the code exactly as it appears in My Account Client Password Unlock utility.

If you are getting an Error Occurred message please try deleting cookies and cache, close out of all browsers and then try again. If the My Account Client Password Unlock Utility does not return any results (or gives an incorrect code), try to access it from a different web browser.

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