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Removing a forgotten client password in Lacerte, Tax Planner or DMS

SOLVED•by Intuit•33•Updated October 13, 2023

You want to remove a forgotten client password or a forgotten password on a return in Lacerte, Lacerte Tax Planner, or Document Management System (DMS).

Removing a forgotten client password

Select the items below for step-by-step instructions on unlocking a password protected client in My Account:

  1. Sign in to My Account.
  2. From the left column, select Dashboard.
  3. From Helpful Resources on the right, select Client Password Unlock.
  4. For the Program choose Tax Program. 
  5. For Program Type choose the Tax Type of the client needing unlocked.
  6. If unlocking a single client enter the Client Number and click Submit.
  7. If unlocking multiple client check the Multiple Clients? checkbox and click Submit.
  8. Save the code provided. You'll need this in Lacerte.
  9. Open Lacerte and select the clients you need to unlock.
    • If you are unlocking multiple returns at once you must select multiple clients from the Client List for your unlock code to work.
  10. Right click and choose Remove Password.
  11. Enter the code from step 8 in the Enter Unlock Code field.

If the code didn't unlock the client file:

  • Make sure you've entered the code exactly as it appears in the My Account Client Password Unlock utility. (Don't copy and paste from the website, as this can cause issues)
  • Make sure that the Customer Account Number on My Account is the same as the Lacerte Customer number:
    1. Select Settings.
    2. Select Options.
    3. Select the Firm Info tab.
    4. Under Firm Information, review the Lacerte Customer number.
  • If you've installed multiple prep files, make sure the Firm is set to 0; if the prep file is other than 0, the unlock code won't work.
    • To make sure the Firm is set to 0:
      1. Select Settings.
      2. Select Options.
      3. Select the Firm Info tab.
      4. Under the Firm panel view, check that the Firm is set to 0.
        • If it isn't, sign in to that Firm and try again.
  1. Sign in to My Account.
  2. From the left column, choose Dashboard.
  3. From Helpful Resources on the right, choose Client Password Unlock.
  4. Choose DMS for Document Management System.
  5. Enter the Path to your database.
  6. Save the code provided. You'll need this in Document Management System.
  7. Open DMS and double-click on the client you need to unlock.
  8. Click on Forgot Password.
  9. Enter the code from step 6 in the Password Override field.
  1. Sign in to My Account.
  2. From the left column, choose Dashboard.
  3. From Helpful Resources on the right, choose Client Password Unlock.
  4. For Program Type choose the Tax Planner.
  5. In Client Plan enter the Plan Name from Tax Planner and click Submit.
  6. Save the code provided. You'll need this in Lacerte Tax Planner.
  7. Open Lacerte Tax Planner and double-click the plan you need to unlock.
  8. Click on Forgot Password.
  9. Enter the code from step 5 in the Enter Unlock Code field.

If you get an Error Occured message, delete your cookies and cache and close out of all browsers before trying again. If they My Account Client Password Unlock utility doesn't return any results (or gives an incorrect code), try to access it from a different web browser.

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