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Removing a forgotten client password

SOLVEDby IntuitDocument Management System20Updated July 27, 2021

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. Under the Helpful Resources menu, Select Client Password Unlock.
  3. From the Program: dropdown menu, select Tax Program.
  4. From Program Type dropdown menu, select the return type you need to unlock for your client file.
  5. In Client Number, enter the number for the client file you need to unlock.
    • The client number must match the client number in your Lacerte database or the unlock code won't work.
  6. Select Submit.
  7. You'll see a temporary code to unlock your client file. 
    • Keep the code on hand, as you'll need to enter it in the Forgot Password window.
    • The code will expire at midnight the day it generates.
  8. In Lacerte, right-click the desired client and select Remove Password.
    • ​If you're using the Multiple Clients unlock code, select multiple clients on your Lacerte client list first, then right-click on one the clients and select Remove Password.
  9. In the Enter Unlock Code field, enter your Client Password Unlock code and select OK.

If the code doesn'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. Under the Helpful Resources menu, Select Client Password Unlock.
  3. From the Program: dropdown menu, select DMS.
  4. In the Path field, enter your client's folder name. To get your client's folder name:
    1. Open the DNS program.
    2. Under the Clients panel, copy the Display Name of your client (not the Client No.).
      • When entering the Display Name into the Path field, the entry must be exact.
      • For example, if your client's Display Name is Doe, John, enter Doe, John into the Path field.
  5. You'll see a temporary code generate to unlock your client file. 
    • Keep the code on hand, as you'll need to enter it in the Forgot Password window.
    • The code will expire at midnight the day it generates.
  6. In the DMS program, select the client's folder in the Display Name column under the Clients section.
  7. Select the Forgot Password link.
  8. Enter the code generated from the My Account Client Password Unlock utility into the Password Override field and select OK.
  1. Sign in to My Account.
  2. Under the Helpful Resources menu, Select Client Password Unlock.
  3. From the Program: dropdown menu, select 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. Select Submit.
  6. You'll see a temporary code to unlock your client file. 
    • Keep the code on hand, as you'll need to enter it in the Forgot Password window.
    • The code will expire at midnight the day it generates.
  7. In the Tax Planner Program, select the File menu and then Open.
  8. Select the client plan you want to unlock, then Open.
  9. Select Forgot Password
  10. In the Enter Unlock Code field, enter your Client Password Unlock code and select OK.

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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