To unlock a Document Hub user who's been locked out, please follow the below steps:
Open the Client Details window for the client.
In the Related box, click the ellipsis by Document Hub
Highlight the required user and click Reset Password.
On the Attention window, click Yes to confirm the password reset.
Alternatively, the user can reset their own password by clicking Forgot Password on the Document Hub login page.
Open Document Hub or click the link in the activation email you received. This opens the Login page.
Click Forgot Password. This opens the Reset Password page.
In the Accountant’s Practice ID text box, enter the practice identification code.
In the Email Address text box, enter your email address.
At the Admin email? checkbox, choose from the following:
Select the Admin email? checkbox if you are resetting an Admin User’s password. This is required because an Admin User login could have the same email address as a Staff User login and choosing this option ensures you are resetting the password for the Admin User account.
Deselect the Admin email? to reset a Staff User’s password.
If you aren't able to unlock the Portal User, please raise a new case online and reference the title of this article.
On the case include the Client Ref, Portal User and email address of the client that has been locked out.