Why is Account Hub saying my username does not exist?

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If you are trying to reset your password for your Account Hub and you get the message "Username does not exist or does not have access to this application," there are a few things you can check before calling support.

Are you at your correct Account Hub website?

Being at the wrong website is the most common reason a username error appears. Ensure you are at the correct website: taxplus.taxofficemanagement.com or for offices with their own customization, [yourcustomprefix].cloudtaxoffice.com. At the top of the website you'll see "Log in to Account Hub".

Have you spelled your username correctly?

Ensure you haven't mistyped your username. Uppercase and lowercase don't matter, but even if it is one character off, the website will not recognize it.

Has your username recently changed?

If you have recently obtained a new Tax Processors Plus account, or branched off from another tax office to your own tax office, your username more than likely has changed.

Ensure you are using your current username when completing the Forgot Password/Password Reset process.

Do you have a login to Account Hub or only to Tax Processors Plus Online?

Account Hub and the online tax software use different access permissions. If your office has given you an online software login, use Tax Processors Plus Online or the office-specific link supplied by your administrator. Ask your office administrator if you also need Account Hub access.