Getting Started
Q: If I don’t set up a Client Portal, can I still review my accountant’s requests?
Yes, even if you choose not to set up a Client Portal, you can still review your accountant's requests. You will receive a direct link via email to access and review your requests.
Simply click on the link to view the request details without needing to log in or set up a portal.
And you'll be taken to your Requests.
Note: If your accountant requires you to use a Client Portal, you will need to create a login to access your requests. Follow this article to learn how to set it up. When you attempt to access your Checklist, you'll be taken to a page that looks like this:
Q: How do I accept my accountant’s invitation to Karbon for Clients?
When your accountant sends an invite, you’ll receive an email. Click the link in the email and follow the steps to create an account and set up Multi-Factor Authentication (MFA).
Please see Setting up Your Client Portal and Enabling Multi-Factor Authentication for more information.
Q: Can I access Karbon for Clients on my phone?
A: Yes, you can access Karbon for Clients through a web browser on your mobile device
Using the Portal
Q: What kinds of documents can I upload to Karbon for Clients?
You can upload any documents related to the tasks assigned by your accountant. This can include PDFs, Word files, Excel spreadsheets, and images, depending on what your accountant requests. To upload a document, go to the task list, click on + Upload, and choose the document to submit.
Q: How do I upload a document my accountant requested?
To upload a document your accountant requested, follow these steps:
Open the email notification from your accountant.
Click on Manage Checklist to access your task list.
In the task details, go to the Documents section.
Click + Upload to add the document.
Review the task details to ensure everything is complete and click Mark as Complete to submit your response.
Q: Can I download documents that my accountant shares with me?
Yes, you can download documents that your accountant shares with you. In the Documents section of your task, simply click on the document to preview it, and you’ll have the option to download it to your device.
Account & Security
Q: Is my information secure in Karbon for Clients?
Absolutely. Your data is protected with enterprise-grade security at every step, so you can feel confident that your information remains safe. Karbon is SOC 2 Type II compliant, which means we undergo rigorous third-party audits to ensure the highest security standards.
We also comply with GDPR regulations, protecting your privacy and giving you control over your data. With automatic data backups, industry-leading security technologies, and strict policies in place, Karbon ensures that your information is always secure, confidential, and accessible only to those authorized.
Your privacy and security are our top priorities, giving you peace of mind while working with your accountant.
Q. What does "Access not available" mean?
If you see a message that says "Access not available" when trying to log in, there are a couple of reasons why this might happen:
Account not connected to your accountant's invitation
This can happen if you created your account without using the invitation sent by your accountant. For example, if you clicked a link to the login page and accidentally created an account without following the email invitation from your accountant.
How to resolve it:
If you’ve received an invitation from your accountant, simply click on that invitation to connect it to your existing account and follow the steps provided.
If you didn’t receive an invitation, please reach out to your accountant and ask them to resend it.
Account with no active connections
If your account was connected to your accountant but the connection was removed (perhaps your accountant disconnected you, or your client/contact information was deleted), your account will still be open, but it will no longer show any relevant information.
How to resolve it:In this case, please contact your accountant to check why the connection was removed and get assistance in reconnecting.
Need Help?
If you're experiencing technical difficulties or something isn’t working as expected, please reach out to the Karbon Support team at support@karbonhq.com.
To help us assist you quickly, please include the following details in your email:
The firm or accountant you’re working with
Your name
A description of the issue, including any error messages, screenshots, or recordings (if possible)