Account Setup & Access
Do clients need to register or can they access via email link?
Clients need to accept an invitation, which involves creating a new account and setting up Multi-Factor Authentication. Firms can also configure client requests to be accessed via single-use links or Multi-Factor Authentication.
Source: Setting up your client portal and enabling multi-factor authentication, Configuring Karbon for Clients: A Complete Setup Guide
Can clients bookmark/save the login link?
Yes, each firm has a unique login page for Karbon for Clients, allowing clients to log in directly. This unique URL can be bookmarked.
What happens if a client forgets their login?
Karbon Support can assist with accessing the portal, including login issues and account setup.
Security
Is 2FA (two-factor authentication) supported?
Yes, Multi-Factor Authentication (MFA) is supported and clients can set it up using an Authenticator App, Email, or Phone (SMS) for enhanced security.
How secure is document access (e.g., tax returns, IDs)?
Karbon for Clients offers secure document sharing, emphasizing enterprise-grade security, SOC 2 Type II compliance, and GDPR regulations. All data transmitted uses Transport Layer Security (TLS) protocol, and data at rest is encrypted with AES-256 bit encryption.
Client Experience, Document Sharing, and File Management
Is there document versioning, file size limits, or auto-deletion?
Clients can upload multiple files, but each individual file must be 200 MB or less. The total size of files attached to a client task can be up to 50 MB.
Is the portal fully functional on mobile?
Yes, the Karbon for Clients mobile app extends the capabilities of the client portal to iOS and Android devices, allowing clients to manage tasks, sign documents, and share files, all optimized for mobile use.
Source: Karbon for Clients Mobile App
Client Experience, Document Sharing, and File Management
Can documents be sent to the Portal without email?
Yes, documents can be directly uploaded to the Portal. The platform emphasizes secure document sharing without relying on email attachments.
Source: What is Karbon for Clients?
Is there document versioning, file size limits, or auto-deletion?
Clients can upload multiple files, but each individual file must be 200 MB or less. The total size of files attached to a client task can be up to 50 MB.
Source: Uploading and submitting documents
Which documents are visible in the Documents tab?
In general, the documents seen in the Documents tab are a combination of docs attached to requests sent to the contact, and documents manually shared between the client and the firm. There are, however, a few subtleties that need to be covered in detail.
What will be shown
Accounting data is sensitive, so we have taken a privacy-first approach designed to protect data and prevent accidental leakage where possible. The Documents tab is not just a simple shared folder where everyone who has access to the client sees the same things. The documents that will be shown depend on both who the client is and what access level they have. Multiple contacts may have access to the client, and they will not all necessarily see the same things.
Limited Access
Sees documents sent to them specifically. Contact A, working with Limited Access to Client X, will be able to see:
All documents attached to client requests for Client X sent to them specifically. That includes any documents:
Attached to task descriptions by the firm
Including in comments by any client contact
Included in external comments by firm users
Documents on completed approvals/signatures to which they were either:
Signatory, or
Viewer
Documents that they manually uploaded in the Documents section
Full Access
Can see everything sent or shared with the Client. Full Access contacts have broader oversight in the client. Contact B, with Full Access to Client X, will be able to see:
All documents attached to sent client requests for Client X, regardless of who they were sent to. Contact B does not need to be a named as a recipient.
Any completed approvals/signatures for Client X, whether they were named or not.
Any manual uploads by any client user to Client X.
Documents shared by the firm to Client X
What won't be shown?
Unshared firm uploads to Karbon Storage. Firm users have the ability to upload documents onto the Documents tab for any work item or client. Those will not be seen by client users unless explicitly shared with the client by the firm.
Why can't Limited Access users see Shared documents?
Because Limited Access is designed to only see data shared with them specifically, but that capacity doesn't yet exist for documents. We are considering other sharing options for the future. When the firm user shares a document they are informed that only people with Full Access will be able to see it.
What about historical documents/work from our old Client Requests?
Karbon for Clients is designed to provide access to historical data. Any documents which meet the above criteria should be available to relevant contacts in Karbon for Clients, even if they were shared before the contact was invited.
Is the Portal fully functional on mobile?
Yes, the Karbon for Clients mobile app extends the capabilities of the client Portal to iOS and Android devices, allowing clients to manage tasks, sign documents, and share files, all optimized for mobile use.
Client Roles, Permissions, and Groups
Is the portal assigned by client, contact, or group?
The portal is enabled for individual clients (firms invite clients), and then individuals (people) associated with that client are invited to access the client portal. Client Requests can be sent to multiple contacts.
What are “Limited access” users vs. Client Requests?
"Limited access" refers to a permission level that can be granted when inviting individuals to the client portal. "Client Requests" are specific tasks or information requests that accountants send to clients within the portal.
Features, Customization & Workflow Integration
Can reminders be set at portal level or just Client Request level?
Automatic client reminders are a feature of Karbon, and these reminders are primarily associated with Client Requests. Firms can choose the frequency of these reminders.
Source: Overview of Karbon for Clients
Support
Where do we send questions or support queries?
Clients can contact Karbon Support for technical assistance, often via an email address provided in troubleshooting sections. Firms can reach Karbon Support via "Help & feedback" in the main menu or via email.