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.
Can access be limited to one-time vs. full-time?
When inviting individuals to access the client portal, firms have options to grant "limited or full access."
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.
Are there push notifications via mobile app?
Yes, the Karbon for Clients mobile app provides "real-time updates and smart notifications" and supports "multi-channel communications" including "push notifications" and "in-app notifications."
Source: Karbon for Clients Mobile App
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 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.