Portal FAQ

Catalano Caboor & Co.'s Client Portal – Powered by Thomson Reuters ®

Portal FAQ

What is a portal?

  • Portals offer a secure way to get immediate access to information and tools online. With it, you can upload and retrieve your tax information and documents electronically 24 hours a day, seven days a week from any computer with a high-speed internet connection.

Why should I use the client portal?

  • It is easy to use and you can access this portal from our website 24/7
  • It is free
  • It is secure
  • It is convenient – upload and retrieve tax documents and tax returns anytime

How do I login to client portal?

or

  • Visit our website home page catboor.com and click on the Client Portal Login Link in the upper right corner. Use your username and password to access your account.

I cannot remember my password, how can I reset it?

  • On the client portal login screen, click the Forgot password link.
  • Enter your email address, and click the Send button.
  • The client portal application will send you an email message that contains a temporary password which you can use to login.
  • Once successfully logged in you will be prompted to create new password.

I am getting a message saying "Your account has been locked out and you are unable to log in. Please contact your administrator." When trying to log into my client portal.

  • An email is sent to the account holder to the email address linked to the account which provides a link to unlock. To unlock the account, follow the link in the email or allow 24 hours for the account to unlock on its own. You may need to check your spam folder if you do not see the email in your inbox.

What is MFA?

  • Multi-factor authentication (MFA) adds another layer of identity verification to your sign-in process so your protection against hacking and fraud attempts is stronger and more secure than a simple password.

How do I find the Thomson Reuters Authenticator app?

How do I install the MFA on my mobile device?

  • Tap the App Store/play store icon.
  • Tap the Search button and enter "Thomson Reuters Authenticator" in the search bar.
  • Tap the Get button and follow the prompts to install it on your device.
  • Tap Open to launch the Authenticator app.
  • Tap Allow to enable notifications, which allows the Authenticator app to display sign-in requests on your device.
  • Proceed to the Pair your MFA device to your account section in this article and pair your mobile device with your login credentials.

Watch Install Mobile App Video Tutorial

How do I pair my MFA device to my portal account?

  • Begin logging into your portal account, entering your Login and Password
  • Select Get Started
  • When prompted to choose an MFA method, select either Use Thomson Reuters Authenticator or Use a third-party multi-factor app.
  • Select Next.
  • Select Next again if you have already installed an MFA app.
  • On the Scan Code screen, open your mobile app and tap Settings > Scan QR Code (or the plus sign) to open your device's camera to scan the QR code. If you need to enter a code instead, the setup wizard will time-out and give the option to do this.
  • After pairing via QR code or entering a code, your computer will say the pairing is successful and you will be able to name your now-paired device. This is helpful if you pair multiple devices to your account.

How do I add an additional or new MFA device to my account?

  • Download the MFA app onto your new/additional device
  • Log into your client portal and open the account options menu by clicking on your name in the upper right corner
  • Click on the Manage Multi-Factor Authentication option
  • Click on the Add Option button
  • Pair your MFA device to your client portal
    • On the Scan Code screen, open your mobile app and tap Settings > Scan QR Code (or the plus sign) to open your device's camera to scan the QR code. If you need to enter a code instead, the setup wizard will time-out and give the option to do this.
  • After pairing via QR code or entering a code, your computer will say the pairing is successful and you will be able to name your now-paired device. This is helpful if you pair multiple devices to your account.

I got a new phone and am no longer receiving the code/ notification for the MFA.

NOTE: We can only generate a code if you have previously set up the MFA.

  • Once you successfully login using the temporary code you will need to reset the MFA

How do I send/upload files?

  • On the home screen of your client portal, click the File Exchange link.
  • In the File Exchange screen, click any of the five folders to which you will upload the file.
  • Click the Upload icon.
  • Do one of the following.
    • Click the Add files button, navigate to the files you want to upload, select them, and click the Open button. After you add all of the files that you want to upload, click the Start upload button.
    • If your internet browser supports HTML 5, the words "Drag files here" appear in the upload section. You can upload files by opening Windows Explorer, navigating to the files you want to upload, selecting the files, and dragging the files to the file list. After you add all of the files that you want to upload, click the Start upload button.
    • If the files you need to upload are in Dropbox, click Choose from Dropbox at the bottom of the upload dialog, navigate to and select the files you want to upload, and click the Choose button.

Is there a file size limit?

  • Yes, uploaded files cannot exceed 2 gigabytes (GB). If you upload multiple files, the size of each file must be 2 GB or less.

Are there file type restrictions?

  • Yes, file folders may not be uploaded unless they are converted to compressed zip files.

Why won’t my file upload?

  • If your file name has the special characters it may prevent the file from uploading. Special Character include but are not limited to \ / : * ? “ < > 

Why can I not upload additional documents to my Client Organizer?

  • The tax organizer can only be submitted one time. If you have already clicked the Send to Preparer button no additional information can be uploaded or added to it.
  • If you have additional information it can be uploaded to the File Exchange portion of your client portal.