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Company file activation and confirmation should be quick and painless processes that happen online, behind the scenes.

If something is going wrong, check the list below for a solution.


Error: "Maximum number of company files activated"

This means you've already activated the maximum number of company files allowed under your licence entitlement. So first, make sure you're trying to activate the correct file.

If it's the right file, you'll need to either:

  • deactivate one of your other company files, or
  • buy an additional company file (for pricing details, check our website - click the FAQs tab here: AustraliaNew Zealand).

We're here to help with either of these options, so Live Chat with our support team.

Learn more about this error.

Error: "Connection error" or

Error: "Unable to connect to the online confirmation service"

This error appears if there's a problem with your internet connection. If your internet connection seems fine (you can open web pages or send and receive emails), there might be antivirus or firewall software on your computer preventing the connection. Try temporarily disabling your antivirus or firewall software and attempting the activation / confirmation again.

See your antivirus and firewall software help to learn how to temporarily disable the software. Once you've activated or confirmed, you can re-enable the software.

If the issue persists, we're here to help. Live Chat with our support team.

Error: "Unable to activate this company file"

Something is stopping the activation/confirmation and we need to find out what it is so it doesn't happen again.

Live Chat with our support team and we'll sort it out ASAP.

Company file has become read-only

If an AccountRight window displays Read-only, this means you can view the displayed information but can't record new information.

This can occur if:

Unable to confirm after upgrading to the new AccountRight


If your file has been activated with someone else’s serial number (such as your accountant’s) then you'll need to change the serial number in your company file.

To do this open the file in your new AccountRight software, go to the  Help menu, choose  Change Serial Number and enter the serial number for your AccountRight subscription. Learn more about changing your serial number. Note that you can't change your serial number if the company file has become read-only – see the 'Company file has become read-only' tips above for making the file active again.

Not sure what number to enter? Contact us and we'll give you a hand.

The screen is blank when trying to confirm by phone

We've had reports that this can happen if you've tried to confirm online (which hasn't worked) so you've clicked Back and then tried to confirm by phone.

We're investigating why this occurs. In the meantime, try closing and re-opening AccountRight, then attempting to confirm your company file by phone.

Can't find your answer?

Live Chat with our support team and we'll be happy to help.