FAQs & troubleshooting

When you receive your invitation to connect with your advisor, you'll have the choice to log in using an MYOB account or a Google login.

If you choose to use an MYOB account but don’t have one yet, you can create one from the Portal login page.

1. On the login page, click the green Sign up button, or if the Don’t have an account? message appears, click the Sign up hyperlink.
   You'll be directed to a Sign up to MYOB page.

2. Enter your email address.

3. Enter a password.

4. Click Sign up.

5. Return to the Portal login page.

6. Click Sign in and then enter the details for the MYOB account you've just created.

Bookmark the URL, https://practicename.portal.accountants/, where 'practicename' is your advisor's business name.

If you're having trouble logging in to the Portal, check the following:

• Check if you've already signed up. If you have, you'll see a message saying xxxx@gmail already exists.

• Make sure you've cleared your browser's cache and then try logging in to the portal.

• Try logging in to the Portal using a different browser. It will usually be https://practicename.portal.accountants/, where 'practicename' is your advisor's business name. Otherwise, ask your advisor for the Portal address.

• Try resetting your password using the option on the login page.

If you've tried all the above and are still having issues, ask your advisor to contact us and give us the email address you're trying to use, so we can reset the password. Alternatively, you can ask MOCA (the pink circle with a speech bubble) on any help page, and if MOCA can't help, you'll be guided to our other support options, including live chat.

Can't log in to your Portal due to 2FA (two-factor authentication) issues?

See these help pages:

• Getting help with two-factor authentication

• Setting up two-factor authentication on a new phone.

Are you using the latest version of a supported browser?

• Mozilla Firefox

• Google Chrome

• Microsoft Edge

• Apple Safari.

Please use one of the listed browsers or upgrade your existing browser to the latest version.

If you're getting a message to check your credentials, you're probably accessing your Portal using an email address that is different to the one that your advisor is using for you.

Check the email invitation you received from your advisor. This email has the address that your advisor is using for the collaborative Portal.

If the email address on the invitation is incorrect, let your advisor know and they'll re-send the invitation with the correct email.

When you first access your collaborative Portal, the Tasks page is displayed. You might not see anything in this view if your accountant hasn't created a task for you to action. Simply click the Documents tab to view your documents. 

You may be trying to upload a file that's bigger than 100 MB.