This guide covers support for Karbon for Clients. If you are using the old Karbon Portal, read this guide instead.
We are always listening to feedback and making improvements to our processes to ensure we provide an unmatched level of client service. To help us accomplish that, our team is using a client and project management system called Karbon to manage how we work together. Karbon is a secure checklist request and job management tool that will add tremendous value to our relationship. The benefits of this system include:
Karbon for Clients is a secure and user-friendly portal designed to simplify collaboration with our team. It helps you easily share documents, respond to requests, and approve important items—all in one place.
Your Karbon Client Portal will provide you with a personal checklist that requires completing. We will provide detailed instructions and requirements for each item. If the item requires, you will be able to upload documents as well. On completion, please mark the item as complete to instantly notify us.
Collaborating with you in this way will ensure that you know exactly what is needed for us on the job you've asked us for assistance with. You'll also receive automated reminders if there is any outstanding information we're waiting on. This will make our communication together smoother and enable our team to service you more efficiently.
We want to make sure we're both working together to maximize our experience working together. Here's a few quick tips and tricks to help:
Android: Open the Google Play Store on your Android device and search for "Karbon for Clients". Tap Install to download and install.
Read on for further instructions on using the app.
When we send the invite, you will receive an email. Click the link or button in the email to accept our invite.
Select "Create a new account" to begin the setup process.
Sign in using your email address. You will have the option to choose your email provider or manually enter your email address and login credentials.
Before proceeding, please review and agree to the following policies:
Privacy Policy - Karbon's privacy policy explains what personal data they collect from users of their services (website, apps, platform), how they use it, and what rights users have regarding their data (access, correction, deletion, etc.). It also covers data transfers, cookies, and how users can control their information.
Terms of Use - Karbon's terms of use outline the rules and regulations for using their services. It covers user responsibilities, intellectual property rights, payment terms, dispute resolution (including arbitration), and limitations of liability.
For added security, you will need to set up Multi-Factor Authentication (MFA). This process requires verifying your identity using something you know (your password) and something you have (such as a code sent to your phone, email, or generated by an authentication app).
Once you have created your Karbon for Clients account, you will need to accept an invite for every business or individual that is engaged for a service. For example, if you are having a tax return done for your business in addition to your personal tax return, you will need to accept the invite for both your business and yourself.
Fortunately, this process only takes a few seconds each time. Just click on each link we email to you to accept the invite.
The Karbon for Clients mobile app offers all the same major functionalities as the web application, optimized for your mobile device. The primary navigation is located at the bottom of the screen for easy access to key areas:
Home: Provides an overview of recent activity and important updates from your accounting firm.
Tasks: Displays your assigned tasks and client requests. Tap a task to view details, add comments, and mark it as complete.
Signatures: Shows documents awaiting your signature. Tap a document to review and apply your signature.
Documents: Allows you to view documents shared with you and upload new ones.
Account-level options and settings can be found in the hamburger menu (usually located in the top left corner).
For users connected to multiple client accounts, a client switcher is available in the top right corner. Tap the current client name to open a list and select a different client portal.
Navigate to the Tasks section.
Tap a task to view its details and add comments.
Mark a task as complete by tapping the checkbox next to it.
To upload documents to a task, open the task and look for an Upload or Add Document button. You can choose files from your device, take a new photo, or select from your photo gallery.
Go to the Signatures section.
Tap the document you need to sign and review it carefully.
Tap the designated signature field and follow the prompts to draw, type, or upload your signature.
Tap Submit, Sign, or Complete to finalize.
Navigate to the Documents section or open a specific task.
Tap Upload or Add Document.
Choose to upload a file, take a photo, or select from your gallery. Follow the on-screen instructions.
To view a document, tap its name in the Documents section or within a task.
Locate the client switcher in the top right corner (if applicable).
Tap the current client name.
Select the desired client portal from the list. The app will update to show the information for the selected client.
Login Issues: Double-check your email and password and ensure you have a stable internet connection. Contact your accounting firm if you cannot log in.
Missing Tasks or Documents: Verify you are in the correct client portal if you have multiple accounts. If the issue persists, contact your accounting firm.
Document Upload Problems: Ensure the file type and size are supported and check your internet connection.
Signature Issues: Make sure you are tapping within the designated signature field.
We have restructured and refocused our production teams to create structure around areas of specialty or expertise. When you reach out to us, we want to make sure your request makes it to the best person on your team. This structure ensures you are always receiving the best quality of service and that we are able to efficiently process your request. We know sometimes it might feel as if it's getting confusing if you are receiving emails from several different team members at different times, however with Karbon you can always go your Client Portal and see everything that is outstanding.
To help make this a simple as possible, we recommend that you reach out to us using one of our departmental email addresses when you have a request:
By doing this, we can help minimize the bouncing around between team members and can get you the best response from the best person as quickly and efficiently as possible.
We want to make sure that you know we're people too and will be communicating with you directly - whether that be inside of Karbon or on the phone. While Karbon does offer many automations to help make us working together great, there's still people behind everything we do. Our ultimate goal is to get you answers to your questions at the speed you're seeking. We strongly feel Karbon will help us accomplish this.
