License download failed: firm ID and PIN do not match our records

Alerts and notices

To download and install the appropriate licenses to your CS Professional Suite applications, you must enter your firm's license PIN. By default, your license PIN is your firm's ZIP code. You will use the same PIN in each CS Professional Suite application that you are licensed for.


  • You can view your firm's designate Licensee or Delegate on the My Account page of our website. A Thomson Reuters ID with admin permissions assigned is required to view this information.
  • If you use Virtual Office CS, a license PIN is only required for CS Professional Suite applications you wish to install locally.
  • If you use UltraTax CS, this requirement is applicable for all years of UltraTax CS you are licensed for. You must update your license PIN to complete the installation of 2017 UltraTax CS. 

Related topics

Troubleshooting license PIN update errors

Managing your license PIN

Internal notes

You can view a firm's CS Connect call logs to check the logs for what PIN the user entered. For details, see Internal: Using CS Connect to troubleshoot license PIN errors.

You can use EMS to look up a firm's license PIN. To do so, open the firm in EMS and choose Applications > Licenses > License/Access PIN.

The License/Access PIN cannot be given to any member of the firm.