Troubleshooting license PIN update errors

Alerts and notices
Leave feedback

Internal Employees: Submit feedback

Contact information (optional):

Leave this blank:

Please tell us how we can make this information more helpful.


Characters left:

If you are experiencing difficulties managing your license PIN on our website, review the appropriate issue or error description below for troubleshooting assistance.

I cannot access the Manage Firm page with my login credentials.

After logging in to your Thomson Reuters ID, the Manage Firm page does not open after clicking the Manage Firm link. This can occur when the login credentials you are using are not assigned the role of Licensee or Firm Delegate on the Manage Account page.

If you are on a call with a customer who is experiencing this issue there are internal troubleshooting steps available. The customer does not have to email Customer Service.

  1. Confirm that you are speaking with the Licensee, and the email address they are attempting to login in with. For information about contact codes, see Internal: Flash and EMS contact role codes.
  2. In Flash, verify that this matches the Licensee's contact information. If the email addresses do not match this is a potential red flag - do not provide the correct email address.
  3. Check to see if the Licensee's name is listed more than once on the contact list.
  4. If yes, transfer the call to Customer Service to have the duplicate contact information merged. If no, continue troubleshooting with the user.
  1. Confirm that you are speaking with the Licensee, and the email address they are attempting to login in with. For information about contact codes, see Internal: Flash and EMS contact role codes.
  2. In Flash, verify that this matches the Licensee's contact information. If the email addresses do not match this is a potential red flag - do not provide the correct email address.
  3. Check to see if the Licensee's name is listed more than once on the contact list.
  4. If yes, submit a request to merge the duplicate contacts. If no, continue troubleshooting with the user.

After updating my PIN on CS Web, I receive a "Firm ID and PIN do not match" error message in CS Connect.

The Firm ID and PIN do not match our records message indicates an invalid PIN was entered in the license PIN field. This error can occur when the updated license PIN does not save successfully. Attempting to update your license PIN again may resolve this error. To do so, review the following:

Confirmation

If you are working with a Licensee or Delegate who can access the Manage Firm page and the license PIN will not successfully update, complete the following:

  1. Confirm that you are speaking with the License or Delegate, no other individuals at the firm are authorized to make changes to the license PIN information. For details, see Internal: Flash and EMS contact role codes.
  2. Verify that customer received a "Your PIN has been updated as requested" confirmation message in the License PIN field on the Manage Firm page.
    • If no, have the customer attempt to make the PIN change an the website again. 
    • If yes, check what the PIN is set to in EMS. To do so, navigate to Applications > License > License/Access PIN.
  3. Check the firm's CS Connect call logs to see the PIN number that the user entered. For Instructions on how to do this, see Internal: Using CS Connect logs to troubleshoot license PIN issues or errors.
  4. If the PIN listed in EMS matches the ZIP code, work with your department's Call Facilitator to manually update the license PIN.

I receive a "500 error" message on CS Web after attempting to submit changes to my license PIN.

After clicking Save or Save Changes you receive an error message and your license PIN does not successfully update. This error can occur when, as the Licensee or Firm Delegate, your name appears more than once on your firm's contact list. Removing the duplicate contact records may resolve this issue. To do so, complete the following steps:

  1. Visit the My Account page on our website and log in to your Thomson Reuters ID.
  2. Click the Manage Accounts link in the My Firm section to open the Manage Accounts page. Show me.
    Manage Accounts link
  3. Mark the listed staff member's Thomson Reuters IDs you wish to delete and click the Delete Selected button to complete your changes. Show me.
    Delete Selected

Notes:

  • If a Thomson Reuters ID has CPE credits associated with it, CPE certificates are no longer available after you delete the account. You can check CPE credit on the My Account page, see Obtaining your CPE Certificates.
  • Any Admin Users listed with the role of Licensee or Firm Delegate assigned cannot be removed.

For assistance removing contacts records with the Licensee or Firm Delegate role or CPE credits please contact our Customer Service team.

For internal details about merging contacts in Flash and EMS, see Internal: Duplicate contact records for a Licensee or Firm Delegate.

I receive an error message on CS Web after submitting an updated PIN and my name appears only once on the contact list.

Error messages can also arise as a result of your web browser or browser settings completing. If your name does not appear more than once on your firm's contact list, the following troubleshooting may help resolve these issues.

Related articles

Managing your license PIN

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

New Thomson Reuters ID creation for Licensees or Firm Delegates