Description: This article will guide you on what to do when getting the error message "This account has been disabled".
Process:
One of the primary causes for the entire account becoming disabled is when preparers or offices have users attempting to log in from outside the US. It's essential to address this issue promptly because re-enabling the location without unlocking the country first will result in the account being disabled again during subsequent login attempts.
If you encounter this situation where a preparer or ERO is trying to log in from a different country, please refer to the following article for further guidance: Country Unlock Request/Access Denied
If this is an isolated case and does not refer to which country they are logging in from, please use the following instructions:
Log in to your MO (Multi Office Admin) using your Admin Credentials.
Once inside, click Admin on the left side bar.
Locate the Location Account Name from the list and click the Person Icon on the right side of the screen.
Now type enable on the box and click Enable Login Access.
The following message will appear. Click close.
Refresh the page. Now the Person Icon on the right side of the screen will turn green.
These steps will Enable the account, please try to log in again to confirm it is working.
If after these steps you are still not able to log in please submit a ticket requesting help with this issue.
Please provide the following information on the ticket:
Your Master EFIN
EFIN related to the office disabled
Location Account name of the office disabled
