Mike999 0 Posted November 29, 2020 Report Share Posted November 29, 2020 I am attempting to log into my Ufile account and cannot do so. I have made no changes to my account and my pw is rather secure and not remotely easy to guess. This is very frustrating, especially considering that I never received an email from Ufile asking me to change or create a new password. I absolutely would have caught that, if that's what happened. Quote Link to post Share on other sites
Charlie 0 Posted December 1, 2020 Report Share Posted December 1, 2020 I had the exact same problem. I submitted a support ticket a few days ago and still have not heard back. Is the move to 2FA mandatory? What is the timeline? The move to 2FA and how it's rolling out is not mentioned in the FAQs, but it should be. This is very confusing. Quote Link to post Share on other sites
dnikkel 1 Posted December 2, 2020 Report Share Posted December 2, 2020 I also cannot log into my account. I have no problem with setting up 2FA but I've never been asked to. I've used Ufile since 2003 without any issues. It looks like they are no longer a reliable service. Quote Link to post Share on other sites
Nawal 8 Posted December 2, 2020 Report Share Posted December 2, 2020 Hi Mike999, an email with the password reset link has been sent to you. Quote Link to post Share on other sites
Antoine7 13 Posted December 2, 2020 Report Share Posted December 2, 2020 UFile is always concerned about the security of your data. As part of this process, we are introducing a new level of security for passwords. Please follow on-screen instructions to make sure that your new password meets the strong password criteria. Quote Link to post Share on other sites
S.H. 0 Posted December 4, 2020 Report Share Posted December 4, 2020 I had the same problem and it was shocking that after I chose the option of "password reset", a password reset email was sent to another email of mine which was not registered on ufile (instead of my gmail, it went to my ymail of the same name). I am glad that the other account actually belongs to me and I sent a support request form to Ufile and have not got any reply since Sunday.... p.s. I verified in my Ufile account that only one email was registered after I logged in. Quote Link to post Share on other sites
Charlie 0 Posted December 8, 2020 Report Share Posted December 8, 2020 So I finally received an email from the help desk requesting needed information to reset my password. I emailed them six days ago - have not heard back since. Since who knows where that email went, I sent another request via the web form. The lack of response and timely information is really disappointing considering this is a paid service that handles confidential information. I am a long time customer, but If it doesn't change, I will be looking elsewhere Quote Link to post Share on other sites
Nawal 8 Posted December 9, 2020 Report Share Posted December 9, 2020 Hi Charlie, we apologize for the delay, an email has been sent to you to reset your password. Quote Link to post Share on other sites
Amr Ayad 0 Posted December 24, 2020 Report Share Posted December 24, 2020 I have the same issue. password does not work. cannot log in for some reason. Passowrd reset did not get me anywhere. Please help Quote Link to post Share on other sites
betaman 0 Posted December 31, 2020 Report Share Posted December 31, 2020 I have also run into the password reset problem. It's been over 12 hours and I haven't even received the automated e-mail yet in response to my password reset form submission. Have used the contact support link twice and am currently waiting to hear back. The password reset form is terribly unfriendly and the fact this change happened without warning is unfortunate. Each year I help half a dozen or more people with their taxes using uFile. They are not technical users and there is no way they will be able to navigate the password reset process. Which means I will either need to walk each of them through it, over multiple sessions since the reset takes so long, or I'll need to introduce them to a new product. The bottom line is uFile is likely to lose customers over this overly awkward and slow account change. I hope the company rethinks their approach and gets it fixed before the end of February. Quote Link to post Share on other sites
Bill Lewis 0 Posted January 5 Report Share Posted January 5 Same here. I filled out the form with my SIN and receipt number from last year and got the message that I'm not in their records. I've used Ufile for ten years, Would creating a new account help? Quote Link to post Share on other sites
Rick Harrison 0 Posted January 14 Report Share Posted January 14 I have been trying for the past 3 weeks to get password reset and they are not responding - on the phone for an hour now. terrible service Quote Link to post Share on other sites
dfredrick 0 Posted January 18 Report Share Posted January 18 No one answering phones at Ufile 18th Jan Quote Link to post Share on other sites
dfredrick 0 Posted January 18 Report Share Posted January 18 I've sent requests about my account but nobody responds and I've spend over an hour on hold on the phone and it's all automatic. Used Ufile for about 8 years and paid for my use in submitting last years taxes also. Now I can't even log into my account to see past years of my use for tax planning and may password is saved on my computer and hasn't changed. I see many other people having the same problem. If you can send us ads, couldn't you at least send us a link if you change your system. Quote Link to post Share on other sites
Jimmy G 0 Posted January 18 Report Share Posted January 18 I’ve been on hold for over 20 minutes and still nothing. I’m going to stay online and wait it out so they can’t bullshit me. I’ve been a long time customer as well and now can’t even sign into my account. Their automated system to generate passwords doesn’t work either. It keeps asking for my postal code which hasn’t changed in close to 20 years. I haven’t seen pathetic service like this in a long time. What are you doing Ufile...wake up and answer the phone! Quote Link to post Share on other sites
sdryburg 0 Posted January 18 Report Share Posted January 18 Same here I have been a customer for many years and now all of a sudden I can't get logged in. What is going on? Quote Link to post Share on other sites
Jimmy G 0 Posted January 18 Report Share Posted January 18 1 hour ago, Jimmy G said: I’ve been on hold for over 20 minutes and still nothing. I’m going to stay online and wait it out so they can’t bullshit me. I’ve been a long time customer as well and now can’t even sign into my account. Their automated system to generate passwords doesn’t work either. It keeps asking for my postal code which hasn’t changed in close to 20 years. I haven’t seen pathetic service like this in a long time. What are you doing Ufile...wake up and answer the phone! Up to 1:32 so far online. Cleary the phones aren’t being answered. Quote Link to post Share on other sites
dnikkel 1 Posted January 19 Report Share Posted January 19 When I discovered on Dec. 1 that I couldn't login to my account, I contacted Support via email. That email was sent just before midnight on the 1st. It looks like I had a password reset link by around 7:30pm on Dec. 3. So they did eventually reply. I'd rather send an email and have them get back to me instead of sitting on the phone. Quote Link to post Share on other sites
DRB 0 Posted January 19 Report Share Posted January 19 I have attempted to reset my password multiple times with no luck- it keeps advising me to respond to an email that never comes. I send in a request for assistance, same thing- please respond to our email (that never arrives). Today I waited on hold for FOUR HOURS before I was abruptly disconnected. What am i supposed to do? I need access to my own returns!! Quote Link to post Share on other sites
dnikkel 1 Posted January 19 Report Share Posted January 19 I really advise you to email them. Quote Link to post Share on other sites
DRB 0 Posted January 19 Report Share Posted January 19 I will give that a try, thanks! Quote Link to post Share on other sites
Nawal 8 Posted January 19 Report Share Posted January 19 Hi, Jimmy G , dfredrick, sdryburg, DRB, an email has been sent to you. Please check your emails. Quote Link to post Share on other sites
LMN 0 Posted January 19 Report Share Posted January 19 I'd love to sign into my account but am experiencing the same password issues as described above. E mailed December 24th to have assistance, rec'd useless info back outlining everything that we have all tried that didn't work. Where is my link to reset my password????? I am appalled at the customer service here.. Waited on the phone for 1/2 hour but gave up. Quote Link to post Share on other sites
Masood 0 Posted January 20 Report Share Posted January 20 I requested a password reset 12 hours ago but so far I haven't even received the automated e-mail yet. I've used the contact support link twice but no response yet. Hopefully I'll get a response soon. Quote Link to post Share on other sites
Dale-Ann Van Hal 0 Posted January 20 Report Share Posted January 20 I’m having the same issues, can’t login using the same password I’ve used for years. I’ve submitted tickets a number of times and sent emails, now sitting on hold for an hour, will hang up as that doesn’t seem to be working either based on the above comments. im concerned as I’ve always loved ufile and didn’t want to change tax preparers Quote Link to post Share on other sites
JEfromCanada 0 Posted January 20 Report Share Posted January 20 I have two accounts with UFile (business and personal) and haven't been able to login since November. I've tried to use the automated recovery system, supplying my username, email address and requested information from past invoices but nothing seems to work. I have verified that my usernames are correct, and like many others here, have not received any help from them. I've been on hold for nearly an hour waiting for support. I see suggestions here to use email, but at this point, the available discounts are set to expire, and I'm not sure that I'll be able to get them if it takes days for them to respond to my email. The weird part is that my password works just fine for this forum, but not for logging into the program! Go figure. Quote Link to post Share on other sites
Nawal 8 Posted January 20 Report Share Posted January 20 Hi JEfromCanada, an email has been sent to you with the password reset link. Please check your emails. Quote Link to post Share on other sites
Rudester12 0 Posted January 20 Report Share Posted January 20 I have been trying to access my account for weeks with no luck. Password reset has not been working. It continues to ask me for my “challenge question” as opposed to presenting me with the question. Absolutely deplorable service. Emails have gone unanswered and no answer on phone. I sincerely hope my info remains secure. Quote Link to post Share on other sites
dorian6062 0 Posted January 21 Report Share Posted January 21 Just finished resetting my password after sending an email for HELP to “support” Be aware that there have been changes to your password parameters. It required 3 Capitals, one symbol, one number and at least 10 characters( I think that is all but check) Also click on the bottom of the page to “choose your own” . Some of these I did not have in my new password so the reset failed and I had to request a new “ reset portal” WHAT A PAIN. Hope this works for you PS Don’t forget to set a question though the upper right settings. Quote Link to post Share on other sites
Kate868 0 Posted January 21 Report Share Posted January 21 I have the same issue for login. ufile asked me to reset the PW with reference number. I used the 2019 reference number but still failed. I sent the email to help last month but no reply at all. I tried to do today, but still failed. But the up to 30% off will end today (Jan 20). I don't know what I can do. Quote Link to post Share on other sites
Nawal 8 Posted January 21 Report Share Posted January 21 14 hours ago, Rudester12 said: I have been trying to access my account for weeks with no luck. Password reset has not been working. It continues to ask me for my “challenge question” as opposed to presenting me with the question. Absolutely deplorable service. Emails have gone unanswered and no answer on phone. I sincerely hope my info remains secure. 10 hours ago, Kate868 said: I have the same issue for login. ufile asked me to reset the PW with reference number. I used the 2019 reference number but still failed. I sent the email to help last month but no reply at all. I tried to do today, but still failed. But the up to 30% off will end today (Jan 20). I don't know what I can do. Hi Rudester12 and Kate868, an email has been sent to you. Please check your emails. Quote Link to post Share on other sites
Andre416 0 Posted January 21 Report Share Posted January 21 I have been having the same issues. Attempted multiple times to have the password reset through their password reset assistance, with no luck. Also sent an email to their support team with no response as yet... Quote Link to post Share on other sites
yuraupt 0 Posted January 21 Report Share Posted January 21 I am not able to login to ufile. None of the ways to reset password work for me. Submitted support request form multiple times, no reply so far (for days now).. @Nawal looks like you are helping people with this issue here. Please send me email with reset password. Thank you! Quote Link to post Share on other sites
Bill Lewis 0 Posted January 21 Report Share Posted January 21 OK, I gave up. No email responses, on hold forever so, I've created a new account. Can I link to my previous years' returns? Quote Link to post Share on other sites
Owen J. 0 Posted January 21 Report Share Posted January 21 I, too, have been unable to reset my password and unable to contact support by phone. @Nawal, any chance I can get help? My account email is the same as the one. Quote Link to post Share on other sites
Baby-Bailey 0 Posted January 21 Report Share Posted January 21 I'm seeing that a lot of others are having the same problem as I am. I know my password but it is not accepting it. So I pressed forgot password and it asked me for the name of my first pet, I know well enough her name and they are saying it's incorrect. If this does not become fixed I will be using another service somewhere else because this is ridiculous. I only use this for taxes once a year just to be kicked out for no reason? Not impressed.... Quote Link to post Share on other sites
Nawal 8 Posted January 21 Report Share Posted January 21 Hi @yuraupt, @Owen J. and @Baby-Bailey an email has been sent to you. Please check your emails. Quote Link to post Share on other sites
Aroc49 0 Posted January 22 Report Share Posted January 22 I am having the same problem when I ask to reset password and then I escalate and answer all the questions correctly the response I get is that my information is incorrect. I’ve been trying for a week. Sent email and tried calling. Could not get through. Very unimpressed. My account said I created a challenge word to reset my password I do not recall ever doing that. I wanted to log in for the discount but I missed that as well because I am not getting any response. Very disappointed Quote Link to post Share on other sites
layd999 0 Posted January 22 Report Share Posted January 22 Same problem as many others; cannot log on, password reset does not work, no reply to my e-mail after about ten days. Quote Link to post Share on other sites
Rick Harrison 0 Posted January 22 Report Share Posted January 22 Hi still trying to get reset email Quote Link to post Share on other sites
Bill Lewis 0 Posted January 22 Report Share Posted January 22 I got through to customer service last night (third attempt plus multiple emails) after about an hour on hold. I got a reset email this afternoon. all good now. Thanks Quote Link to post Share on other sites
EL123 0 Posted January 24 Report Share Posted January 24 I’m having the same login password issue as people above have mentioned. Filled out the online form a week ago, but no response from Ufile and called multiple times and waited for hours and Ufile automated voice hung me up. Please help. Quote Link to post Share on other sites
jkkto84 0 Posted January 24 Report Share Posted January 24 I'm also having the same issue with my password which seems to have been reset without any notice. I submitted the support request form weeks ago with no response. Please help. Thank you. Quote Link to post Share on other sites
NoBo 0 Posted January 24 Report Share Posted January 24 I am having the same login issue. I tried email without any answer, I really need access to last year file. Any help is welcome. Thank you. Quote Link to post Share on other sites
Nick999 0 Posted January 25 Report Share Posted January 25 I have been trying since Black Friday 2020 to access and or reset the password on my account. I Submitted endless password reset requests, "contact us" forms and called a handful of times with no answer. The last time I called, an automated message said the costumer service lines were under maintenance and hung up. What is that about? I no longer wish to do business with Ufile, I only want to delete all my past years information. I am extremely concerned that my, and others, information has been compromised. Between the various hacks like Desjardins, CRA or Capital One, Ufile consumers should get answers and reassurance that their information is safe. The lack of clarity on this password reset and account access only raises questions. The lack of responses and solutions on this thread from Admins is concerning. An email has been sent to you doesn't address the anxiety of tax information in the wrong hands. If Ufile was hacked, consumers should be told. Send me a password reset so I can extract what I need. Quote Link to post Share on other sites
Anne Hannouche 0 Posted January 25 Report Share Posted January 25 Unable to sign into my account. I followed all instructions several times but nothing works. I urgently need information from my 2019 tax returns. Quote Link to post Share on other sites
Jodie potter 0 Posted January 25 Report Share Posted January 25 I'm suffering with the same issue. I can't remember my challenge phrase from (15+) years ago, and the reset password form isn't recognising my info as correct even though I've entered it corrrectly. I've even tried multiple different primary email addresses, just in case, but no go. Quote Link to post Share on other sites
TTMC 0 Posted January 25 Report Share Posted January 25 Same issue here - very frustrating! Quote Link to post Share on other sites
Nawal 8 Posted January 25 Report Share Posted January 25 Hi @EL123, @jkkto84, @NoBo, @Jodie potter, @TTMC, an email has been sent to you. Thanks Quote Link to post Share on other sites
rossidual 0 Posted January 26 Report Share Posted January 26 Hi Nawal, could you please send me a reset link as well. I've been trying for almost a week now to access my account Thank you Quote Link to post Share on other sites
Davisonland 0 Posted January 26 Report Share Posted January 26 I got 2 password reset emails sent to an email address that I don't use with my Ufile account, but when I try to request the username for that account, that clearly exists bc of the password reset emails, nothing is sent to me. Narwal can you please send me a username and password reset to this email? thank you! I am worried someone brute force hacked an old account of mine... Quote Link to post Share on other sites
skang 1 Posted January 26 Report Share Posted January 26 Hi, I have sent 3 request online over the last month to have my password because i can't log in anymore. I have called in and no answer for over 30 minutes. How do i get my password reset? chefandrew 1 Quote Link to post Share on other sites
PatI 2 Posted January 27 Report Share Posted January 27 Same here for password reset problems. Have been a 10 year plus happy client until this year. I tried to log in to take advantage of the 30 % for 2020 tax year. My password would not work and was not able to reset. Followed instructions and sent email for assistance. Waited over week for answer which gave several options, but did not address the password reset required to open account. Phone lines are busy and they do not provide a toll free number. You would expect a email advising of changes to account. Hum maybe another company going forward. chefandrew 1 Quote Link to post Share on other sites
PatI 2 Posted January 27 Report Share Posted January 27 Same here for password reset problems. Have been a 10 year plus happy client until this year. I tried to log in to take advantage of the 30 % for 2020 tax year. My password would not work and was not able to reset. Followed instructions and sent email for assistance. Waited over week for answer which gave several options, but did not address the password reset required to open account. Phone lines are busy and they do not provide a toll free number. You would expect a email advising of changes to account. Hum maybe another company going forward. chefandrew 1 Quote Link to post Share on other sites
ToddM 1 Posted January 27 Report Share Posted January 27 Yes, i have the same problem. I am currently on hold for Telephone support. On hold for 4 hours. I have been using uFile for 10 years and have never seen anything like this. Have they been hacked or something? chefandrew 1 Quote Link to post Share on other sites
JJJ123 1 Posted January 27 Report Share Posted January 27 Same problem. Finally recieved an email back from a password reset request and it was basically an automated reply showing links to the help topics. Step one: log in to your account . . . Maybe I will have better luck here. Some seem to get the password reset they are looking for. chefandrew 1 Quote Link to post Share on other sites
Bing 1 Posted January 27 Report Share Posted January 27 Same problem, I never get email from web page request... 😒 I have phoned ufile support, and got promise to fix that thru phone. then I got an email asking me to provide more information weeks ago. but so far, there is no any response further. I have being used ufile for 10 years. but now I can't login. that's very sad. Can ufile fix this problem ASAP? Please!! please!! please!!! Quote Link to post Share on other sites
y2koopmans 0 Posted January 28 Report Share Posted January 28 Hello. I’m having the same issue. Nawal, please send me the link to rest my password. Thank you. Quote Link to post Share on other sites
Jason M 1 Posted January 28 Report Share Posted January 28 (edited) Having same issue not being able to log in. Used same password - doesn't work. Tried resetting password but it asks me for a phrase which I don't recall ever doing this. Filled out the reset password form with correct info but no luck. Received two automated emails with links but no still no way to reset password. Update: Received reset password email and now can log in. Thank you uFile! Edited January 29 by Jason M update chefandrew 1 Quote Link to post Share on other sites
Bing 1 Posted January 28 Report Share Posted January 28 This is a good policy, BUT If I can not get the reset password link , How can I reset my password?? I have been use Ufile for 10 years, but this year I can not login. very sad thing!! chefandrew 1 Quote Link to post Share on other sites
AQn 1 Posted January 28 Report Share Posted January 28 Same issue. I tried to reset my Password by using the link UFile sent me. But I can’t recall some questions like the receipt number of payment, etc. Hope Nawal can help me! I’ve been one of the loyalest customers of UFile. chefandrew 1 Quote Link to post Share on other sites
Nawal 8 Posted January 28 Report Share Posted January 28 Hi @AQn, we sent you a reset link. Thanks Quote Link to post Share on other sites
Kat 1 Posted January 28 Report Share Posted January 28 I can't log in. I got my password reset email and changed the password but THE NEW PASSWORD DOESN'T WORK. I opened a ticket and got a response 2 weeks later with a bunch of FAQ links that don't have to do with this issue. I've requested help again but I'm really appalled. Been using Ufile for many years and this does not make me want to continue using them. Quote Link to post Share on other sites
Kat 1 Posted January 28 Report Share Posted January 28 Apparently my old password works for this forum but not to get me into my tax files???? I'm so confused. chefandrew 1 Quote Link to post Share on other sites
wangxinwu 0 Posted January 30 Report Share Posted January 30 Me too! Can't log in Quote Link to post Share on other sites
chefandrew 0 Posted January 31 Report Share Posted January 31 (edited) why is ufile making this so difficult for everyone. I have sent multiple help requests and all i get in return is a link to fAqs, none of which is helpful. is it time to use turbotax? finally got in after several weeks by trying all the possible answers to my security question. there must be an easier way. Edited January 31 by chefandrew new info Quote Link to post Share on other sites
basit 0 Posted January 31 Report Share Posted January 31 Having the same password issue as everyone else here. Really really disappointed, cant reset the password after clicking all those links. filled out form as well but got an automated email but bunch of links. dont know whats going on Quote Link to post Share on other sites
CraigT 0 Posted January 31 Report Share Posted January 31 I’ve been getting nowhere fast trying to get my password reset as well. I don’t understand why your password reset doesn’t work like any other system. If you know your previous password (and I do!) you should be able to enter the old password and then enter a new one. UFILE ADMIN: Please help me reset my password. Otherwise your competitor will be getting my business. Quote Link to post Share on other sites
dalescott60 0 Posted February 1 Report Share Posted February 1 Same problem here. Went to log in, but I was prompted to reset my password. No problem. Went through all the prompts, I was supposed to receive and email within 15 minutes. Nothing has arrived for 2 days. Was on hold at ufile for over an hour. I gave up. Tried the email option. Not good either. I've been using this product for years. This is the first time I have had a problem. They need to get it fixed soon or they are going to lose a lot of customers. Quote Link to post Share on other sites
Frustrated mom 0 Posted February 2 Report Share Posted February 2 I have been trying for close to a month to access my account. I don't remember providing a phrase or word for password resets and it keeps asking me for one. I have been using Ufile for 0ver 10 years now and this is the first time this has happened. I am also having trouble with both my adult daughter's accounts. I have attempted to email for support, call for support and no answers!! This is so frustrating. I don't want to have to start over cause all my past info was saved on this account and it was really easy to just recall. Any way to get help faster? Quote Link to post Share on other sites
surfing 0 Posted February 2 Report Share Posted February 2 On 12/1/2020 at 5:25 PM, Charlie said: I had the exact same problem. please help me as soon as possible because I have try long time even 4 months. However, help me please, please. please Quote Link to post Share on other sites
07ASpec 0 Posted February 4 Report Share Posted February 4 If the phone isn't going to be answered or the Emails responded to, what is the point of offering support? This is unacceptable. I sent a support email 3 days ago, have been trying to contact via phone multiple times, on hold for 30+ minutes each time and nothing. Also, legit question! Is the hold volume indented to drive people away? Because it's ear drum busting loud. I literally have my speaker phone on, volume minimum, with a ball of tissue and tape over the speaker to make it somewhat bearable. If people had to register here and enter their plea for help to get served, It should have directly stated that in the support email!! Quote Link to post Share on other sites
Barb Gore 0 Posted February 4 Report Share Posted February 4 I have used Ufile for many years. In the past any question I had was answered CORRECTLY and PROMPTLY. Ufile has requested clients to change passwords for 2020. They have added a “challenge question/phrase” !! I’m completely mystified!! Banks for example ask a client to choose phrases and the client assigns an answer to the security questions. Ufile has missed that step and they jump to “enter challenge phrase/?” I WAS NEVER asked to set up a “challenge phrase/?. I am locked out of my account because I can’t answer the “challenge phrase/?” Therefore, Unable to change password. I’ve also tried email and phone. On hold 3 times for 25 minutes each time. I get automated email replies that DO NOT help me solve the problem. Has Ufile changed service provider? ?? If so, you will lose many clients unless you solve the issue/reply to requests for help soon. IN THE PAST Ufile was easy to use and provided excellent support. Quote Link to post Share on other sites
Barb Gore 0 Posted February 4 Report Share Posted February 4 I have used Ufile for many years. In the past any question I had was answered CORRECTLY and PROMPTLY. Ufile has requested clients to change passwords for 2020. They have added a “challenge question/phrase” !! I’m completely mystified!! Banks for example ask a client to choose phrases and the client assigns an answer to the security questions. Ufile has missed that step and they jump to “enter challenge phrase/?” I WAS NEVER asked to set up a “challenge phrase/?. I am locked out of my account because I can’t answer the “challenge phrase/?” Therefore, Unable to change password. I’ve also tried email and phone. On hold 3 times for 25 minutes each time. I get automated email replies that DO NOT help me solve the problem. Has Ufile changed service provider? ?? If so, you will lose many clients unless you solve the issue/reply to requests for help soon. IN THE PAST Ufile was easy to use and provided excellent support. Quote Link to post Share on other sites
Jude 0 Posted February 5 Report Share Posted February 5 I’m having exact same issue and we’re in 2021. Why haven’t Ufile fix this issue every user is complaining about. This really really sucks and a very poor service. We’re now in a tax season and not having access to your tax file when you need it is unacceptable. TIME TO LOOK FOR A BETTER SERVICE PROVIDER. Quote Link to post Share on other sites
Suzie 0 Posted February 7 Report Share Posted February 7 On 12/8/2020 at 5:51 PM, Charlie said: So I finally received an email from the help desk requesting needed information to reset my password. I emailed them six days ago - have not heard back since. Since who knows where that email went, I sent another request via the web form. The lack of response and timely information is really disappointing considering this is a paid service that handles confidential information. I am a long time customer, but If it doesn't change, I will be looking elsewhere Quote Link to post Share on other sites
Suzie 0 Posted February 7 Report Share Posted February 7 On 12/8/2020 at 5:51 PM, Charlie said: So I finally received an email from the help desk requesting needed information to reset my password. I emailed them six days ago - have not heard back since. Since who knows where that email went, I sent another request via the web form. The lack of response and timely information is really disappointing considering this is a paid service that handles confidential information. I am a long time customer, but If it doesn't change, I will be looking elsewhere I am having the same issue. I have provided my receipt from last year, and answered all of the other questions. Still nothing but auto replies. So frustrated. susan ledden sledden@bell.net Quote Link to post Share on other sites
NCC 0 Posted February 8 Report Share Posted February 8 I thought it was me. I've been a customer since 2011 and can't log in or reset my password. There has been no response for days. I don't have a phrase or receipt number, since I can't figure out how to get one. If my information wasn't all in here I would seriously consider going somewhere else. Quote Link to post Share on other sites
LC1 0 Posted February 8 Report Share Posted February 8 Like others, I am unable to log in and/or reset my password. I've sent a service request, but after reading the other posts - I won't hold my breath for an answer anytime soon! This is really frustrating and who wants to have to create a new account and lose access to your previous returns. I'm surprised that UFile hasn't addressed this yet - things are going to get crazy in a few weeks when EVERYONE is trying to access their accounts! Quote Link to post Share on other sites
D L 0 Posted February 8 Report Share Posted February 8 I am also having this same issue. UFILE WHAT GIVES? No one answering your phones? This is Mickey Mouse. Quote Link to post Share on other sites
Coops 0 Posted February 9 Report Share Posted February 9 This is brutal...same issue as all others here. Force a password reset, it doesn't work and nobody to answer the phone. @Nawal Please assist. Quote Link to post Share on other sites
Nawal 8 Posted February 9 Report Share Posted February 9 Hi @Coops, we sent you a reset link. Thanks Quote Link to post Share on other sites
Mattie 0 Posted February 10 Report Share Posted February 10 Same as everyone here. Have been a Ufile customer for 10 years, can't log in, last year's receipt doesn't work and I can't buy Ufile this year and get a receipt number BECAUSE I CAN'T LOG IN!! I get auto-generated emails, I've tried replying to those emails with no response, I've tried calling and sit on hold for 45 minutes and give up. TERRIBLE SERVICE. If any admin on here can send me some kind of password reset link, it would be greatly appreciated. M Quote Link to post Share on other sites
Curtis 0 Posted February 10 Report Share Posted February 10 @NawalAre you able to help me out as well. I've been using ufile for years and had a spare moment the other night to get a headstart on my taxes and nothing I did would let me log in. I haven't heard a response from the request I put in either. Thanks. Quote Link to post Share on other sites
Herb 0 Posted February 11 Report Share Posted February 11 I am in the same boat as all of the above. My old password no longer works, and I've just received a barrage of automatic e-mails which do not help. How frustrating ... it asks for some sport of phrase ... whaaat? I'd just appreciate an e-mail from a human being so that I can update my password. 😀 I love the software, but have not had this problem in the past. BTW .. hope you all are doing as well as possible during these weird times ... Quote Link to post Share on other sites
Pixelpro 0 Posted February 11 Report Share Posted February 11 I have not changed my login credentials with UFile since last tax year. Why can't I access my account now? Unable to change password and being asked for a username which I never used in the past. It's frustrating to have my account locked without any communication whatsoever from UFile... very poor customer relations. Quote Link to post Share on other sites
zyr 0 Posted February 11 Report Share Posted February 11 Same here, no change password for 10 years, cannot log in 15%off discount will expire soon, I don't think i can catch it Admin please help me reset password Quote Link to post Share on other sites
RCRCRC 0 Posted February 12 Report Share Posted February 12 Same ... Same ... Same as everyone else here. Can someone recommend an alternative to Ufile ... I have no time for this nonsense. RC Quote Link to post Share on other sites
Nawal 8 Posted February 12 Report Share Posted February 12 Hi @Pixelpro, @zyr, @RCRCRC, a reset link was sent to you. Thanks Quote Link to post Share on other sites
diafadalti 0 Posted February 12 Report Share Posted February 12 I have the same issue for login. ufile asked me to reset the PW with reference number. I used the 2020 and 2019 reference numbers but still failed. My wife is having the same issue. Quote Link to post Share on other sites
Alexandre Noel 0 Posted February 13 Report Share Posted February 13 Same problem as many others; cannot log on, password reset does not work. No luck either with reference numbers. Quote Link to post Share on other sites
newbie12345678 0 Posted February 14 Report Share Posted February 14 Come on UFile! Looks like loyal users are having password issues. I too got NO notice of password changes - and the system is rejecting my reference number. Office is closed - and emails are useless Quote Link to post Share on other sites
newbie12345678 0 Posted February 14 Report Share Posted February 14 NAWAL - are you there ? You seem to be the sole assistance here. Pls send me a reset link Quote Link to post Share on other sites
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