Password Reset

[Mike999 0]

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. 

[Charlie 0]

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.

[dnikkel 1]

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.

[Nawal 5]

Hi Mike999, an email with the password reset link has been sent to you.

[Antoine7 13]

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.

[S.H. 0]

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. 

[Charlie 0]

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

[Nawal 5]

Hi Charlie, we apologize for the delay, an email has been sent to you to reset your password. 

[betaman 0]

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.

[Bill Lewis 0]

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?

[Rick Harrison 0]

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

[dfredrick 0]

No one answering phones at Ufile 18th Jan

[dfredrick 0]

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.

[Jimmy G 0]

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!

[sdryburg 0]

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?

[Jimmy G 0]

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.

[dnikkel 1]

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.  

[DRB 0]

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!!

[dnikkel 1]

I really advise you to email them.  

[DRB 0]

I will give that a try, thanks!

[Nawal 5]

Hi, Jimmy G , dfredrick, sdryburg, DRB, an email has been sent to you. Please check your emails.

[LMN 0]

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.

[Masood 0]

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.

[Dale-Ann Van Hal 0]

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 

[JEfromCanada 0]

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.

[Nawal 5]

Hi JEfromCanada, an email has been sent to you with the password reset link. Please check your emails.

[Rudester12 0]

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.

[dorian6062 0]

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.

[Kate868 0]

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.

[Nawal 5]

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.

[Andre416 0]

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...

[yuraupt 0]

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!

[Bill Lewis 0]

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?

[Owen J. 0]

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.

[Baby-Bailey 0]

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.... 

[Nawal 5]

Hi @yuraupt, @Owen J. and @Baby-Bailey an email has been sent to you. Please check your emails.

[Aroc49 0]

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 

[layd999 0]

Same problem as many others; cannot log on, password reset does not work, no reply to my e-mail after about ten days.

[Rick Harrison 0]

Hi still trying to get reset email

[Bill Lewis 0]

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

[EL123 0]

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. 

[jkkto84 0]

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. 

[NoBo 0]

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.

[Nick999 0]

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.  

 

[Jodie potter 0]

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.

[TTMC 0]

Same issue here - very frustrating!

[Nawal 5]

Hi @EL123, @jkkto84, @NoBo, @Jodie potter, @TTMC, an email has been sent to you. Thanks

[rossidual 0]

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

[Get Bent 0]

This is ridiculous, I'm signing up to simpletax or turbotax

 

I really liked your software, your product manager should be fired for this terrible decision.