# Unable to sign in

**URL:** <https://www.protaxcommunity.com/t/unable-to-sign-in/7095>\
**Category:** Bug Reports\
**Created:** [June 9, 2023, 11:00am UTC](https://www.protaxcommunity.com/t/unable-to-sign-in/7095 "2023-06-09T11:00:58Z")\
**Posts on this page:** 6\
**Page:** 1

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**Author:** ![benoit.audet](https://avatars.discourse-cdn.com/v4/letter/b/c5a1d2/32.png) [@benoit.audet](https://www.protaxcommunity.com/u/benoit.audet)\
**Post date:** [June 9, 2023, 11:00am UTC](https://www.protaxcommunity.com/t/unable-to-sign-in/7095/1 "2023-06-09T11:00:59Z")

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Hi everyone, I’m new to TaxCycle and I’m trying to log in and still got one of those 2 messages, someone has the same problem ? Thanks

“Unable to sign you in right now because TaxCycle can’t reach our servers (Hors Ligne)”

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**Author:** ![Steven](https://sea2.discourse-cdn.com/flex016/user_avatar/www.protaxcommunity.com/steven/32/790_2.png) [@Steven](https://www.protaxcommunity.com/u/Steven)\
**Post date:** [June 9, 2023, 12:27pm UTC](https://www.protaxcommunity.com/t/unable-to-sign-in/7095/2 "2023-06-09T12:27:00Z")

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Hi @benoit.audet,

I am sorry you are experiencing a sign in issue. Could I ask you to phone our support so we can trouble shoot?

Our phone number is 1-888-841-3040.  
Monday to Friday from 8:00 a.m. to 5:00 p.m. MT  
(10:00 a.m. to 7:00 p.m. ET).

Steven

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**Author:** ![benoit.audet](https://avatars.discourse-cdn.com/v4/letter/b/c5a1d2/32.png) [@benoit.audet](https://www.protaxcommunity.com/u/benoit.audet)\
**Post date:** [June 9, 2023, 12:38pm UTC](https://www.protaxcommunity.com/t/unable-to-sign-in/7095/3 "2023-06-09T12:38:52Z")

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Hi Steven, sure but I think the support only open at 10 eastern time ?

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**Author:** ![Steven](https://sea2.discourse-cdn.com/flex016/user_avatar/www.protaxcommunity.com/steven/32/790_2.png) [@Steven](https://www.protaxcommunity.com/u/Steven)\
**Post date:** [June 9, 2023, 12:45pm UTC](https://www.protaxcommunity.com/t/unable-to-sign-in/7095/4 "2023-06-09T12:45:37Z")

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@benoit.audet  
Yes, that is correct. I look after tax content side of work so unfortunately, I won’t be of much help.  
Here is a suggestion. Do you have the product license code handy?

If so, can you try manually adding the license to TaxCycle following this instruction?

> **[Manually Enter a License Code](https://www.taxcycle.com/resources/help-topics/installation/activate-a-license/manually-enter-a-license-code/)**
>
> If you cannot sign in with your TaxCycle account, you can manually enter your license code to activate TaxCycle or DoxCycle.

Steven

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<div class="post-metadata">

**Author:** ![Steven](https://sea2.discourse-cdn.com/flex016/user_avatar/www.protaxcommunity.com/steven/32/790_2.png) [@Steven](https://www.protaxcommunity.com/u/Steven)\
**Post date:** [June 9, 2023, 12:51pm UTC](https://www.protaxcommunity.com/t/unable-to-sign-in/7095/5 "2023-06-09T12:51:24Z")

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Looking at our support email archive, if your TaxCycle is running, I can see that potentially, it could be a firewall issue that is blocking TaxCycle somehow.

But, if my suggestion does not work, our support can remote into your computer to see what the issue might be.

Steven

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**Author:** ![benoit.audet](https://avatars.discourse-cdn.com/v4/letter/b/c5a1d2/32.png) [@benoit.audet](https://www.protaxcommunity.com/u/benoit.audet)\
**Post date:** [June 9, 2023, 12:59pm UTC](https://www.protaxcommunity.com/t/unable-to-sign-in/7095/6 "2023-06-09T12:59:06Z")

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Well TaxCycle is working (I did input manually the licence code) but since I’m not able to log in TaxFolder isn’t working. I’m reinstalling a brand new PC this week end so I’ll do that and contact support line monday if it still not working. Thanks for helping