If your client cannot approve a document because their password doesn’t appear to work - they get a message saying "Please enter the correct password" but they think they have entered the correct password, follow the below steps:


The 3 most common causes of this are: 
  1. The user has genuinely incorrectly entered their password. The minimum password criteria is now: at least 8 characters including an upper case letter, a lower case letter, a number, and a symbol – which may be more complex than the password they used previously.
  2. The user has changed their password on the login page but the user's computer is using a cached password (or a password manager) which has their old password recorded for the OneClick URL (web page address).
This can happen because the login page has a different URL to OneClick itself.  The login page is login.wolterskluwer.eu, but once logged in the OneClick URL is xxx.accountantspace.co.uk (where xxx is the OneClick environment name).

In both cases the solution is to suggest to the CCH OneClick user that they clear out any pre-populated details on the login page and manually type the password in (carefully). Once logged in, go to approve the document and also clear out any pre-populated details and manually type the same password in. If that works (it usually does) then it proves that something is auto filling in their password, but doing so incorrectly.

  1. You have changed the client’s email address in CCH Central and they have yet to activate/validate their current (new) email address, meaning that when they login to CCH OneClick using their historic email address, the document approval process is attempting to validate the password provided with their current email address (listed at the top right of the screen), and is failing.
This can be resolved by requesting the client login using the current email address listed in CCH Central, at which point they will be presented with a page advising that the email address has not been validated. If they click the resend button, an email will be sent to that email address, where they need to click the Activate now link. The client can then login using either email address, and on entering their password within the Document Approval screen their acceptance or rejection of the document should proceed without error.




https://help.wolterskluwer.co.uk/Customers/s/article/13334