Check your junk or spam folder first — the invitation email sometimes lands there. If you still can't find it, we may not have sent it yet. To smooth out this transition, our team will send out invitation emails based on timing needs. If you believe you should have received an invitation email and cannot find it, contact our portal team at portal@davismartindale.com and we'll resend your invitation right away.

Yes. Activation links expire after 7 days. Just contact our portal team at portal@davismartindale.com, or reach out directly to the person you have been in correspondence with and we'll send a fresh invitation to your email address.

On the portal login page, click "Forgot password?" and enter your email address. You'll receive a link to reset your password within a few minutes. Check your junk folder if it doesn't arrive.

Please contact our office to update the email address on your account. We'll make the change on our end and send you a new invitation if needed.

Yes. Karbon for Clients uses bank-level encryption to protect your data, and the platform is SOC 2 Type II compliant, meaning it undergoes rigorous third-party security audits. All documents, messages, and payment information are transmitted and stored securely.

Not always. If we haven't asked you to set up a full portal login, you'll receive a direct email link to review and respond to a request — no account or password needed. If we do require a portal login, you'll need to set that up first; contact our office if you're not sure which applies to you.

Yes. You can access Karbon for Clients through any web browser on your mobile device, in addition to the dedicated iOS and Android app.

Karbon Client Portal is accessed through a magic link, which is a unique URL generated every time Client Requests are sent. It removes the need for a PIN and, more importantly, improves security. When you access the tasks sent to you, the link in the email is then associated with your device — this means Client Requests are only accessible from that device. Magic links are used for tasks, requests etc. Activation links are to set up an account within the Portal.

Yes. The magic link is valid for 30 days. If you attempt to access the link after 30 days, you'll need to generate a new magic link, and the 30-day period will recommence.

No. Everything happens in your browser. When a document is ready, you'll receive a secure email link — just click it and you're in.

You'll receive an email notification from us with a link directly to the document. There's nothing to check or log into on your own.

Once you open the document through the link, review it at your own pace and click to sign. It takes less than a minute. Your signed copy is saved automatically.

Yes. The signing process works on any device — desktop, tablet, or mobile.

Check your junk or spam folder. If you still can't locate it, contact our office and we'll resend the link.

Yes. Electronic signatures are legally recognized in Canada and carry the same legal weight as a handwritten signature.

We're notified automatically once you've submitted. No need to follow up with us — we'll take it from there.

Yes. The Client Portal should be used for all electronic transfers of your personal information.

• The portal uses the latest TLS communication protocol, allowing you to securely log in, upload, and retrieve documents. Shared documents are encrypted in transit using advanced algorithms, preventing unwanted parties from intercepting your sensitive information.
• The portal also saves you time by allowing you to import your personal tax information directly to us, and lets you share files that are too large to email from programs like QuickBooks.

Most common formats are supported, including PDF, Word (.doc, .docx), Excel (.xls, .xlsx), and standard image files (JPG, PNG). If you're unsure whether a file type is accepted, contact our office.

Yes — each file can be up to 200 MB, with a combined limit of 50 MB per task. If a file's too large, try splitting it or contact us for help.

You'll receive an email notification when we share a file or send a document request your way. Click the link in the email to open it directly in your portal.

Yes. Any document we share with you through the portal can be downloaded to your device from the Documents tab.

Yes. The portal uses bank-level encryption to protect all files in transit and at rest. Sharing documents through the portal is more secure than sending them by email.

Contact our office and let us know. We can remove the incorrect file and you can upload the right one.

Open your task list at any time — each task shows a live status, so you can check progress without waiting on an email.

Documents usually preview in a small pop-up window rather than downloading right away, and some browsers (especially Safari on iPhone or Mac) block pop-ups by default. You can either enable pop-ups for the portal in your browser settings, or click the three-dot options menu next to the document and select "Download" instead of previewing it.

Documents shared by Davis Martindale will be available for a period of 1 year. Please remember to keep a copy of your documents within your own files.

• Documents you submit to us will be displayed until our team accepts them.
• You will no longer see your documents once we have accepted them — you do not need to resubmit.
• Please remember to keep a copy of your documents within your own files.

Use one of the backup codes you saved during setup to log in. Once logged in, go to your account security settings to set up a new MFA method.

Yes. Log in, go to your account settings, and navigate to Security to update your preferred MFA method at any time.

This usually means your account was created without clicking your invitation link, or the connection to our firm has been removed. Click the invitation link from the original email, or contact us and we will resend it.

No — you only need one Karbon for Clients account. Simply click the invitation link for each entity to connect them all to your single account. Use the client switcher in the top right corner of the app to switch between them.

• Make sure you're using the latest version of your web browser, and try an alternate browser if you experience errors or pages that won't load. Chrome is a known browser for issues — we recommend using an alternate where available.
• Some mobile devices, like cell phones and tablets, may experience difficulties due to device security settings.
• Switching to a laptop or desktop is a reliable fallback if mobile issues persist.

For questions about a document, task, or request, contact our office directly and we'll help. For technical issues with the Karbon platform itself (e.g. the portal won't load, or you're getting an error message), you can also reach Karbon's support team at support@karbonhq.com — just include your name, our firm name, and a description of the issue (screenshots help).