Alice Faulkner Fulfilment Manager


Here are some of our frequently asked questions... 

What is Karbon?Karbon is the communication platform used by our team to manage service delivery and collaborate with our clients. Our new client portal is an exciting feature within this new software.

Do I need to set up a login?Yes – you must set up a login to obtain access to all open and completed requests (comments, and documents) relating to your business/es and our team. You can create a login here. 

How do I access the new portal?Once you've created a login, you can access any client requests we have sent to you by logging in here.

When we require information from you, you will receive an email from us with a checklist of items to complete in the body of the email:

  • You can access the portal through a “Magic Link” for one-time access by clicking the checklist. (Please note, you will not be able to download documents this way) OR
  • Click “Manage Checklist” to log in to see all open and completed requests and download documents/information.

I usually send my information to you via email – can I still do this?We strongly encourage our clients to use the new portal due to the added security benefits not available via email. The security benefits including Magic Link, login access, and Multi-Factor-Authentication can give you peace of mind that your data is in safe hands. 

What information do you send on the new portal?We use the portal to send through any documents you would usually receive via email, such as: management accounts, statutory accounts, VAT returns, etc. The objective of our new client portal is to provide you with a secure, user-friendly platform that allows you to communicate with our team from anywhere – your mobile, tablet, or computer. 

I have a copy of the old Word/PDF checklist – can I still use this?As part of the implementation process, our team have updated all information requests, and checklists, to be customised to your business. If you use any previous versions of our checklists, it may mean we need to request further information from you.

Can you send the information requests to multiple recipients within our business?Yes! If you are a director, bookkeeper, or another member of the finance team and you need access to requests from us, we can send client requests to multiple recipients, so checklist items can be actioned by multiple people at the same time.

Setting up an Authenticator App for Client Portal access:This guide outlines the process of enabling Two-Factor Authentication (2FA) for the Karbon Client Portal. It involves selecting an Authenticator App like Google, Okta, Microsoft, or Authy, scanning a QR code, entering a 6-digit verification code, saving recovery codes, and subsequently using the app-generated code for login. Click here to view the guide.

Is the portal compliant with GDPR?Yes – all information sorted within the Karbon portal, including client request data, is encrypted in transit, and at-rest using enterprise-grade highly scalable cloud services and databases. 
Karbon has many additional security practices to safeguard data processed by the platform. These security practices are evaluated during periodic internal audit activities and external security audits, including the SOC 2 Type 2 examination.  For more information relating to the portal security, please visit the link here.

If you require any assistance setting up a login, or using our portal, our team are always happy to help.  Please email or call 024 7667 3160 and ask to speak to a member of our Client Service Team.