These are the most common questions from accountants and bookkeepers using Dext. For anything not covered here, request human support via the chat icon in your Dext account.

Below are answers to common questions about adding, managing, and removing client accounts.

You can transfer most clients on a basic Dext Bookkeeping account from Business settings > Practice access > Transfer client. The client’s account owner approves the transfer, then the new practice accepts it. For the steps, and to check which clients can be transferred, go to How to transfer a client’s Dext account to another practice

If the client uses Vault, AI Assist or Dext Payments, contact the Dext support team to transfer them. Turning these off doesn't always make a client transferable.

If another client can't be transferred, disconnect them from your practice. An Admin user in the client's account can then invite the new accountant. For the steps, go to How to remove, deactivate, or delete a client

When another practice transfers a client to you, you get an email called New Client transfer request. Open the link in it, choose which of your practices to add the client to, then select Accept and choose who pays for the client’s subscription. For the steps, go to How to accept a Dext client account transferred from another practice

You can't request access to a client from their current practice. The simplest way is for the client to give you access: a Business Admin or User Admin in their Dext account invites you from Business settings > Accountant. Your login email has to belong to a Dext practice account. Inviting you replaces their current accountant, because a client can only have one connected at a time. For the steps to send your client, go to How to invite your accountant to access your Dext account

If the current practice agrees, they can instead transfer the client to you. They need your email as a Practice Admin, the client has to approve it, then you accept. That process might take longer depending on the circumstances. For the steps, go to How to transfer a client's Dext account to another practice

Once you have access, taking over the client's subscription is a separate step. Go to How do I take over a client's subscription?

There are 3 options. Disconnecting removes the client from your practice account — the client keeps their Dext account and can connect to a new accountant. Deactivating suspends their Dext services while you keep access, but you can't reactivate for 4 months. Deleting permanently removes the client and all their data — this can't be undone. For full details on all 3 options, go to How to remove, deactivate, or delete a client in Dext

It depends on what action was taken. If you disconnected the client, they still have their Dext account — ask them to send you a new invitation from Business settings > Accountant. You can't reconnect from your side. If the client was deleted, the account and all data are permanently gone and can't be recovered. For more on the difference between disconnecting, deactivating, and deleting, go to How to remove, deactivate, or delete a client in Dext

If a former client no longer appears in your Clients list, they may have disconnected your practice from their Dext account. An Admin user in the client's account can do this from Business settings > Accountant, and can then invite a new accountant.

Once a client disconnects your practice, you can't open their account or manage their subscription. If they've connected a new accountant, the client and their new accountant manage it from then on.

If a former client asks you to hand over their subscription and you can't find them, ask them to check Business settings > Accountant in their Dext account. To check what happened to a specific client, contact the Dext support team and request human help.

You can check who pays for a client’s Dext subscription from your Clients list or from the client’s account.

Clients your practice pays for use your client allowance. The counters at the top of the Clients list show how many of your Business client slots are in use.

In your view, Change who pays moves the client onto your practice subscription.

In the client’s own account, the badge shows Accountant pays instead, and Change who pays there lets the client take over billing themselves.

A client your practice pays for shouldn't reach a document extraction limit. Extraction is unlimited for every client on your subscription. If a client still shows Monthly extraction limit reached, they have their own Business subscription instead, so its limits apply.

To check who pays, go to How do I check whether my practice or the client pays? above. To move them onto your plan, go to How do I take over a client's subscription?

To transfer billing back to a bookkeeping client so they pay for their own subscription, use the Invite a client to pay for their subscription option on the Disconnect client page in Business settings. This sends an email to the current account owner with a link to buy their own plan.

For step-by-step instructions, go to How to remove, deactivate, or delete a client in Dext.

Dext Solo clients work differently. To transfer a Solo client to another accountant, contact the Dext support team. Both accountants need to confirm the transfer, and the new accountant needs an available Solo seat.

Go to Clients, select Manage next to the client, then select Manage client's subscription > Change who pays > Confirm. If the client currently has an active self-paid subscription, they must cancel it and wait for it to expire before you can take over.

For full details on how to take over, go to How to take over a client's Dext subscription

When you select Change who pays, Dext may show the message Your client has an active Dext subscription. This means the client still pays for their own plan, so you can't take over billing yet. Inviting you to their account doesn't change this.

Ask the client to cancel their subscription from Business settings > Subscription > Billing Details. After the subscription expires, go to Clients, select Manage next to the client, then select Manage client's subscription > Change who pays. If you need help, contact the Dext support team

For the full steps, go to How to take over a client's Dext subscription

If the same client name appears twice in your Clients list/Clients switcher, you have 2 separate client accounts for that client. Dext accounts can't be merged, so you keep 1 account and deactivate the other.

If you need documents transferred from the duplicate to the remaining account, request human help before you deactivate either one.

To add a user, go to How to add a user to a client account. To remove a user, go to How to remove a user from a client account

Common billing and subscription questions for Dext practice accounts are answered below.

Go to Practice settings > Subscription > Billing Details and select Edit payment method to update your card. For full details, go to How to manage billing details for your Dext practice

Go to Practice settings > Subscription. From here you can view your plan, client limits, per-client extraction usage, and manage add-ons. For full details, go to How to manage your practice subscription in Dext

Go to Practice settings > Subscription > Invoice History tab. Invoices from the past 12 months are available to view or download there.

If you can't find what you need, check two other places first.

To downgrade, contact your Dext Account Manager or the Dext support team. For more on your practice plan, go to How to manage your practice subscription in Dext

Common login and account access questions for Dext practice accounts are answered below.

If you can't access your 2FA method, use one of your 12 backup codes to log in. If you don't have your backup codes, email support@dext.com from your Dext login email address and ask for 2FA to be temporarily disabled. For answers to common 2FA questions, go to FAQs about two-factor authentication (2FA) in Dext

If a client needs to access more than one business account in Dext, add them as a user to each account using the same email address — Dext will recognise the existing login. If a client has separate logins for different accounts and wants to consolidate them, they can merge their credentials from User settings > Login details > Merge logins. If you need to merge your own practice logins, the same process applies.

For full details, go to Multi-account management for accountants and bookkeepers

This doesn't mean the email can't be used in Dext — the same login email can work across multiple accounts. The message appears in specific situations where an email must be unique, for example when you try to add a practice user to a client account they already have access to, or when setting an Extract by Email address that's already in use.

For a full breakdown of when it appears and how to fix it, go to Why am I seeing "This email is already taken" in Dext?

Common questions about client publishing and accounting software connections are answered below.

Publishing issues are usually caused by a disconnected integration or a required field missing from an item. Go to Business settings > Connections to check your integration status and reconnect if needed.

For error messages and fixes, go to Xero publishing error messages or QuickBooks Online publishing error messages.

If you use a different accounting software, go to Accounting software for the full list of error message articles.

Common questions about the Data Health & Insights add-on are answered below.

Data Health & Insights is a paid add-on for Dext practice accounts. It gives you a cross-client view of bookkeeping quality, including a Health Score, Cleanup checks, and Insights reports. For a full overview, go to What is Data Health & Insights?