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.
Client management
Common questions about adding, managing, and removing client accounts are answered below.
How do I transfer a client to another firm?
You can't transfer a client directly — the client controls who has access to their Dext account. There are 2 ways to handle this.
Either you disconnect the client from your practice, after which an Admin user in the client's account can invite the new accountant; or an Admin user in the client's account can reallocate your access and invite the new firm in one step, without you disconnecting first. For step-by-step instructions, go to How to remove, deactivate, or delete a client in Dext.
How do I remove or deactivate a client?
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.
I accidentally removed a client — can I recover them?
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.
How do I take over billing for a client's subscription?
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 all billing transfer scenarios, go to Change who pays for a Dext business account.
How do I add or remove a user from a client account?
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.
Subscription and billing
Common billing and subscription questions for Dext practice accounts are answered below.
How do I update my billing details?
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.
How do I view my plan usage and manage add-ons?
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.
Where do I find my Dext invoices?
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.
If Add to Dext is enabled in Practice settings > Subscription > Billing Details, your subscription invoices are automatically added to your practice's Costs inbox — search your Inbox, Archive, or Submission history.
Dext also emails invoices to the address in the Send invoices to field, so check that inbox too. If you still can't find the invoice you need, request human support.
How do I transfer billing for a client's subscription?
Go to Change who pays for a Dext business account for instructions on taking over billing from a client, removing a client from your practice subscription, or helping a client take over their own billing.
Login and access
Common login and account access questions for Dext practice accounts are answered below.
I'm locked out because of 2FA — how do I regain access?
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.
How do I give a client access to multiple Dext accounts?
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.
What does "This email is already taken" mean?
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?
Publishing and integrations
Common questions about client publishing and accounting software connections are answered below.
Why aren't a client's documents publishing?
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.
Data Health & Insights
Common questions about the Data Health & Insights add-on are answered below.
What is Data Health & Insights?
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?