You may need to change the mobile number stored for a client’s Vault. This often occurs when a client reports that they are not receiving their access code or they notice that the semi‑masked mobile number displayed is incorrect.
The semi‑masked mobile number is usually updated when correspondence is processed via ATO SmartDocs, based on the mobile number stored in HUBDATA (from your practice management system) at the time of processing the document. The Update mobile button in the client’s Vault lets you change this number without sending new correspondence.
To update the client mobile, follow the steps below:
Confirm the client’s identity through your usual security checks.
Select the Update mobile button in the Archive Documents area of the client’s Vault.
If you do not see this button, ask an administrator to enable it through Vault permissions.
A window opens showing the client’s current email and mobile number. Enter the new mobile number.
Select Submit.
The client can then access their Vault again. When they request an access code, the code is sent to the updated mobile number.