---
title: "1040 - Login Refused Serial Changed"
canonical: "https://support.crosslinktax.com/space/CSC/1869287372/1040%20-%20Login%20Refused%20Serial%20Changed"
format: markdown
---
> ℹ️ Only one installation is allowed to transmit for each User ID. Central Site creates a serial number for a transmitting machine when it first connects. If another machine connects with the same User ID, the connection is refused as this serial number does not match.
> ℹ️ 
> ℹ️ You will receive an error message if any of the following conditions are true:
> ℹ️ 
> ℹ️ - The incorrect User ID is configured.
> ℹ️ - Another computer has already transmitted to Central Site using the same User ID.

> ⚠️ *If the User ID is incorrect, the software must be reinstalled.*

 

**Follow the instructions below to successfully reset the serial:**

## **Verify the User ID:**

1. Log in with **Admin Rights**.

2. Click **Setup **> **Office Setup**.

3. Verify the **User ID** field contains the correct value.

4. Click **OK** to save the change.


## **Method 1 - Multitier Offices can reset via the portal**

1. Log in to the Web Portal as the master user.

2. Select **Support** > **Manage Offices**.

![image](media://4db02a39-bb1e-4b14-a9a1-d87db961fd7b)

3. Locate the **User Id** that needs to be reset.

4. Click on the **round arrow** in the **Serial Reset #** Column.

 

## **Method 2 - Contact Support to Reset the Serial Number**