Setting Up Access to ProSolution's Collaborate Site

This page provides instructions for setting up access to your Collaborate folder.

Collaborate is used for securely sharing documents with you and allows you to upload information to us.

For best compatibility, we recommend using Google Chrome or Microsoft Edge browsers.

Our Collaborate portal is built on Microsoft’s email and OneDrive systems. To access it, you must either use an existing Microsoft account or register as a new Microsoft user. Microsoft will verify your identity using your Microsoft login credentials. Please note:
– Password resets and authentication processes are managed solely by Microsoft.
– We do not have access to your Microsoft password, nor do we store client login information.

Do you have a Microsoft account for work? If you already have a Microsoft account linked to a work email address, and if you have provided us with a different email address (i.e., not your work one), we suggest opening an Incognito window (Chrome) or an InPrivate window (Edge) to prevent conflicts with your existing Microsoft logins. If you have provided us with your work address, normal browsing should be fine.

We recommend you watch the short video below which shows you how to set up a new Microsoft account linked to your email address. In this video, we refer to a password manager, Keeper. We recommend clients use a password manager for the reasons discussed here, although it is not mandatory.

If you experience any issues accessing your Collaborate site, you can find a list of frequently asked questions along with the video below.

Frequently asked questions

How do I reset my password or unlock an account?

As your password is handled by Microsoft:

Use the “Forgot Password” link on the Microsoft login page to reset your password.
If your account is locked or blocked, follow the on-screen prompts provided by Microsoft. They will guide you through verifying your identity using a code sent to your registered email or mobile number.

What two-factor authentication (2FA) methods can I use?

You may choose one of the following options for 2FA:

Use the Microsoft Authenticator or Google Authenticator app to generate a secure login code.
Request a one-time code to be sent to your email or mobile number.

If you need assistance resetting your 2FA settings, please contact our team for support.

My Microsoft Authenticator app generates an 8-digit code instead of 6 digits. What should I do?

This often indicates you are using an authenticator tied to a business or enterprise Microsoft account. Ensure you’re using the correct authenticator profile. If you continue to experience issues, contact us to reset your 2FA method.

I received a Microsoft error message saying, “Get back into your account and recover your account.” What does this mean?

This usually occurs due to a conflict between multiple account logins in your browser. For example: If you access the portal using 123@hotmail.com but are currently logged into 456@gmail.com in your browser, Microsoft may not recognise your credentials. Solution: Log out of all accounts or open a private/incognito browser window and try the portal link again using the correct login.

I see a pop-up asking me to enter characters from an image, but I can’t type in the box.

Try the following:

Clear your browser cache.
Switch browsers (e.g., try Safari, Edge, Chrome, or Firefox).
Check your browser security settings or temporarily disable restrictive firewall/antivirus software.

These steps often resolve input issues with CAPTCHA pop-ups.

I can view a document but can’t edit it.

This is likely due to permissions. Please contact a team member and we will grant you editing access where appropriate.

I use my smartphone/tablet to access the files, but they don’t display properly.

For the best experience, we recommend accessing our Collaborate site on a desktop device such as a laptop or computer. Mobile devices like smartphones and tablets are not currently supported.

I uploaded files to the portal, but they seem to disappear immediately. Have they been uploaded?

For security reasons, uploaded files are:

Automatically removed from the upload folder after submission.
Relocated to your Collaborate folder after approximately one hour.

Can I upload an entire folder of files?

Yes, you can drag and drop an entire folder directly into the upload folder on the portal. All the files contained within the folder will be uploaded.

Please note: while the individual files will be retained, the folder itself will not be preserved—only the contents (the individual files) will be saved to our system.

I recently changed my smartphone, and my 2FA method no longer works. What should I do?

Please contact us directly. We’ll send you an invitation link and assist you in resetting your two-factor authentication method.