Getting help with two-factor authentication

Left your phone at home? If you've set up additional 2FA methods, click Try another method when prompted for your 2FA code to use another method or to use a recovery code.

If you're still stuck, tap the chat bubble on the bottom of the screen and ask your digital assistant. It can answer your questions or give you other help options, like chatting with one of our Community Leads.

Are you seeing this error?

Check the following:

• Have you entered a code for another account?

If you use more than one 2FA app, have more than one account in your 2FA app or you use more than one MYOB product, it's easy to enter the wrong code for your MYOB software. Check that you are getting the code from the correct 2FA app and try again.

For example, if you're using app-based 2FA and you have two MYOB accounts, check the email address under the code – it needs to be same as your MYOB login email for the MYOB account you're trying to access:

• Have you entered an expired code?

If you're using:

- email 2FA, your code will expire after 20 minutes. If your code expires, start the sign in process again and you'll get a new code email automatically.

- app 2FA , your code will refresh after 30 seconds. Make sure you're using the latest code.

Is it taking too long to get codes using email 2FA? Consider setting up additional 2FA methods to give yourself options and avoid getting locked out. 

• Is your time zone out of sync? (Android only)

The codes that Google Authenticator generates depend on the correct time on your Android device. If your verification codes generated by Google Authenticator aren’t working, it might be because the time on your Android device is incorrect

Follow the instructions for syncing Google Authenticator on an Android device.

• Have you locked yourself out?

If you've entered the wrong code five times, your account will be locked for twenty minutes and you'll have to wait before trying again.

If you can't receive 2FA codes and don't have a recovery code, tap the chat bubble on the bottom of the screen and ask your digital assistant. It can answer your questions or give you other help options, like chatting with one of our Community Leads.

If you use email 2FA and emails are taking longer than 2-3 minutes to arrive, start by refreshing your email inbox.

You can also:

• check your junk or spam folder and mark any 2FA emails as ‘not spam’

• add no-reply@myob.com to your address book or trusted sender list

• star, flag, or mark your 2FA emails as important. This tells your mail provider that you want these messages

Still not getting your 2FA emails?

If you can't receive 2FA codes and don't have a recovery code, tap the chat bubble on the bottom of the screen and ask your digital assistant. It can answer your questions or give you other help options, like chatting with one of our Community Leads.

It depends what 2FA method you're using:

• App - Android, iOS and Windows phone or tablet devices

• SMS – Any mobile phone that can receive text (SMS) messages

• Email - Any computer or device that can access the email account you use to sign in to MYOB. Email 2FA is only available if you set it up when you first set up 2FA.

If you're using:

• SMS 2FA and keeping your old phone number, you'll be able to receive 2FA codes on your new phone without needing to set up 2FA again

• app 2FA, you'll need to download the authenticator app on your new phone and set it up.

And if you've changed your phone number, you'll need to set up whatever 2FA method you were using on your new phone.

Find out how to set up 2FA on a new phone.

It depends what 2FA method you're using:

• App - You don't need internet access or phone reception to receive 2FA codes through the app.

• SMS - You need phone reception to receive 2FA codes via SMS.

• Email - You do need internet access to receive emails containing your 2FA codes. Email 2FA is only available if you set it up the first time you set up 2FA.

Find out how to set up 2FA on a new phone.

On Android and Apple devices use the Google Authenticator app. On a Windows device use the Microsoft Authenticator app.

Learn more about setting up additional 2FA methods and setting up 2FA on a new phone.