If you get stuck signing in with two-factor authentication (2FA), try the Troubleshooting info below.
If you have a new phone, learn how to change your two-factor authentication device.
If you haven’t set up 2FA but you’re being asked for a code when you sign in, it means you’ve been automatically registered for email 2FA. If you don’t want to use email for 2FA, you can switch to a mobile app.
Received an error when entering the 2FA authentication code?
Check for the most common causes of this error
Have you made an error when typing the code?
It's easy to make a mistake when typing the code.
Check the code in your 2FA app or email and try entering it again
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.
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:
- app 2FA, your code will refresh after 30 seconds. Make sure you're using the latest code.
- email 2FA, your code will expire after 20 minutes. If your code expires, just start the sign in process again and you'll get a new code email automatically.
Out of sync time zone
If none of the tips above work, you may need to synchronise your 2FA codes, as they are time-sensitive.
If the time zone on your device is out of sync, your code will be out of sync as well – even if you've just received a new code on the app.
There are various reasons why your 2FA codes could be out of sync, for example, if your phone's time is off or you've traveled to a different timezone, changed your phone's timezone to match and forgot to change it when you got back.
Your device should have an option to automatically sync the date and time.
- Instructions for syncing your Apple device.
- Instructions for syncing Google Authenticator on an Android device.
- Any other device - see your device user guide for instructions.
Need to close the 2FA window? Press Alt + F4. This will close the 2FA window. Note that you'll still need to enter a correct 2FA authentication code if you want to access your company file.
I’m not receiving 2FA emails
Sometimes email services don’t recognise 2FA emails as legitimate. This can cause delivery delays, or send your 2FA emails to your junk mail folder.
If your emails are taking more than three minutes to arrive, try the following tips:
Check your junk or spam folder and mark any 2FA emails as ‘not spam’.
Add firstname.lastname@example.org 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.
Whitelist our IP address. Ask your IT administrator to add “188.8.131.52” to the whitelist so that emails sent from this IP address are not blocked.
Still not getting your emails? Learn how to get back into your account.
I’m still asked for a code after selecting "Trust this device"
The option Trust this device for 30 days only works when you sign in with the same device and browser you were using when you selected it (for example, using Chrome on your laptop, or Internet Explorer on your tablet). If you sign in from another device or browser, 2FA will still be required.
There are some reasons you might still be prompted for a 2FA code after selecting this option. For more details see Trust this device for 30 days.
Sign in using a backup code (app 2FA only)
If you use app 2FA, you'll likely have downloaded a set of backup codes when you set your app up. If you've lost access to your app, you can sign in using one of these codes.
Tried these tips and still can't sign in?
It depends what 2FA method you're using:
- App - Android, iOS and Windows phone or tablet devices.
- Email - Any computer or device that can access the email account you use to sign in to MYOB.
Whenever you sign in with a new device or browser, you'll need to enter a code.
If you don't want enter a code every time, choose the Trust this device for 30 days option as you sign in. MYOB will remember this device and you won't be asked for a code for the next 30 days.
Learn more about trusting devices.
2FA is only affected if you change the device you want to use, not your phone number.
You can only receive codes on one device at a time, so you'll need to change your 2FA device in the Security Centre. If you don't have access to your old device, you'll need to:
Learn how to change your 2FA device.
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.
- Email - You do need internet access to receive emails containing your 2FA codes.
If you use email 2FA, your verification codes are sent to the email address you use to sign into your MYOB software. If you want to change this address, you'll need to update your login details.
If you don't have access to your old email account, you'll need to contact us for help.
Australia - 1800 620 430 (7am - 8pm Mon-Fri, 9am - 5pm Sat-Sun Melbourne time)
New Zealand - 0800 60 69 62 (9am - 10pm Mon-Fri, 11am - 7pm Sat-Sun New Zealand time)
- Sign in to my.MYOB with your current email address and password (sign in here: Australia | New Zealand).
- If prompted, enter your 2FA verification code.
- Go to the My Account menu at the top of the screen and choose Change Login.
- Update your login.
Still need help? Contact us and we'll get you up and running in no time.