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Have a new phone? It's easy to set it up for two-factor authentication .

If you get stuck signing in with two-factor authentication (2FA), we're here to help.

Here are some troubleshooting tips for you to try.

Troubleshooting

My 2FA code email hasn't arrived

My 2FA code email hasn't arrived

If your 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

  • whitelist our IP address. Ask your IT administrator to add “198.37.156.227” to the whitelist so that emails sent from this IP address are not blocked

Did you know there's an alternative to receiving codes via email? Learn how to switch from email 2FA to an authenticator app on a mobile device.

Still not getting your 2FA emails?

If your 2FA email still hasn't arrived, or you don't have access to your 2FA email account, you can always try a 2FA app, or give us a call and we'll get you up and running ASAP:

  • Australia - 1300 555 123 | Monday to Friday 7am to 8pm, Saturday to Sunday 9am to 5pm (Melbourne time)

  • New Zealand - 0508 328 283 | Monday to Friday 9am to 10pm, Saturday to Sunday 11am to 7pm (New Zealand time)

When you call, you'll be prompted to enter you client ID or serial number. If you don't know these details:

  • see how to find your serial number for AccountRight | MYOB Essentials
  • or, stay on the line - after you've been prompted several times for your details, you'll be transferred to the phone queue.
I'm getting an error when entering my code

Are you seeing this error?

Check the following:

Have you entered a code for another account?

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:

Ensure your MYOB login email matches your 2FA account

Have you entered an expired code?

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 switching to app 2FA, as it generates codes instantly. 

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

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?

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 (for example, if you've lost your phone), and don't have  backup codes , you'll need to call MYOB so we can help  recover your account.

I’m still asked for a code after selecting "Trust this device"

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.

I'm being returned to the sign-in window after entering my 2FA code

I'm being returned to the sign-in window after entering my 2FA code

Clear your internet browser cache and try again (see these instructions).

If you're still experiencing the issue, make sure you're opening MYOB Essentials using the correct link:

If you're inuse this link to open MYOB Essentials
Australiahttps://essentials.myob.com.au/LA/
New Zealandhttps://essentials.myob.co.nz/LA.CO.NZ/
I temporarily don't have access to my phone

I temporarily don't have access to my phone

Left your phone at home? You can use a backup code instead of a 2FA code.

If you don't have backup codes, click Don't have your code? Try another way on the 2FA sign in window and follow the prompts. Learn more about this option.

I can't close the 2FA window

I can't close the 2FA window

Press Alt + F4 to close the 2FA window. Note that you'll still need to enter a correct 2FA code if you want to access your MYOB software.

I'm still stuck!

If you're using email 2FA and still can't sign in, try switching to app 2FA or give us a call so we can help:

  • Australia - 1300 555 123 | Monday to Friday 7am to 8pm, Saturday to Sunday 9am to 5pm (Melbourne time)

  • New Zealand - 0508 328 283 | Monday to Friday 9am to 10pm, Saturday to Sunday 11am to 7pm (New Zealand time)



When you call, you'll be prompted to enter you client ID or serial number. If you don't know these details:

  • see how to find your serial number for AccountRight | MYOB Essentials
  • or, stay on the line - after you've been prompted several times for your details, you'll be transferred to the phone queue.

If you use an authenticator app and you can't sign in, click Don't have your code? Try another way on the 2FA sign in window and follow the prompts. Learn more about this option.

  FAQs

What devices can I use for 2FA?

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.

Do I need to enter a 2FA code every time I sign in?

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.

What if I change my device or phone number?

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.

Do I need phone reception or internet access?

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.

How do I change my 2FA email address?

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 - 1300 555 123 | Monday to Friday 7am to 8pm, Saturday to Sunday 9am to 5pm (Melbourne time)

  • New Zealand - 0508 328 283 | Monday to Friday 9am to 10pm, Saturday to Sunday 11am to 7pm (New Zealand time)

  1. Sign in to my.MYOB with your current email address and password (sign in here: Australia | New Zealand).

  2. If prompted, enter your 2FA verification code.

  3. Go to the My Account menu at the top of the screen and choose Change Login.

  4. Update your login.

Still need help? Contact us (phone numbers above) and we'll get you up and running in no time.

Which authenticator apps can I use for 2FA?

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

For more details see Switching between email and app two-factor authentication