Page Comparison - Getting help with two-factor authentication (v.314 vs v.315) - Account Management

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

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SMS 2FA

We're excited to be gradually rolling out SMS 2FA, but you'll only be able to set it up if you're prompted to do so.

Here are some troubleshooting tips for you to try:

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Troubleshooting (app and email 2FA only)

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title	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

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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.

Troubleshooting (SME 2FA)

We're excited to be gradually rolling out SMS 2FA, but you'll only be able to set it up if you're prompted to do so.

If you're set up for SMS 2FA and you're having any issues, go to the Contact us page and click to start a Live Chat session and we'll be happy to help.

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 contact us and we'll get you up and running ASAP.

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title	I'm getting an error when entering my code

Are you seeing this error?

You've entered the wrong authentication code, it has expired, or it has been used.

Check the following:

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title	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

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title	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.

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title	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.

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title	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, use our automated service to recover your account.

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title	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.

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title	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 your MYOB product using the correct link.

If you're using the upgraded MYOB Essentials or MYOB Business, log in at app.myob.com

If you're using the older MYOB Essentials:

If you're in	use this link to open MYOB Essentials
Australia	https://essentials.myob.com.au/LA/
New Zealand	https://essentials.myob.co.nz/LA.CO.NZ/

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title	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.

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title	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 still can't sign in, go to the Contact us page and clickto start a Live Chat session and we'll get you up and running.

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<h2><i class="fa fa-comments"></i>  FAQs</h2>

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title	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.

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title	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.

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title	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.

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title	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.

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title	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.

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If you don't have access to your old email account, you'll need to contact us for help.

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? Visit the Contact Us page and we'll be happy to help.

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title	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

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title	Related topics

Two-factor authentication

Trust this device for 30 days

Using your backup codes

Recovering your account

Switching between email and app two-factor authentication

Setting up two-factor authentication on a new phone

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Versions Compared

Old Version 314

New Version 315

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