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I've entered the wrong backup code

If you get the following error message:
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Here's some things you can check to get past it. Have you:

  • made a mistake when typing in the code? Check the code in your 2FA app or email and try entering it again.
  • copied and pasted a code you've previously used. To get a set of backup codes you haven't yet used, go to https://my.account.myob.com/backupcodes, sign in and click Print remaining backup codes.
  • entered the wrong code too many times? 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.
  • entered a backup 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. To check this, make sure the email address in the backup code file you downloaded matches the email address of your MYOB login email:

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If all else fails

If you've tried signing in using a backup code, have had issues and none of the above tips have helped, call our support team
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Downloading, printing or regenerating your backup codes

When you first set up app-based 2FA, you're prompted to download 10 backup codes. You can download or print these codes again by signing into https://my.account.myob.com/backupcodes

From here you can:

  • download or print your remaining backup codes
  • regenerate 10 new backup codes. This deactivates your old codes, which is handy if you've lost them

    Changes to backup codes

    In recent months, we've been rolling out a number of changes to our MYOB login and 2FA pages. These changes deliver a new design, improved login experience and upgraded security measures that will make logging in and managing your account security easier than ever. You'll get more security options, like the ability to get 2FA codes sent by SMS, and the ability to manage 2FA in My Account.

    Find out more about improved security.

    As a result of these changes, your old backup codes aren't compatible with the new 2FA. You'll need to generate a new single recovery code and use this code, if you need to, when completing two-factor authentication. If you ever use your recovery code, you'll automatically receive a new one during the signin process.

    Generating a new recovery code

    To generate a new recovery code, you'll need to change your 2FA method in My Account.

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    App-based 2FA only

    If you don't have access to your 2FA device to get an authentication code, you you can use a backup recovery code instead (formerly called backup codes). Each backup recovery code can only be used once.

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    Using email 2FA?

    If you don't have access to your emails, you'll need to call us to recover your account (have your account details on hand):

    • 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)
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    Using a backup code

    Here's how to sign in using a backup code:

    Signing in using a backup code

    Sign in to your MYOB account.
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    A screen appears asking for an authentication code. Click Try a different way to verify your account.
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    Click Use one of your backup codes.
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  • Enter your backup code in the backup code field. The backup code you used to sign in can't be used again.
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  • Click Sign in, and you're done.
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    Generate new backup codes before using the last two!  You might need these to generate a new set of backup codes, otherwise you'll need to call us to recover your account.

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    If you want, you can change your 2FA method to the same as you previously had. For example, if you previously had SMS 2FA set up, you could set it up again with the same phone number.

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    How to generate a recovery code

    1. Log into My Account (myaccount.myob.com).
    2. Verify your account using the verification code from your old device or by using a backup code.
    3. Click Account security from the drop-down menu under your name (in the top right of My Account) to open the Account security page.
    4. Click Change 2FA.
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      Then, follow the steps below to set up app a new 2FA method.

    5. Re-enter your password and click Sign in.

    6. If prompted, enter and verify the authentication code from your current email 2FA.
    7. Click Continue.
    8. Click either Authenticator app, SMS or Use email instead.
    9. Follow the prompts to set up your new 2FA method.
    10. When prompted, click Copy code to copy the recovery code and save it somewhere safe.
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    Used your last backup code?
    1. We recommend

    generating a new set. See Managing your backup codes.

    Troubleshooting backup codes

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    1. using a trusted password manager, like 1Password, to store your recovery code safely. See 'Tips for keeping your recovery code safe', below.

    2. Click I've saved a copy of this code.
    3. Click Continue.

    Tips for keeping your recovery code safe

    • Securely store your recovery code – use a password manager, like 1Password or bitwarden, to keep your recovery code safe
    • Never share your recovery code with others – if another user requires a recovery code, they'll have to generate it themselves following the steps above
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    titleUsing your recovery code

    Use the recovery code to complete two-factor authentication when you don't have your 2FA device. You can only use the recovery code once but when you enter it, you you'll be prompted to save a new recovery code.

    1. Sign in to MYOB as you normally would.
    2. On the Verify your identity page, click Try another method.
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    3. Click Recovery code.
    4. Enter your recovery code and click Sign in.
    5. On the Save a recovery code page, click Copy code to copy a new recovery code and save it somewhere safe.

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      We recommend using a trusted password manager, like 1Password, to store your recovery code safely. See 'Tips for keeping your recovery code safe', above.

    6. Click I've saved a copy of this code.
    7. Click Continue to sign in to MYOB.

    Don't have a recovery code, or it doesn't work?

    If you don't have access to your recovery code, or you've tried signing in using a recovery code, visit the contact us page and ask MOCA, our virtual assistant, for help. If MOCA can't help, you'll be guided to our other support options, including live chat, and our team will get you back up and running (have your account details on hand):

    • 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)

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