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| Once you've set up two-factor authentication, it's easy to sign in to your MYOB account using your MYOB account details and your mobile phone or email account. Have a new device or lost your phone or email account? See Recovering your account. UI Text Box |
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| | I didn't set up 2FA - why am I being asked for a code? If you haven’t set up If you get stuck signing in with two-factor authentication (2FA) but you’re being asked for a code when you sign in, it means you’ve been automatically registered for email 2FA.How does it work? When you log in we'll email you a code automatically. Simply go to your inbox and copy the code. Why do I need 2FA? 2FA keeps your data safe by using a secure code as a second layer of security. 2FA will be mandatory for all MYOB accounts. What if I don’t want it? If you don’t want to use email for 2FA, you can switch to a mobile app instead through the Security Centre. Learn more about 2FA. How to sign in with 2FA UI Expand |
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| Sign in to your MYOB account as normal, using your email address and password.When you click Sign in qn email with an authentication code is sent to you automatically. If you can't see the email in your inbox, check your junk mail, or check the troubleshooting section below. Image RemovedCopy the code in, then click Verify, and you're done. UI Text Box |
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| If you don't want to use 2FA every time you sign in, tick Trust this device for 30 days before you click Verify, and you'll only need to put in a 2FA code once every thirty days. If you or anyone else tries to sign in to your account from another computer or browser, an authentication code will still be required. | Image Removed
we're here to help. Troubleshooting (app and email 2FA only)Troubleshooting UI Expand |
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title | I’m not receiving 2FA emails |
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| 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 My 2FA code email hasn't arrived |
| My 2FA code email hasn't arrivedIf 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 add no-reply@myob.com to your address book or trusted sender list. Starstar, flag, or mark your 2FA emails as important. This tells your mail provider that you want these messages. Whitelist 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.
Another solution is to switch to app 2FA. Using an app can make signing in simpler, and is more secure than email 2FA. Learn more about the difference between app and email 2FA. If you're still not getting your emails, contact us and we’ll help you get back into your accountStill 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 I enter entering my code |
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| I'm getting an error when I enter my code Image RemovedThere are a few possible causes for this. You're locked 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. Code typo You may have typed in the code incorrectly. Check that you're typing the code correctly and try again. Wrong code Are you seeing this error? Image Added Check the following: UI Expand |
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title | Have you entered a code for another account? |
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| Have you entered a code for another account?If you use more than one 2FA app, | or if you have more than one account in your 2FA app or you use more than one MYOB product, it's easy to | open one when you're looking code Check have are getting the code from the correct 2FA app and | account and Expired code 2FA codes are time sensitive. If For example, if you're using
| an app, your code will refresh after 30 seconds. Make sure you're using the latest code.
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:
Image Added |
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title | Have you entered an expired code? |
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| Have you entered an expired code?If you're using: | just Out of sync time zone 2FA codes are time-sensitive. If the time zone on your device is out of sync, your code will be out of sync as well. Your device should have an option to automatically sync the date and time. Instructions for syncing your Apple device . Instructions for syncing If your emails aren't coming through, or are taking too long, see I'm not receiving my 2FA emails above- 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) |
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| 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. |
Any other device - see your device user guide for instructions. | I need help getting into my accountHave 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 | get in to your account, see Recovering your account for help. |
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<h2><i class="fa fa-comments"></i> FAQs</h2><br> |
receive 2FA codes (for example, if you've lost your phone), and don't have backup codes, 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. |
|
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title | Why am I being asked to enter the authentication code even after selecting the Trust this device for 30 days option? |
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| Why am I being asked to enter the authentication code even after selecting the Trust this device for 30 days option? There are a couple of possible reasons for being asked to enter the authentication code even after selecting the Trust this device for 30 days option: Clearing cookies on your internet browser.Accessing your MYOB account using another device or browser that you haven't selected the 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 option. |
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title | What if I don't have my phone with me or my phone is lost? |
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| What if I don't have my phone with me or my phone is lost? If you've misplaced your phone, you can still sign in with two-factor authentication using a one time use backup code. If your phone is lost or broken, you can change your 2FA enabled device or switch to email 2FA through the security centre. | '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 codeClear 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: |
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title | What happens if I get a new phone or mobile number? |
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| What happens if I get a new phone or mobile number? Because the authentication app is tied to the phone it's installed on, if you change your number but use the same phone, 2FA won't be affected. But if you change phones, you'll no longer be able to access your authentication codes until you set up 2FA on your new device. If you lose access to your phone you can sign in using one of your backup codes. If you can't access your phone or backup codes, please see Recovering your accountI temporarily don't have access to my phone |
| I temporarily don't have access to my phoneLeft your phone at home? You can use a backup code instead of a 2FA code. If you don't have backup codes, don't have backup codes, 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. |
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title | What happens if I get locked out of my account? |
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| What happens if I get locked out of my account?If your or someone else tries to log in to your account with the wrong authentication code, your account will be locked after five incorrect codes. Your account will be unlocked automatically after 20 minutes, and you can sign in again. What to do if it wasn't you If your account gets locked when you haven't tried to sign in, someone else might be trying to sign in without your knowledge. Please contact us immediately so we can make sure your data is safe. Australia 1300 555 123 | New Zealand 0508 328 283
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title | Can I turn off two-factor authentication? |
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| Can I turn off two-factor authentication? There is no way to turn 2FA once it is mandatory, but don’t worry, you still have options. You can switch between app 2FAand email 2FA, and you can set up 2FA on new phones and tablets if you lose your old one or upgrade. For instructions, see Managing two-factor authentication |
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<div id="feedback" style="margin-top:50px;">
<div class="feedbackheading">
<h2>Was this information helpful?</h2>
</div>
<div class="yes">
<img id="yesImg" src="/wiki/download/attachments/5668874/yes_notSelected.png">Yes
</div>
<div class="no">
<img src="/wiki/download/attachments/5668874/no_notSelected.png">No
</div>
<div class="moreinfo">
<h3>Why not?</h3>
<p>
<form id="moreInfo" name="moreInfo">
<input type="checkbox" id="cb1" name="unclear" value="" onClick=allowSubmit()>
<label for="cb1"><span class="checkboxlabel">The instructions weren't clear</span></label><br>
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<label for="cb2"><span style="padding-bottom:2px;">I couldn't find what I was looking for</span></label><br>
<div id="inlineMoreHelpInfo">That's no good. Try searching the help. Or maybe the <a href="http://community.myob.com/" target="_blank">community forum</a> can help answer your question.<br />
<input type="text" placeholder="Search the help..." id="searchTerm"><i class="fa fa-search" id="searchButton"></i>
</div>
<input type="checkbox" id="cb3" name="productIssue" value="" onClick=allowSubmit()>
<label for="cb3">I have a problem with my software</label><br>
<div id="inlineSupportInfo">Sorry to hear that. Maybe our <a href="http://community.myob.com/" target="_blank">community forum</a> can help. </div>
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<label for="cb4">Something else</label><br>
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<h3 id="commentsHeading">How would you improve this page?</h3>
<textarea id="comments" name="comments" form="moreInfo" placeholder="Tell us more..."></textarea>
</p>
<p id="supportText">Unfortunately, we won't be able to respond to your feedback. Please don’t enter any personal information—if you need urgent help, contact our <a href="http://myob.com/contactus" style="color:#5E2080;">support team</a> instead.</p>
<button type="button" id="submitButton" disabled>Submit</button>
</div>
<div id="submitted">
<img src="/wiki/download/attachments/5668874/submittedTick.png">Thanks for your feedback.
</div>
<div id="positiveFeedback">
<h3 id="positiveCommentsHeading">Thanks! Anything you'd like to add?</h3>
<textarea id="positiveComments" name="positiveComments" form="positiveComments" placeholder="Tell us more..."></textarea>
</p>
<p id="positiveCommentText">We’d love to know what worked so we can keep improving our help. Please don’t enter any personal information—if you need more help, get in touch with our <a href="http://myob.com/contactus" style="color:#5E2080;">support team</a>.</p>
<button type="button" id="positiveSubmitButton" disabled>Submit</button>
</div>
</div>
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var page; // Create global variable to store permalink for this page
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var product = pathArray[pathArray.length-2]; // Get the second last 'chunk' (which will be the product folder, eg. 'ec' or 'ea', based on help URLs of structure: http://help.myob.com/wiki/display/ea/Welcome+to+MYOB+Essentials+Accounting
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AJS.toInit(function(){
page = AJS.$(".tinylink").text();
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var other = '';
var comment = '';
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$('#moreInfo input[type=checkbox]').attr('checked',false);
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var helpful = helpful;
comment = $('#comments').val();
var product = product;
var page = page;
if (page == '') {
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}
if ($('#cb1').is(":checked")) {
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if ($('#cb4').is(":checked")) {
other = "Other";
}
// Post responses to the Google form
$.ajax({
url: "https://docs.google.com/forms/d/1bAixJMHVVKnRKB9N6Ug6zsLWWc5hVCIr3p3lCb-q8rM/formResponse",
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// display the 'submitted' div with thankyou message
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$("#feedback").css('padding-bottom','50px');
$("#submitted").fadeIn(500);
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200: function () {
// display the 'submitted' div with thankyou message
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$("#feedback").css('padding-bottom','50px');
$("#submitted").fadeIn(500);
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}
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}); // end of ajax call
} // end of submitFormResult function
function submitPositiveFeedback (helpful, page, product) {
var helpful = helpful;
comment = $('#positiveComments').val();
var product = product;
var page = page;
if (page == '') {
page = window.location.href;
}
// Post comment to the Google form
$.ajax({
url: "https://docs.google.com/forms/d/1WfuiKR77NYihMgzeBqOffce0ido3I2DoAysBeESfybo/formResponse",
data: {
"entry_922059833": helpful,
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},
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dataType: "xml",
statusCode: {
0: function () {
// display the 'submitted' div with thankyou message
if (helpful == "no") {
$("#feedback").css('padding-bottom','50px');
$("#submitted").fadeIn(500);
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// display the 'submitted' div with thankyou message
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$("#feedback").css('padding-bottom','50px');
$("#submitted").fadeIn(500);
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// Do this if someone clicks Yes (submit form and show thankyou message)
$(".yes").on("click", function() {
// only do this if there hasn't been a response yet!
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// change the image to a green face
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// $("#feedback").css('padding-bottom','50px');
// $("#submitted").fadeIn(500);
$("#positiveFeedback").fadeIn(500);
// record that the survey has been responded to
responded = 1;
helpful = "yes";
submitFormResult(helpful, page, product)
}
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// only do this if there hasn't been a response yet!
if (responded == 0) {
// change the image to a red face
$(".no").html( "<img src='/wiki/download/attachments/5668874/no_Selected.png'>No" ).fadeIn(300);
// display the 'moreinfo' div with additional options
$(".moreinfo").fadeIn(300);
// record that the survey has been responded to
responded = 1;
helpful = "no";
}
});
// Submit the form when the submit button is clicked
$("#submitButton").on("click", function() {
submitFormResult(helpful,page,product);
// this.disabled=true;
$('.moreinfo').fadeOut(100);
$("#feedback").css('padding-bottom','50px');
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$("#positiveSubmitButton").on("click", function() {
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// $('#positiveSubmitButton').prop("disabled",true);
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// Change the image when hovering over Yes or No (but only before a response has been recorded)
$(".yes img").hover(function(){
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$(".no img").hover(function(){
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});
// Change the border width of the comment field when it's in focus (TODO: Make this work with the hover below)
$("#comments").focus(
function() {
$(this).css('borderWidth', '3px');
});
// Change the border width of the comment field when hovering over it (TODO: Make this work onfocus as well)
$("#comments").hover(
function() {
$(this).css('borderWidth', '2px');
},
function() {
$(this).css('borderWidth', '2px');
});
$("#cb2").click(function() {
$("#inlineMoreHelpInfo").toggle(this.checked);
$("#searchTerm").focus();
});
$("#cb3").click(function() {
$("#inlineSupportInfo").toggle(this.checked);
});
// Activate the Submit button when a checkbox has been selected
function allowSubmit() {
var atLeastOneIsChecked = $('#moreInfo :checkbox:checked').length > 0;
if (atLeastOneIsChecked) {
$("#submitButton").prop("disabled",false);
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$("#comments").fadeIn(300);
$("#supportText").fadeIn(100);
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else {
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$('#positiveSubmitButton').prop("disabled",false);
// SUBMIT SEARCH IF USER CLICKS ON MAGNIFYING GLASS
$("#searchButton").click(function() {
var searchTerm = $("#searchTerm").val();
var encodedSearch = encodeURIComponent(searchTerm);
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// alert(searchURL);
window.location.replace(searchURL);
});
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$('#searchTerm').keyup(function(e) {
if (e.keyCode == 13) {
var searchTerm = $("#searchTerm").val();
var encodedSearch = encodeURIComponent(searchTerm);
var searchURL = "http://help.myob.com/wiki/dosearchsite.action?queryString=" + encodedSearch + "&startIndex=0&where=ea";
// alert(searchURL);
window.location.replace(searchURL);
}
// return false;
});
</script>
|
I can't close the 2FA window |
| I can't close the 2FA windowPress 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. |
Troubleshooting (SMS 2FA)If you're set up for SMS 2FA and you're having any issues, 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. I'm still stuck!If you still can't sign in, 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. HTML |
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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? |
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| 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? |
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| 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? |
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| 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? |
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| It depends what 2FA method you're using: |
UI Expand |
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title | How do I change my 2FA email address? |
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| 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. UI Text Box |
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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. Image Added Update your login.
Still need help? Visit the Contact Us page and we'll be happy to help. |
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width | 15% |
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float | left |
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