<div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><iframe src="https://fast.wistia.net/embed/iframe/yz1zook9al?videoFoam=true" title="Wistia video player" allowtransparency="true" frameborder="0" scrolling="no" class="wistia_embed" name="wistia_embed" allowfullscreen mozallowfullscreen webkitallowfullscreen oallowfullscreen msallowfullscreen width="100%" height="100%"></iframe></div></div>
<script src="https://fast.wistia.net/assets/external/E-v1.js" async></script>

<h2><i class="fa fa-comments"></i>&nbsp;&nbsp;FAQs</h2><br>

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 2-factor authentication using a one-use backup code.

Haven't set up 2-factor authentication? The codes will be made available to download at the end of the setup process.

If you've misplaced your backup codes, you can download them from the Security Centre. Note that you need to sign in to the Security Centre using 2-factor authentication.

If you've misplaced your phone and your one-use backup codes, please contact us.

Do I need to use 2-factor authentication every time I sign in? 

When you first sign in using 2-factor authentication, you can choose not to use 2FA again on that specific computer and browser for 30 days. From then on, we'll only ask for your password when you sign in.

But don't worry, you're still protected by 2FA because when you or anyone else tries to sign in to your MYOB account from another computer, 2-factor authentication will be required.

Why do I need to install an app to use 2-factor authentication? Can my verification code be messaged to me instead?

MYOB's method of 2-factor authentication requires an authenticator app. Without the app, two-factor authentication cannot be enabled for your account.

You can use any authenticator that is TOTP compliant; but we recommend using either of these authenticator apps:

• Google Authenticator
• Windows Authenticator 

Do I need mobile network coverage on my phone to access the authenticator app?

No, you do not need mobile coverage on your phone to access the authenticator app.

Can I use multiple devices for 2-factor authentication? 

No, you can only use one trusted device for the authenticator app to receive your verification codes.

If you got a new phone, see the FAQ below.

What happens if I get a new phone? 

Because the authentication app is tied to the phone it's installed on, switching phones means you'll no longer be able to access your verification codes until you enable 2FA on your new device.

First, before getting rid of your old phone, you need to turn off 2-factor authentication. Alternatively, you can sign in using one of your backup codes. If you can't access your phone or backup codes, please contact us.

Next, follow the steps to setting up 2FA on your new phone.