Recovering your account

You will need to call our support team and verify your details with us before we can send you a recovery code. Make sure you have your account details on hand before you call.

1. Call our support team:

   • 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)

   After verifying your details with our team, you'll be emailed a recovery code.
2. Click the link in the email and sign into your MYOB account.
3. When prompted, enter the recovery code.
   
4. In the list of reasons, choose the scenario that best describes why you're using a recovery code.
   

5. The reason you choose will determine what you need to do to recover your account:

   I've temporarily lost access to my 2FA-enabled device

   If you don't have your device on you at the moment, but still plan on using it for 2FA in the future, choose I've temporarily lost access to my 2FA-enabled device.

   You'll be asked to download and/or print your new backup codes, which you can use to sign in to your account if you lose access to your device again. See Using your backup codes for more information.

   

   Click Continue when you're finished.

   That's it! Your account is recovered, and you can now sign in to your MYOB account as usual. Remember to use one of your new backup codes until you're reunited with your 2FA-enabled device.

   I've permanently lost my 2FA-enabled device

   If you'll no longer be using your 2FA-enabled device to sign in, and don't have a new device to set up, choose I've permanently lost my 2FA-enabled device.

   To ensure you can sign in to your MYOB account, you'll be asked to switch to email 2FA.

   I have a new phone and I need to set up 2FA

   Choose I have a new phone and I need to set up 2FA if you want change the device you use for 2FA. Note that once you begin setting up your new device, 2FA will be turned off for your original device. This is because you can only have one 2FA-enabled device at a time.

   For more information on setting up 2FA on your device, see Setting up two-factor authentication.