Recovering your account

https://help.myob.com/wiki/x/IQjFBQ

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If you can't sign in to your MYOB account because you're stuck with two-factor authentication, we're here to help you get back up and running.

When you contact us, you'll need the following details handy:

email address
mobile number
serial number or client ID.

Using SMS 2FA and don't have your phone?

When you sign into your account and you're prompted to verify your identity, click I don't have access to my phone and follow the prompts to enter your backup code (this code was provided when you set up SMS 2FA).

If you don't have a backup code, contact us and we'll be happy to help.

To recover your account (email and app 2FA only)

Call our automated service:
- Australia - 1800 411 641
- New Zealand - 0800 400 207
  Calling from overseas? Call +61 3 9045 4400
When you call, you'll be prompted to enter some details to confirm your MYOB account, such as your mobile number, serial number or client ID.
- If you know these details, you'll be sent a series of text messages which will help you recover your 2FA code.
- If you don't know these details, press 1 to be transferred to our support team. After verifying your details with our team, you'll be emailed a recovery code and can continue with the below steps.
Follow the prompts in the email to sign into your MYOB account.
When prompted, enter the recovery code.
In the list of reasons, choose the scenario that best describes why you're using a recovery code.
The reason you choose will determine what to do next:

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

(If this is your scenario, complete the steps above to choose this option)
If you don't have access to your device or email account, but still plan on using it for 2FA in the future, click I've temporarily lost access to my 2FA-enabled device.
Download or print your new backup codes. You can use these to sign into your account if you encounter this situation again.
Click Continue to access your account.

I've permanently lost my 2FA-enabled device

(If this is your scenario, complete the steps above to choose this option)
If you don't have access to your device, and don't have a device to replace it, click I've permanently lost my 2FA-enabled device.
You will now be switched to email 2FA to ensure you can continue to access your account.

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

(If this is your scenario, complete the steps above to choose this option)
If you want to switch 2FA to a new device, from the device or email you were previously using, click I have a new phone and I need to set up 2FA.

Using your backup codes

Two-factor authentication

Switching your two-factor authentication device

Switching between email and app two-factor authentication

Setting up two-factor authentication on a new phone

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