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2FA

RayJordan

Hi, I'm not new to MYOB AccountRight, but I have a new problem.

I work for our AU business remotely from the US. I have my US phone set up to receive the 2FA code, but it has never worked. Apparently, AccountRight doesn't send SMS to overseas numbers.

To workaround the above, for the last couple of years I have been successfully using recovery codes. I use the code generated and copied from my previous login. No worries... until today.

I copied and pasted the last recovery code into the box and I got "please match the requested format". I have repeated the process multiple times, but same result.

I don't know what to do now. I am locked out of my account.

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Accepted answers

Isaiah_C

Hi @RayJordan,

Thanks heaps for sticking with it and giving all the suggestions a go and a big shout-out to @The_Doc for jumping in with some possible workarounds too. Always great to see the community helping out. Totally appreciate you calling out that the 2FA options (SMS and recovery code) aren't coming through or working at all, even after a password reset and trying different devices. At this point, since you've already tried the other workarounds and you're still blocked by 2FA on that second business, the best next step is to jump onto our live chat support through our virtual assistant, MOCA, or submit a case via My Account. One of our support legends can help unlock the account and get the 2FA sorted, so you can log back in without any more roadblocks. Once you've back in, they can also help you add another 2FA method, just to make things smoother going forward.

Regards,

Sai

All comments

Isaiah_C

Hi @RayJordan,

Regards,

Sai

RayJordan

Hi @The_Doc

Thank you, trying 'forgot password' was a thoughtful suggestion. Unfortunately, after creating the new password you are required to log in again and the same two 2FA alternatives appear - SMS and recovery code. Neither of which are currently working. I am still unable to log into my account to make a change to the 2FA preferences.

How am I able to post here, you ask? I have two businesses with two separate MYOB accounts. Business 1 has email and recovery code set up as the 2FA alternatives. Email works fine for 2FA and that is where I have logged in from. Business 2 is the one I am currently locked out of.

I even tried using a different browser and even a completely different computer (via VPN). All to no avail.

I think we need someone from MYOB to step in here. @MYOBDude

The_Doc

Hi @RayJordan

Authenticator apps are the best way to go in my opinion - they are very secure - I use 3 different ones - Duo, Authenticator, Google -they all work absolutely.

Ok, so you are locked out - try selecting - 'forgot password' - that emails you a link to reset password - this 'may' provide a way forward to unlock your account - this works for many lockouts.

Regards The Doc

RayJordan

Hi @The_Doc

Thanks for the reply. There is actually a 4th method of authentication (the one I have been using for almost 3 years) - recovery code. This is the method that I am suddenly and unexpectedly having trouble with.

After entering my email and password, I am provided with only two methods of 2FA - SMS and recovery code. An email option does not appear. SMS does not work for my US phone number and the recovery code is now not working either.

I don't use, nor have ever used an authenticator app, except for the government MyID app.

Since I cannot log into my account, I am unable to set up or switch to any other 2FA mechanism.

The_Doc

Hi @RayJordan

Not sure about getting sms codes via phone sms but there are other ways to get your 2FA authentication which MYOB supports.

via email
via an authenticator app
or as you say via sms.

All three methods I use for other accesses eg - PAypal use phone sms - and that works fine - internationally

We have clients who use MYOB going overseas but never allow international access - they vpn into our cloud server and then access myob via the server and the 2FA arrives via email which is also received on the server - works 100%.

I would suggest you change authentication method to email 2FA - which I assume you receive on your laptop or mobile - or use an authenticator app - this is secure and works well - MYOB as of recently allows you to go into your MYOB profile and change your authentication method on the fly - this was not possible in the past without ringing myob for them to do it.

The Doc