I'm sorry but this is very unhelpful, generic response.
"When you sign in to your account for the first time, you'll be prompted to set up 2FA."
If this was the case, I would not be still trying to get access for this user. This is an additional user, who was already set up before the 2FA became mandatory. They were an inactive user. I am bring them back on board from some remote assistance. I had them come to my office with their laptop and they tried to login in front of me - entered username (email) and password, then asked for 2FA code. No other options. We tried resetting password. Same result. I cannot delete them as a user as they already have an audit trail.
"For more details, check out this link."
As mentioned, I have already been around in circles with all of the available online info. I have been using MYOB as a qualified bookkeeper for 13 years and have never had any issues finding the MYOB information I need, but there is nothing pertaining to our specific situation.
"We also have our self-service offering to reset 2FA by going to https://myaccount.myob.com/. "
As mentioned, the user cannot reset the 2FA as they cannot access their account. My account as administrator seems to be unique to my login and 2FA - not any additional users.
"If that doesn't work, you'll need to directly reach out to our support team by connecting to our live chat agents through our virtual assistant MOCA. "
I tried the virtual assistant before posting in the community and was given the same unhelpful, generic advice as above.
Why can we not speak to a real person at a call centre? We pay $150 per month for our subscription and as mentioned, have been loyal customers with MYOB since 2012. I need this user to be able to access their account. Please, can anyone offer any further advice?
Hi Jozi,
Thanks a ton for being our fantastic customer for the past 13 years! If they were a previous inactive user, they would have had two-factor authentication (2FA) set up before becoming inactive and if they no longer have access to the 2FA method, they'll need to get in touch with us to reset it. Our support team takes care of resetting 2FA, and the best way to reach them is over the phone. Just click this link to find all our support options.
Cheers,
Princess
Hi Princess,
Thank you for your reply.
I do love and appreciate MYOB, despite this situation being extremely frustrating. Maybe here should be a pop up with support options when trying to log in and having trouble with 2FA. T
Thanks for the support link, this link doesn't readily display a phone number, however I have managed to find one in my account under BETA Priority Support.
I am hoping you can answer the below question for me before we spend time on the phone.
To reset the 2FA for a specific user - can I do this as the administrator/owner of the file, or does the user need to call? Or do we need to be together in the same office for them to have authority to do this? The user is a 2.5 hour round trip away so I am hoping either one of us can call.
Hi Jozi,
The user will need to reset their own 2FA, so they'll need to do this themselves. As the administrator/owner, you can't reset it for them. The good news is they don't need to be with you. Just follow the steps in this link to reset 2FA: Setting up additional two-factor authentication (2FA) methods.
If they're still having trouble, they'll need to reach out to our live chat support through our virtual assistant MOCA or submit a case via MyAccount for further help.
Regards,
Sai
