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
Hi Sai,
Thank you for your reply and advice.
The user has tried to follow the steps the provided link and tried to submit a case via MyAccount, however both of these require access to their account, which they do not have as they are roadblocked and stuck at a stand still on the login page due to the 2FA issue.
So in order for them to reset their 2FA, they need access to their account. But to have access to their account they FIRST need to reset their 2FA. You can see the irony in this situation, I am sure.
Princess above as suggested having Support reset over the phone, I had to dig deep to find a phone number though! I will have the user try this as nothing else is working.
P.S. the virtual assistant was not helpful at all, good for finding general information but not so much for troubleshooting specific issues.
