Forum Discussion

GraemeLM's avatar
GraemeLM
Trusted Partner
2 years ago

2FA Signup Errors

Is something wrong with 2FA signup? We have had 2 different clients report the same message when attempting to sign up for 2FA today:   We didn't recognise that email or password. Please try again...
2FA
Advanced
mfa
MYOB
KathyDavis's avatar
KathyDavis
Experienced Partner
2 years ago

Our clients have been struggling also, I have been logging cases to get the accounts reset, in somecases, there hasnt been one to reset, and the MYOB provider has not beeen ticked either.

  • GraemeLM's avatar
    GraemeLM
    Trusted Partner
    2 years ago

    Thanks KathyDavis I will log tickets to get them looked at.

    It seems there are some links that load error pages, and others that don't.

    But regardless the sign up process is still presenting account/password issues or not existing. 

    • Will_H's avatar
      Will_H
      MYOB Moderator
      2 years ago

      Hi GraemeLM  / KathyDavis ,

      The symptoms presented here look like user error to me.

      The most frequent thing I see is confusion between users of their:

      MYOB Advanced site password; (Green button)

      MYOB IDS account : (I often call it a MyDot account, it's the same account they have for the Community forum, or any other MYOB products they might have used)


      If they are trying to log into MYOB Advanced, they need to use their Advanced specific username & password 

      If they are trying to log in via the Purple button, they need to:

      1. Make sure they have an IDS account. (Many people don't)

      2. Make sure they use the separate IDS password. 

      Note: It's not always the same email address, they can be unlinked.
      (My advanced account can be sales@rapidbyte.com and my Identity account could be will.howard@rapidbyte.com , for example.)

      My troubleshooting steps are probably:
      A) Confirm they can log in to Advanced using their Advanced Site Username/password via Green button
      B) Confirm they can log in directly to our Identity services  (community.myob.com uses the same auth, so you can send them here and ask them to try logging in/creating an account)
      https://help.myob.com/wiki/x/eQOJB

      I'm not saying our identity services are infallible, just the above looks a lot like what happens with user error.

      I won't be able to offer any ongoing support here, and if you/your customers are having issues, please raise cases in Phoenix.  

      • GraemeLM's avatar
        GraemeLM
        Trusted Partner
        2 years ago

        Thanks Will_H for that info.

         

        The problem is this user hasn't got a MyDot account that they know of so we are trying to follow the process so it creates one. We're caught between unable to use what it doesn't recognise, and not being able to create what doesn't exist.

        I have logged cases for the two clients/users so far.

         

        To be sure there wasn't one we used the Forgot Password process so in the event it existed we could reset the password, but nothing comes from it.