Set up passkeys for faster sign-in and fewer lockouts.
After you set up a passkey, you can sign in on a trusted device without your password. You can also give yourself options by setting up multiple passkeys.
If you get stuck signing in with two-factor authentication (2FA), we're here to help.
Troubleshooting
I temporarily don't have access to my phone
Left your phone at home? If you've set up additional 2FA methods, click Try another method when prompted for your 2FA code to use another method or to use a recovery code.
If you're still stuck, click the chat bubble below to ask MOCA, our virtual assistant, for help. If MOCA can't help, you'll be guided to our other support options, including live chat.
I'm getting an error when entering my code
Are you seeing this error?
Check the following:
Have you entered a code for another account?
If you use more than one 2FA app, have more than one account in your 2FA app or you use more than one MYOB product, it's easy to enter the wrong code for your MYOB software. Check that you are getting the code from the correct 2FA app and try again.
For example, if you're using app-based 2FA and you have two MYOB accounts, check the email address under the code – it needs to be same as your MYOB login email for the MYOB account you're trying to access:
Have you entered an expired code?
If you're using:
- email 2FA, your code will expire after 5 minutes. If your code expires, start the sign in process again and you'll get a new code email automatically.
- app 2FA , your code will refresh after 30 seconds. Make sure you're using the latest code.
Is it taking too long to get codes using email 2FA? Consider setting up additional 2FA methods to give yourself options and avoid getting locked out.
Is your time zone out of sync? (Android only)
The codes that Google Authenticator generates depend on the correct time on your Android device. If your verification codes generated by Google Authenticator aren’t working, it might be because the time on your Android device is incorrect
Follow the instructions for syncing Google Authenticator on an Android device.
Have you locked yourself out?
If you've entered the wrong code too many times, your account will be locked for twenty minutes and you'll have to wait before trying again.
If you can't receive 2FA codes and don't have a recovery code, click the chat bubble below to ask MOCA, our virtual assistant, for help. If MOCA can't help, you'll be guided to our other support options, including live chat.
I'm being returned to the sign-in window after entering my 2FA code
Clear your internet browser cache and try again (see these instructions).
If you're still experiencing the issue, make sure you're opening MYOB Business using the correct link (app.myob.com).
My 2FA code email hasn't arrived
If you use email 2FA and emails are taking longer than 2-3 minutes to arrive, start by refreshing your email inbox.
You can also:
check your junk or spam folder and mark any 2FA emails as ‘not spam’
open the browser version of your email app, as it may receive emails faster than the desktop version
add no-reply@myob.com to your address book or trusted sender list
star, flag, or mark your 2FA emails as important. This tells your mail provider that you want these messages
whitelist our IP address. Ask your IT administrator to add “198.37.156.227” to the whitelist so that emails sent from this IP address are not blocked
Still not getting your 2FA emails?
If you can't receive 2FA codes and don't have a recovery code, click the chat bubble below to ask MOCA, our virtual assistant, for help. If MOCA can't help, you'll be guided to our other support options, including live chat.
App + SMS 2FA gives you more options, best security and ease of use
Give yourself options by setting up both app and SMS 2FA.
For the strongest protection, we recommend using an authenticator app as your main 2FA method, with SMS as your backup. Email 2FA is our least secure option and is only there if you can’t use app or SMS, and over time we’ll be moving away from it.
I can't close the 2FA window
Press Alt + F4 to close the 2FA window. Note that you'll still need to enter a correct 2FA code if you want to access your MYOB software.
You can now manage some 2FA settings yourself, such as your 2FA method. See Manage your security in My Account.
Passkeys give you more options, security and ease of use
Give yourself options by setting up passkeys. Passkeys are a phishing-resistant way to sign in to all MYOB software and services without entering your email address and password. Passkeys work with a quick check on a device you trust.
A passkey is an alternative to signing in with a password. You don’t necessarily need to complete a 2FA check after signing in using a passkey (but 2FA must still be set up and you may still be prompted to enter a 2FA code in some situations, like when you change your security settings).
For the best protection against being locked out of your MYOB account, set up multiple passkeys:
on different devices, like your laptop and phone
in a cross-platform password manager, like 1Password
in an account-based password manager, like ICloud Keychain or Google Password Manager
That way, you can sign in to your account if you lose access to a device. Setting up multiple 2FA methods, like app 2FA for your primary 2FA method with SMS 2FA as a backup, can you give you additional sign-in options.
I'm still stuck!
If you still can't sign in, click the chat bubble below to ask MOCA, our virtual assistant, for help. If MOCA can't help, you'll be guided to our other support options, including live chat.
FAQs
What devices can I use for 2FA?
It depends what 2FA method you're using:
App - Android, iOS and Windows phone or tablet devices
SMS – Any mobile phone that can receive text (SMS) messages
Email - Any computer or device that can access the email account you use to sign in to MYOB. Email 2FA is only available if you set it up when you first set up 2FA.
What if I change my device or phone number?
If you're using:
SMS 2FA and keeping your old phone number, you'll be able to receive 2FA codes on your new phone without needing to set up 2FA again
app 2FA, you'll need to download the authenticator app on your new phone and set it up.
And if you've changed your phone number, you'll need to set up whatever 2FA method you were using on your new phone.
Find out how to set up 2FA on a new phone.
Do I need phone reception or internet access?
It depends what 2FA method you're using:
App - You don't need internet access or phone reception to receive 2FA codes through the app.
SMS - You need phone reception to receive 2FA codes via SMS.
Email - You do need internet access to receive emails containing your 2FA codes. Email 2FA is only available if you set it up the first time you set up 2FA.
Find out how to set up 2FA on a new phone.
Which authenticator apps can I use for 2FA?
You can use authenticator apps available from the Google Play or App Store app on your phone, like Google Authenticator or Microsoft Authenticator.
Learn more about setting up additional 2FA methods and setting up 2FA on a new phone.