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Change phone number in Multi Factor Authentication

JO-ANNEJO-ANNE Member Posts: 114
edited February 17 in Accounts Hosted


I need urgent help please

I cannot change the phone number, we do not have access to the number currently listed.

This is a difficult process


  • RavRav Administrator Posts: 10,096 Administrator

    Hi @JO-ANNE

    Just to confirm, does this relate to a free Single Touch Payroll mobile app account which this discussion has been created under or is it for a different Reckon STP software?

    If this relates to the STP mobile app then to remove the existing phone number associated with Multi-Factor Authentication (MFA) can be done yourself via the account settings IF you still have access to the current phone number. You've mentioned that you don't have access to it though so instead we'll need to make some changes on our end.

    In order to do so I'll need the following details on a signed business letterhead

    • ABN
    • Email address your app account is registered under
    • Full legal name of the entity
    • Existing phone number associated with MFA
    • Your full name and contact details
    • Signature of the owner/authority of the ABN

    Send that through to me at [email protected], ATTN: Rav and include the link to this discussion. Let me know when you've done that and I'll action this for you.

    If this relates to other Reckon software that you using for STP submissions, then our technical support team can assist in actioning this for you over the phone.


  • JO-ANNEJO-ANNE Member Posts: 114

    Rav this is ridiculous...it should be a simple process within Reckon, it was possible last year. So obviously

    Reckon has changed things so this can't be done by the user

    this is such a time consuming difficult process

  • RavRav Administrator Posts: 10,096 Administrator

    With respect Jo-Anne, the whole purpose and point of Multi Factor Authentication (MFA) is to prevent those without the relevant authenticator gaining access to the account ie. those without the authenticator/phone number etc. I appreciate that it can be inconvenient to deal with in instances such as this however MFA is an ATO mandated requirement for the Single Touch Payroll process.

    The process in revoking MFA has not changed. Conversely, we've made it easier to manage MFA at a user level by adding the ability to remove the assigned phone number yourself either via the existing authenticator or via Recovery PIN. There is info on this below.

    This also applies to the STP mobile app if that's what you're using.

  • JO-ANNEJO-ANNE Member Posts: 114

    Rav I have emailed the requested information, please advise when this will be addressed. It is urgent

  • RavRav Administrator Posts: 10,096 Administrator

    I've received your email and have organised the removal of the existing MFA on the account.

    The next time you login you will be prompted to add a new phone number for Multi Factor Authentication. I'd also recommend that you take a couple of minutes to setup your Recovery PIN so that if you find yourself needing to remove the MFA again in future then you can do it yourself directly from your account which is a quick & easy method.

    Info below -

  • JO-ANNEJO-ANNE Member Posts: 114

    Thanks Rav, yes I have a recovery pin but as staff members have changed, they haven't updated it.

    so I will update that also.

    thank you

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