Multi Factor Authentification When overseas

gavinuys
gavinuys Member Posts: 2 ✭
in Reckon Payroll App & Web

Hi,


I am overseas during Tax Time and as such can not use my mobile device associated with the account and can also not call the help line from Europe.


Is there an e mail support line that I can use or a skype/whatsapp etc?


Any help will be appreciated.

Comments

  • swakhlu01 .
    swakhlu01 . Member Posts: 483 Payroll App Expert Payroll App Expert

    @gavinuys your query is whether you can seek support for Reckon Payroll app when overseas. If you have basic Payroll App then this community forum is perhaps your only support option. So I am guessing as long as you have access to a web browser you can continue to post queries as you have done now. However, if you have Premium Payroll app then you should be able to log a web support ticket.

    Though based on your query it is unclear whether you need access to the Payroll app whilst you are overseas. The topic of your post is indicating you are unable to access the app as the MFA is not functional since your normal mobile phone number is not accessible overseas.

    My suggestion is to select international roaming on your phone when overseas. The SMS incoming service is usually free if the your service provider as an arrangement with a local service in your overseas destination. The other option is to use Google authenticator app for MFA. However, you may need your existing phone to be active to make the changes in your Reckon customer portal. (chicken and egg one would say😅)

    https://portal.reckon.com

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,090 Community Manager Community Manager

    Hi @gavinuys

    The Payroll App can only send Multi-Factor Authentication codes to an AU mobile phone number. From what I understand other methods such as email, Skype etc are not accepted as part of STP requirements for software providers.


    The other option is to use Google authenticator app for MFA. However, you may need your existing phone to be active to make the changes in your Reckon customer portal.

    Also, just a little correction to the suggestion from @swakhlu01 . above. The Payroll App can only accept MFA via SMS delivered to the nominated AU mobile phone number. Using Google Authenticator is not applicable in this situation.

    Reckon Logo - Signature.png
  • gavinuys
    gavinuys Member Posts: 2 ✭

    Thank you both for your replies. You have accessed the situation correctly. The challenge I have is that the Provider (Mobile) I realised only once overseas is that they do not offer International Roaming. I have been able to purchase a Sim card here but of course that is on a different number.

    I guess I will have to wait until end of August and submit my year end Payroll late.

    Again, I appreciate your help.

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