two factor authentication not working

LJack
LJack Member Posts: 6 Novice Member Novice Member
edited January 3 in Reckon Payroll

Hi Guys

We have only just migrated from Payroll Premier to Payroll STP2 and my two factor authentication to my mobile phone is not working?? so it wont let me log into the system.. I cant really do anything without it??

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @LJack

    Can you give me a bit more info on this. When you say the MFA to your mobile isn't working, what is happening specifically? Is the SMS with your MFA code not coming through or is something else going on?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • LJack
    LJack Member Posts: 6 Novice Member Novice Member

    Hi Rav

    Sorry... yes the MFA code is not coming through to my mobile number... I get nothing on my mobile.... I have checked my Reckon Account and have put in my mobile in case that was an issue but it didnt fix it?? not sure what to do???

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Do the SMS codes usually come through pretty quickly on other/previous times you login?

    Try switching your phone to flight mode for 2 minutes. This will disconnect your phone from the mobile network. After that turn flight mode off and your phone will be forced to poll your network provider and any queues messages should come through. Try logging in again after that and see how you go.

    If you're still not having any joy after the above, then give our support team a call and they can arrange the removal of your existing MFA from the account after a quick security check. After that, the next time you login you'll be asked to setup your MFA again.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • LJack
    LJack Member Posts: 6 Novice Member Novice Member

    Yes on other apps it is very quick to come through.... but I will try your suggestion and call the support team if that doesnt work... thank you for your help.. have a great day :)

  • LJack
    LJack Member Posts: 6 Novice Member Novice Member

    I am having real problems with the new Reckon Payroll... I set it all up last week and now today when I go to sign in.. I have to do the book details again??

    Reckon Payroll - Complete Company Setup.JPG

    it wont even open up for me... its asking me to complete company setup ... but I have already set it up??

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