Never received SMS code to setup my TFA when logging in to Reckon Payroll

Christopher Emmanuel
Christopher Emmanuel Member Posts: 3 Novice Member Novice Member
in Reckon Payroll

As the above title, I have never been successful in receiving the TFA SMS code to my mobile no matter how long I wait nor when I click resend.

Reckon Payroll-TFA-01.jpg
Reckon Payroll-TFA-02.jpg

As of the time of writing I have been waiting for more than 15 minutes.

Please help.

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Comments

  • Christopher Emmanuel
    Christopher Emmanuel Member Posts: 3 Novice Member Novice Member

    Update: I have to revoke the MFA for GovConnect and re-enable it using the mobile number and then I can login to Reckon Payroll. Why allowing people to use other MFA app and creating issue with Reckon Payroll MFA as it only allows SMS MFA.

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

    Glad you got it sorted @Christopher Emmanuel

    Were you using MFA via an authenticator app with your account?

    Reckon Payroll currently only supports MFA via SMS however if you prefer to use an app-based authenticator you can still access Reckon Payroll however you'll need to do so via https://portal.reckon.com/

    Once you're logged in and passed MFA then click Reckon Payroll on the left and your book will open.

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    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.

  • Christopher Emmanuel
    Christopher Emmanuel Member Posts: 3 Novice Member Novice Member

    Yes I use MFA using app based authenticato for GovConnect and yes I open the Reckon Payroll from portal.reckon.com. Anyway, when I click open ReckonPayroll it keeps asking for mobile no and creating the issue of no SMS received. But once I revoke the GovConnect and re-enabled using SMS. I can open Reckon Payroll.

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 430 Reckon Staff

    Dear @Christopher Emmanuel ,

    It is possible your carrier may be blocking Reckon 2FA SMS messages.

    To fix this, you will need to do the following:

    1. Set your phone to Flight Mode/Aeroplane Mode.
    2. Power down your phone.
    3. Wait 15 seconds.
    4. Restart your phone.
    5. Turn off Flight Mode/Aeroplane Mode.

    After this, attempt to sign-in to the portal/payroll again.

    You should now start receiving 2FA SMS messages.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 430 Reckon Staff

    Hello @Christopher Emmanuel ,

    Have you had much success with the following steps?

    Let me know - I'm always happy to help.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

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