Multi Factor Authentication set up issue

SueFielden
SueFielden Member Posts: 4 Novice Member Novice Member
in Accounts Hosted

We have several Franchisees and we have, and do re-issue licenses to New Franchisees as they come onboard and replace the old ones. When they have gone to Enable MFA for Reckon it has come up with the original email address from the previous/original person on that license. Why would be when there email address was changed when they took over the license? This is very confusing as we don't know what address this should be when setting up MFA

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Hi @SueFielden

    Where specifically are you seeing the previous email address appear during the MFA setup process? Is it in an authenticator app or within Hosted itself?

    If you can provide a bit more detail and/or any screenshots where applicable that would be great.

  • SueFielden
    SueFielden Member Posts: 4 Novice Member Novice Member

    This is in the authenticator app (Microsoft) . When we first scanned the QR code to Enable MFA - it shows the both the original username and email - although these were changed when the license was re issued - in Manage Users it shows the new/changed username under that license. We have 2 instances of this so far and will have more.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    Thanks @SueFielden

    Can you please confirm that the email address and user name for the associated Reckon Portal account for that user has been updated to the new email address and user name.

    To do that, head over to https://portal.reckon.com/ and sign in with this user's Hosted login credentials. Click on Profile in the top right corner and confirm whether the email address has been updated.

    If not, update it here by clicking the Edit button.

    image.png

    Once you've done that you may need to revoke then re-enable MFA in order for the updated details to show in the authenticator app.

    Let me know how you get on or whether you have any questions.

  • SueFielden
    SueFielden Member Posts: 4 Novice Member Novice Member

    Hi Rav

    I don't have any access into Reckon Customer Portal, I have never used this ? what is it for,is it linked to my Reckon Hosted in some way?

  • Kris_Williams
    Kris_Williams Member Posts: 3,814 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    the customer portal is what you are in when you lodge the STP - Reckon Gov Connect

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager
    https://community.reckon.com/discussion/comment/20645086#Comment_20645086

    Yes, each Reckon Accounts Hosted login has an associated Reckon Portal account automatically created for it as well.

    Some Hosted users use it, some don't and instead create a Portal account under an email address to use for STP.

    When that associated Reckon Portal account is created, it's created with the Hosted user details as they were at the time.

    I'm fairly confident that once you login to the associated Portal account under this Hosted user and update the email address there it will reflect this for the MFA.

  • SueFielden
    SueFielden Member Posts: 4 Novice Member Novice Member

    HI Rav

    Just to check, we are New Zealand Users and I have asked my other users/Administrators it is nothing that we have had any knowledge of and we can't see that we have this Portal account, We only have access to the Control panel for any administration of Users etc??

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,740 Reckon Community Manager Community Manager

    No worries @SueFielden, we should be able to get to the bottom of it.

    Can you please send me a private message with the user name and user ID of the specific user this relates to and I'll take a look on our end in relation to the associated Reckon Portal account for that specific user 🙂

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