2 authenticators, no MFA

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As I am not an IT expert by any means I am finding these whole process quite daunting, as having set up the authenticator and trying to send a STP report, I have had no success.  I believe the ATO didn't even receive the report and all I saw was a quick pop up message referring to Co. info errors.  Now I can't access with an MFA code at all...........
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Deb

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Posted 2 months ago

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Rav, Community Manager

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Hi Deb,
Can you step us through the process that you're going through, ie. which authenticator are you using and which did you use to get set up initially?

When you say you can't access with your MFA code at all, are you encountering any particular message?
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Deb

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Hi Rav, we originally set up R's else's iphone as the authenticator for my reckon portal on my pc.  I could get an MFA code at that point but couldn't get the STP report through as I referred above.  Today R bought a tablet to use as the auth. but when I went into the Reckon Portal we could not get an MFA at all from either the phone or tablet.  R tried to revoke the auth but it still needs an MFA code.  I saw your post about sync'ing the auth. times which I did on the portal but R didn't want to touch his iphone.  Not sure what to do next.......
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Juli White

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Hi Rav, I seem to be having similar problems as Deb here. I had access with the MFA and then didn't so deleted the MFA account on my phone and can't reconnect. Is there anyway of resetting the MFA?
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Deb

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Hi Rav, seems there's a few issues going on with the portal..... After I communicated with you the other day the Reckon Tech support team finally answered the phone so that person said he would email the Reckon I.T team to revoke the portal for me so I could start again.  I was meant to hear back between 4 & 24hrs.  That was Monday and I haven't heard anything since.  Are you able to chase this up for me if I give you my Case ID No.?  Thank you, Deb.
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Rav, Community Manager

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Hi Juli,

You can revoke MFA from your account yourself via your Reckon Portal account settings but it requires that you have the original app that you used to authenticate initially. Unfortunately, as you've deleted the app, this won't apply.

If you don't have the original Google Authenticator used or if you need a MFA code revoked from your Reckon Portal account for any reason other than the above, there are stringent security controls around this.

You must get in touch with our Support team to initiate it as they will need to verify the account owner. If this is successful, they will organise for MFA code to be revoked. Its not instantaneous unfortunately due to the sensitive nature of information in the Single Touch Payroll process.
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Deb

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Yes, I did this Rav, as per my Case ID I got on Monday.  They did verify me as the account owner and, as I said, they were meant to advise me within a 24 hr period that it had been revoked........... 
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Rav, Community Manager

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Sorry Deb, I didn't see your reply earlier. These are usually completed by the devs in batches and if you haven't heard back already then let me know the case ID. I can't make any guarantees but I'll see what I can dig up for you
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Deb

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Thank you for your response Rav, I have since spoken to a tech support person at Reckon as been waiting on the phone for a while.  Hopefully they will sort things from their end as having to revoke my portal account and then I will be able to start again once contacted.  Let's hope.