Google authenticator for STP

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  • Updated 1 year ago
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I have had to do a factory reset for my phone and had to re-download the authenticator app for STP. It is asking for the QR code when i first set it up. How do i get another copy of that so i can upload my STP again?
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Sian Ward

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Posted 1 year ago

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Rav, Community Manager

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Hi Sian,

In normal cases, 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/reset your phone, 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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Cathi P

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This answer is not correct, as you can use the Recovery Pin created when you first set up the authenticator app to do it yourself. Provided you have the Recovery Pin available, you simply click on revoke MFA and choose Recovery Pin as the method (after logging in to the portal and clicking on your profile - the person icon in top right).

If you cannot find your Recovery Pin (or somehow didn't set one initially), you'll need to ring tech support, but as Rav mentioned this is not quick, and I was told that on a Friday afternoon it was likely to take until Monday.

(By the way, the contact us link in Rav's post will provide a phone number that simply tells you to contact tech support via the number you see when logged in, so hopefully you've recoded that in your phone or know how to find it. In Hosted I found it under the "i" icon in the left arm of the floating toolbox circle)
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Rav, Community Manager

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Yes, the MFA Recovery PIN option has been recently released which makes it easier to revoke MFA if the original authenticator is no longer available. 

My post above was correct at the time (in September) but we've now made it easier for users to be in more control of managing MFA.

More info on the MFA Recovery PIN here -
Recovery PIN: Setting, View/Changing and Using your Recovery PIN