MFA is driving me nuts!

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  • Problem
  • Updated 5 months ago
I might have set up Reckon GovConnect before, but haven't used it for quite a long time. Now I want to use STP, and it got stuck. The smartphone I used to set up MFA was a Samsung S8+. It had some issues last year so I got a new Note 9, restored all apps from S8+, and Google Authenticator is one of them. Now I cannot get into STP because it asks me for a 6 digit code to verify MFA. The code I generated on my new phone just doesn't work. I have tried synch time, it doesn't work. I forgot the Recovery PIN, and it requires the MFA to view the Recovery PIN! Is it a dead circle? Or Catch 22? I give up! Called Reckon One Support and the guy told me that they will escalate the issue to another department to revoke the MFA. It has not been done yet. My god!!!!! Can someone give me some quick help instead of weeks???
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Nate Wang

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Posted 5 months ago

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Kevin Russell, Accredited Partner

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You need to revoke the 2fa from your old phone before you add it to your new phone. You need to instal the authenticator to the new phone. You can't use Google to transfer the app. It doesn't work that way.
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Nate Wang

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HI Kevin, the old phone had been sent back to Hong Kong for a warranty replacement, so I cannot get it back. So what can I do?
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Kevin Russell, Accredited Partner

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You're in trouble. There is a knowledge base article for this. 5698. Have you called Reckon?
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Nate Wang

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Well I think it is an inherent flaw in the design of MFA and STP then because it is not impossible that their devices may get lost or damaged. I have called Reckon and they said they are going to revoke it and let me know. But my experience with Reckon's support is not a happy one.
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Kevin Russell, Accredited Partner

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It's not a flaw with Reckon. It's inherent in the authentication app. It's why you need to store the recovery key somewhere safe. You still need to ring Reckon. You know Zero and Myob work the same way. QuickBooks doesn't. Glad to be of service by the way. And thanks for your question.
(Edited)
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Rav, Community Manager

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Spot on Kev
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LyndaC

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Hi Nat

I had the same problem with changing my mobile phone and discovered after a lot of mistakes and days of reading all the rubbish on google, it turned out that what you need to do is go into the program (Reckon, MYOB, Xero etc,) and turn off the MFA in your profile or setting, wherever you set this up.  Then you need to put the google app on your new phone then reconnect to all your programs.  The turn off function should be somewhere in your set up profile in Reckon, it took me quite a while to find it in both the MYOB and the Zero programs.

Hope this helps
Lynda
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Kevin Russell, Accredited Partner

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Lynda that's excellent. I'm going to get this information today and I'm going to document it for myself. It's astonishing it's not in the Reckon Knowledgebase.
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Rav, Community Manager

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We've got this covered in the Single Touch Payroll FAQ help article here -
Single Touch Payroll FAQs
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Nate Wang

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Thank you Lynda. Reckon team has revoked MFA in Reckon One for me over the weekend and I followed what you suggested and it is now working. What buggers me was the deadlock in the Profile in Reckon which asks a user to verify by generating a code in their MFA to revoke MFA. Anyway, it is resolved. Thanks everyone.
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Kevin Russell, Accredited Partner

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That's not helpful Rav It should be in the Knowledgebase
(Edited)