STP

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  • Updated 1 month ago
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I successfully lodged my first STP. However I updated my phone and restored from an old backup which resulted in my losing the details on my multi factor authenticator app. Now I cannot get into GovConnect to lodge my second STP.  Please help!!
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Jodie

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Posted 9 months ago

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Rav, Community Manager

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Hi Jodie,
If you don't have the original Google Authenticator used and need the MFA revoked, 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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Michelle

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Hi I need assistance with this as well. as MFA was not working.
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Rav, Community Manager

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Sorry to hear that OC,
What's the issue you're experiencing with your MFA specifically?

Are you using the Google Authenticator app? The most common cause we've come across with MFA failures is due to the app not being synced with the time settings on a device. It can be rectified by going into the Settings menu in the Google Authenticator app, selecting 'Time correction for codes' and syncing.
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Michelle

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Yes I am using google authenticator,  once code is put in I get a red screen with 401:unauthorised.
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Rav, Community Manager

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Has this STP entity been shared with you? Or did you create it yourself?

Did you try the time correction step above? Have you logged out of the Reckon Portal and retried?
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Michelle

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I have spoken to support, they said they fixed it? but its not working. Unable to find settings in google authenticator.  When I click the edit, it shows reckon portal service,  the 4 lines to the right I am unable to open.  the circle to the left only gives an option to delete.