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Solutions to common issues with MYOB Two-Factor Authentication (purple button) Sign In

What to do if you have lost your 2FA device or forgotten your password

Disclaimer: This information about how to use MYOB Advanced is of a generic nature and is based on information supplied by MYOB. Not to be relied on for legal, accounting or employment advice. Screenshots are examples only and contain demo data so any resemblance to personal information is coincidental.

Secure Authentication

Secure Authentication Sign-in Issues and Resolutions

You can manage your own secure authentication credentials at myaccount.myob.com unless you have lost access to your MFA method (phone with authenticator app).

Issue Resolution
When I sign in using 2FA, I am prompted every day for my MFA code

From 1 October 2024, MYOB has shortened the maximum timeframe between MFA prompts to 24 hours.
Previously, MYOB only prompted for MFA if the assigned risk factor had become too high (for example, signing in using a different browser or from a different location).
When I sign in, I can't see all the tenants

This issue usually occurs when your internal (green button) password is not the same in each tenant. 
Sign out of MYOB Acumatica. To fix this:
1. Sign out of MYOB Acumatica. Close the browser.
2. Launch a new browser and go to the login screen.
3. Click the cross to ensure that no Tenant is selected.

deselecttenant

4. Click the 'Forgot your credentials' link and follow the prompts to reset your internal password. 
Sign in
5. Sign into MYOB Acumatica again as usual using the (purple) Secure Authentication. All your tenants should now be visible from the dropdown menu in top right of screen. 
I've forgotten my Secure Authentication password 

Click the purple Secure Authentication button to sign in. Enter your email address and click Next. Use the the 'Forgotten your password?' option to reset your password.
forgotpassword
No email instructions for resetting my password were received

Ask your site administrator to check that your 2FA email address matches your email address on the Users form in MYOB Acumatica. Update as required.

Then sign in to MYOB Acumatica using the green 'Sign in' button and then follow the steps to sign up for a two-factor authentication.
You use one MYOB 2FA account to sign into multiple different MYOB products Sign in to MYOB Acumatica using the green 'Sign in' button, follow the steps to sign up for a two-factor authentication but when you get to the Sign up to MYOB screen, click Log in rather the green 'Continue' button.
2FA error: "The system cannot process an external authentication" Try to sign in again by clicking the purple 'Secure Authentication' sign-in button
2FA error: "The account already exists. Please sign in as this account or sign up with a different email address."

You have an MYOB 2FA account but it is not linked to your MYOB Acumatica profile.  

alreadyhaveanaccountIf you have access to the 2FA method (phone or authentication app), then click Already have an MYOB account?, enter your email address and then your password.  Your MYOB 2FA account is now linked to your MYOB Acumatica profile and you can use the purple Secure Authentication button to sign in going forward.
2FA error: "The email address and/or password used for authentication are invalid" Follow the steps to sign up for a two-factor authentication but when you get to the Sign up to MYOB screen, click Log in rather the green 'Continue' button.  This will link your existing MYOB 2FA account with your MYOB Acumatica user profile.
I'm planning to change phones and I want to set up authentication on my new phone.  I still have access to my current phone.

Go to myaccount.myob.com/account/security and add a second security method (SMS), then remove the Authenticator app method, then re-add the Authenticator app method using your new phone.
You can no longer access the phone used to generate your authenticator code or the phone number used to receive your SMS code

You can manage your 2FA device and password by signing in to myaccount.myob.com. However, you won't be able sign into this account without your MFA code unless you have saved your recovery codes or set an additional 2FA method (such as SMS or email).

If you can't sign in to myaccount.myob.com and using the 2FA sign-in method is not mandatory for your MYOB Acumatica site, please ask your MYOB Acumatica system administrator to clear your 2FA association against the External Identities tab for your login on the Users screen in MYOB Acumatica. Click here for more detailed instructions.

Once your 2FA Association has been cleared, you will be able to access MYOB Acumatica using the password-only (green button), unless your site administrator has enforced 2FA or you are a payroll user.

Then, to clear your 2FA profile so you can set up your new device, please contact BusinessHub and we will log a request with MYOB to reset your 2FA profile.

When can BusinessHub help?

Most of the time, users will be able to manage their own access to MYOB Acumatica using Secure Authentication (including secure authentication password resets and change of device) myaccount.myob.com/account/security.  But users will need help from BusinessHub in the following situations:

  • Lost your phone or changed your phone without migrating authenticator.
  • Using Authenticator codes previously, and they're no longer working.
  • Using Email codes previously and they've swapped to Authenticator without their knowledge.
  • Using SMS codes previously and they've swapped to authenticator without their knowledge.
  • Newly signing up for Secure Authentication but this process was unsuccessful.
BusinessHub will be required by MYOB to specify a reason for the reset.

💡When troubleshooting 2FA (secure authentication) login issues, open a new InPrivate window in your Microsoft Edge or an Incognito window in Google Chrome by clicking the ellipsis in the top right-hand corner of your internet browser to ensure your browser is not already signed in using a different profile.

Additional Resources

Use the following keywords to search for related resources in the BusinessHub KnowledgeHub:
2FA, MFA, User Security   

Questions?

If you have more questions, please contact BusinessHub's support desk on 1300 733 071 or raise a Support Case.