If your authenticator app code is not working when logging in to Access Tax or Access Ledger, there are a few things to check before requesting an MFA reset. The steps below cover both new mobile device setups and troubleshooting an existing authenticator app.
đNote: If you have a new mobile device, you cannot reset your MFA yourself. Follow the steps in the New mobile device section below.
Authenticator app code is not working
Before requesting a reset, check the following to resolve common issues with your authenticator app code.
Check your computer time and time zone
Authenticator app codes are time-sensitive. An incorrect time or time zone on your computer can cause codes to fail.
Check that your computer is set to the correct time zone for your location.
Check that your computer time matches the time on your mobile device.
Check the correct URL is used
Ensure you are logging in with the correct URL for your product:
Access Tax - https://handitaxcloud.handisoft.com.au/
Access Ledger - https://finalaccounts.handisoft.com.au/
New mobile device
To set up MFA on a new mobile device, you will need to request a reset through MyAccess.
Have a named contact log in to MyAccess and begin a conversation with the Digital Assistant.
Once the request is processed, you will receive confirmation that your MFA has been reset.
Sign in to Access Tax or Access Ledger, you will be prompted to set up MFA again.
Request an MFA reset
If you have checked the above and still need your MFA reset, a named contact at your organisation can submit a request through MyAccess.
đNote: The reset request must be submitted by a named contact.
Have a named contact log in to MyAccess and begin a conversation with the Digital Assistant.
Include the following details in the request:
The user's full name.
The user's email address.
Once the MFA has been reset, confirmation will be received by email and through the Digital Assistant.
The next time the user signs in to Access Tax or Access Ledger, they will be prompted to set up MFA again.