Frequently Asked Questions (FAQs) on 2 Factor Authentication (2FA) in Payroller

Discover our Frequently Asked Questions (FAQs) on 2 Factor Authentication (2FA) in Payroller

• I lost/changed my phone how do I reset my 2FA code?

• Can I move my QR code from one phone to another?

• How come I’m not receiving the email code when I “verify via email”?

• Why does the verification code I enter not work?

• How do I resolve the “Date and Time sync error” that pops up when I try to sign in with 2FA?

I lost/changed my phone how do I reset my 2FA code?

• Step 1: Log in to payroller.com and on the 2FA page, select “Lost Authenticator”.

• Step 2: Click the link sent to your email to reset your QA code

• Step 3: Log in to Payroller and you should now see a new QR code for you to scan.

• Step 4: Scan the code with your authenticator app

Can I move my QR code from one phone to another?

You can export/import your accounts using the Google Authenticator app on your previous phone which will generate a QR code for you to scan on your new device.

• Step 1: On your Google Authenticator app select the three dots on the top right

• Step 2: Select transfer accounts

• Step 3: Select export on your old device

• Step 4: Download the Google Authenticator app and select Import account

Why are I’m not receiving the email when I ‘verify via email’?

• Step 1: Check that the email address you have used is correct

• Step 2: Check your spam folder

• Step 3: Check your email security settings to make sure that Payroller has not been blocked.

• Step 4: Reach out to us at hello@payroller.com.au to see if the email has been sent from Payroller.

Why does the Verification code I enter not work?

Some reasons why your code may not be working include QR codes issues.  For example, authentication codes are time-sensitive and will expire in 30 seconds.

Alternatively, you may be attempting to use a code from the wrong account.

How do I resolve the ‘Date and Time sync error’ that pops up when I try to sign in with 2FA?

• Make sure the date and time on the computer match what’s on Google Authenticator.

• Sync the date and time on google-authenticator

  • Step 1: Open the Google Authenticator app

  • Step 2: Select the three dots on the top right

  • Step 3: Select ‘Settings’

  • Step 4: Select ‘Time Correction for codes’

  • Step 5: Select ‘Sync now’

• You could also download the Google Authenticator extension plugin on your google chrome on the computer.

  • Follow the steps to reset your QR code

  • Select the plug-in icon on the top right,

  • Select the square scan icon on the top right and

  • Click and drag across the QR code to capture the code.

• If the QR code does not seem to work you can also verify via email.

• If all of the above does not seem to work you may need to reset your QR code