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Recover your Payroll user account

Updated

Available for the following payroll plans: Standard, Premium, Core Payroll, Unlimited

You can use the Account Recovery feature to restore your account access, even if you have lost 2FA access. To use this feature, you will need some form of photo ID, such as a passport or driver's licence.

If you need to reset your account password, see this article.

Important

Only the user themselves can Recover their account. This cannot be completed on behalf of the employee, even by an admin.

Getting started

Recover your account
  1. Enter your username and password, then click the Log In button.
    login page 1.jpg
  2. Click the Request to recover your account button. We will then send you an email to reset your 2FA.
  3. Open your email account and locate the email. Click on the Recover your account link.
  4. Click the Start Verifying button. 
  5. Select your documentation type and click the Next button.
    choose id.jpg
  6. Upload the required documents by clicking "Browse files" and selecting the correct document. You may need to upload a front and back side, depending on the document.
  7. To take a photo via your phone, click the Click Here button. passport 2 (1).jpg
  8. Scan the QR code with your mobile phone if you want to continue on your phone.
    GE 12.jpg
  9. Click the Next button.
  10. Click Take Photo to verify your identity with a selfie. If your computer does not have a webcam you can again also choose to complete this step on your mobile. take photo.jpg
  11. Grant access to your camera so we can take your photo.
  12. Click the Take Photo button.
  13. Click the Submit button.
  14. You have now submitted your account recovery request. You will receive a confirmation email, and will hear back from us shortly. 

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