Available for the following HR plans: Free, Standard, Premium, Platinum
Available for the following User Access levels: Employee, Manager, Admin
Question
How do I recover my user account or reset two-factor authentication (2FA) via the HR platform?
Answer
You can use the Account Recover feature to restore your account access, even if you have lost 2FA access. Please keep in mind though, you will need some form of photo ID, for example, a passport or identification card to use this feature.
Important
Only the user themselves can reset their own password. The password reset itself cannot be completed on behalf of the employee, even by an admin. To reset your 2FA specifically, click Use alternative 2FA method.
Interactive learning
Getting started
- Enter your username and password, then click the Log In button.
- Click the Request to recover your account button.
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Click each tick box to confirm you have tried each method of getting in to your account.
Helpful Hint
You will then see a confirmation screen that we have sent a request to reset email.
- Open the email and click the Reset 2-Factor Authentication button.
- Click the Start Verifying button.
- Select your documentation type and click the Next button.
- Upload the required documents. You may need to upload a front and back side, depending on the document.
- To take a photo via your phone, click the Click Here button.
- Scan the QR code with your mobile phone if you want to continue on your phone.
- Click the Next button.
- Click the Take Photo button.
- Grant access to your camera so we can take a photo of yourself holding your ID and a note with "Employment Hero" and the current date
- Click the Take Photo button.
- You will then be able to take a picture of yourself, your ID and the note together, following the on screen instructions.
- Click the Submit button.
- You have now submitted your account recovery request. You will receive a confirmation email, and will hear back from us shortly.