If you cannot access your MFA device or app at login, or you’re not receiving SMS codes, you can request a reset from your organisation's administrator. This option appears if your account is connected to at least one organisation with a vetted administrator.

1. Enter your email and password on the login screen.

2. On the 2-Factor Authentication page, click the Request to recover your account button (or Don't have original 2FA device? on the Employment Hero work app).

   

3. On the Need help accessing your account? screen, review the organisation name that will receive your request.

   

4. If you belong to multiple organisations with vetted admins, select the qualifying organisation you want to send your request to from the dropdown menu.

   

   

5. Provide an optional note for your administrator, such as "Lost my phone."
6. Click the Request MFA Reset button.
7. Review the confirmation message. You will receive notifications via email.

Eligible administrators receive an in-app notification when an employee submits a request. It is your responsibility to verify the employee's identity before approving the reset to maintain account security.

1. Log in to Employment Hero.
2. Click the Settings icon on the left-hand menu.
3. Click the Security & Access Control menu.
4. Click the MFA Reset Requests tile.

5. On the Pending tab, locate the employee's request and click Review.

   

6. Verify the employee's identity using one of the following methods:
   • In person + Photo ID: Review a government-issued ID while with the employee.
   • Video verification: Conduct a short video call to confirm the employee's identity.
7. In the Reason field, enter a description of how you verified the identity, using at least 10 characters. This note is for audit purposes and is not shared with the employee.
8. Tick the mandatory checkbox confirming you have verified the identity and take responsibility for the reset.

9. Select the specific verification method(s) you used from the checkboxes provided.

   

10. Click the Approve Reset button.

If you cannot verify the identity of the person making the request, you should decline it.

1. Navigate to the MFA Reset Requests dashboard under Settings.
2. Click Review on the pending request.
3. Enter a reason for the decline, using at least 10 characters. This reason is not shared with the employee.

4. Click the Decline button.

   

5. Click Confirm Decline on the confirmation modal.

Once an administrator approves your request, all active sessions on your account will be signed out immediately for security. You must then set up a new MFA method to regain access to the platform.

1. Open the notification email sent to your personal or recovery email address.
2. Navigate to the Employment Hero login page.
3. Enter your email and password.
4. Follow the on-screen instructions to complete the mandatory MFA setup.
5. Finish the enrolment to access the platform.

If a request is declined or remains unanswered, there are fallback options to ensure you can still access your account.

• Immediate Resubmission: If your request is declined, you will be notified via email and SMS. You can return to the MFA challenge screen and submit a new request immediately, as there is no cooldown period.
• 7-Day Follow-Up: If your request is not actioned by an administrator within seven days, you will receive a follow-up email with instructions on how to use the standard account recovery process.

• Alternative Recovery: You can click I need another way to recover my account (or I need another way in the Employment Hero work app) at any time during the submission flow to be directed to the standard support flow involving ID and selfie verification.