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 multi-factor authentication (MFA)?
Answer
You can use the Account Recover feature to restore your account access, even if you have lost MFA access. Please keep in mind though, you will need some form of photo ID, for example, a passport or driver's licence 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.
Getting started
Recover my account
- 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.
- Open the email and click the Reset Multi-Factor Authentication button.
- Click the Start Verifying button.
- Select your documentation type and click the Next button.
- The process has been updated for stronger protection. When verifying your identity, you will now be required to take a selfie holding your ID and a note with "Employment Hero" and the current date. This combined proof of identity makes the verification process more secure and streamlined. 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 your photo.
- Click the Take Photo button.
- 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.
Explore related content
- Mandatory Two-Factor Authentication (MFA/2FA) Setup This article explains how to complete your mandatory 2FA setup using an authenticator app or an SMS (currently only available on paid plans) authentication method to receive the required passcode.