Troubleshoot 2-step verification

If you're having trouble with your 2-step verification, review the potential root causes and troubleshooting techniques below to help resolve the issue.

If you're having trouble gaining access for another reason, check out this article for additional troubleshooting steps.

New phone

• No longer have the old phone
  • If you're an employee, you may be able to verify your identity with a government ID and selfie.
    • If the option to verify your identity is not available, use the additional troubleshooting steps below.
• Have old phone and can access it
  • Receive the code on the old phone, sign in to Gusto and remove 2-step verification on the initial device, and activate 2-step verification for the new device.

SMS text issues

• On occasion, due to issues with the SMS network itself, SMS codes may be undeliverable to some customers. During the 2-step verification setup, we recommend using an Authenticator app - they do not require internet connectivity or SMS coverage once configured.

  • If you're an employee, you you may be able to verify your identity with a government ID and selfie.

    • If the option to verify your identity is not available, use the additional troubleshooting steps below.

• Not receiving messages or code expired?

  • Your device’s SMS inbox may be full.

    • Delete some messages from your inbox and click on Text me with a new code to have a code resent.

      • Keep in mind: All SMS text messages will be sent to the initially registered phone.

  • Try receiving your code via phone call by clicking on Call me with a new code.

Authenticator app issues

• 2-step verification code is not working.

  • Check that the clock on your device is correct and set to the correct timezone - an incorrect clock can cause codes to be out of sync.

• Need to move 2FA codes to a new device (and still have the old device).
  1. Sign in to Gusto.
  2. Disable 2-step verification.
  3. Set up 2-step verification again using your new device.

If the above tips do not get you access to your account and you're an employee, you may be able to verify your identity with a government ID and selfie. If the option to verify your identity is not available, use the additional troubleshooting steps above or contact us.

Unable to gain access to your Gusto account still?

If you're still unable to receive the code and we were not able to verify your identity with a photo ID, you can call us at (628) 246-1969 so we can assist.

• View our hours of operation here.