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Troubleshoot 2-step verification

If you're having trouble with 2-step verification, review the potential root causes and troubleshooting steps below.

If you forgot your password or email, got a new device, or can't access your account for another reason, check out this article for more troubleshooting steps. If you want to change your settings once you've signed in, you can disable 2-step verification, or change your verification method (to a desktop app or a new number, for example).

You have a new phone or device

No longer have your old phone

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

Still have your old phone 

New phone number

  • Sign in and then follow these steps to update your phone number. 

SMS text issues

  • If you're an employee, you may be able to verify your identity with a government ID and selfie. 
  • 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 send the codes to a new device (and you 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.

You may also be able to verify your identity with a government ID and selfie. 

Still need help?

If you're still unable to receive the code and we weren't able to verify your identity with a photo ID, call us at (628) 246-1969 so we can assist. View our hours of operation here.

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