2-step verification—set up, manage, or troubleshoot

2-step verification is an extra step to help protect your account. Even if someone knows your password, they cannot get in without a special code sent to your phone or app.

Gusto stores a lot of your personal info, so it’s important to keep your account safe. That’s why most people using Gusto need to set up 2-step verification and use it to sign in.

You need three things to sign in to Gusto (in order):

The email connected to your Gusto profile—set up by the company.
Your password—if you never set one up, or forgot it, fix the password problem first.
The 2-step verification code we send after a correct email and password are entered—troubleshoot code issues below.

If you can sign in to Gusto

You can turn on 2-step verification using a phone or computer. Here's how to do it, depending on what works best for you.

Set up 2-step verification in Gusto

You can set up 2-step verification on your phone or on a desktop computer.

Use your phone—get a QR code in an authenticator app, or get a text

You have two options:

Authenticator app (best option)
- It works even without cell signal or Wi-Fi after it's set up.
  - Recommended for frequent travelers.
- The app gives you a new 6-digit code every time you sign in.
- Download an app like Google Authenticator (iPhone or Android).
  - Google Authenticator is a free app available via iOS and Android
Text or phone call
- This is easy but might not work well while traveling or if your phone has bad signal.
- Get a code sent to your phone by text or call.

To set up 2-step verification to your phone:

Sign in to Gusto.
- If you set up 2-step verification before and cannot sign in now, try these steps to get back into your account first. Then, manage these settings.
Click your name in the top-right corner.
Go to Settings, then Security.
- Admins will find these settings in Settings > My profile.
Next to “2-step verification,” choose "Authenticator app" or "Text message", and click Set up.
Choose how you want to get the code (app, text, or call).
Follow the instructions to finish setup.

You can also choose to “Remember this device” so you don’t need to enter the code every time (only once every 30 days). Only do this on devices you trust, like your personal phone or computer.

Use your computer—download an authenticator app

You can also set this up using a computer and a special app like Zoho OneAuth. You’ll copy a code from Gusto and paste it into the app.

Download a desktop authenticator app (like Zoho OneAuth).
Then, sign in to Gusto.
- If you set up 2-step verification before and cannot sign in now, try these steps to get back into your account first. Then, manage these settings.
Click your name in the top-right corner.
Go to Settings, then Security.
- Admins will find these settings in Settings > My profile.
Next to “2-step verification,” choose "Authenticator app" and click Set up.
Pick authenticator app as your method and click Continue.
Take a picture of the QR code. If that's not possible, find a way to "Enter a setup key" in the authenticator app and manually enter the setup key below the QR code.
- Click the icon next to the setup key to copy the code from Gusto.
Paste it into your authenticator app.

You can also choose to “Remember this device” so you don’t need to enter the code every time (only once every 30 days). Only do this on devices you trust, like your personal phone or computer.

Edit 2-step method or remove 2-step verification

To change your verification method to your phone or an app:

Sign in to Gusto.
Enter your current 2-step code.
- If you set up 2-step verification before and cannot sign in now, try these steps to get back into your account first. Then, manage these settings.
Go to Settings, then Security.
- Admins will find these settings in Settings > My profile.
Next to your current method, click Edit or Remove.
- Edit
  - For text: Update the phone number used for 2-step verification during future sign-ins.
  - For authenticator app: Start the set up 2-step verification flow again. Use your phone, or download a new app, etc.
- Remove: Most people cannot turn it off because it’s required for security.
  - To disable two-step authentication, enter the 6-digit code from your mobile device and your account password first. Click Remove.

Admins can require their team use 2-step verification

Some admins can require all other admins to use 2-step verification.

To turn it on or off:

Sign in to Gusto as the Primary admin.
Go to Settings.
Click Customization.
Next to “2-step authentication for all admins,” click edit.
Choose to enable or disable, then click Save.
- When this is enabled, admins who do not have two-step authentication set up will have to set it up on their next login.

Trusted devices—remember your device

If you check “Remember this device” when signing in, Gusto will remember it and not ask for a code again for 30 days.

To manage remembered devices:

Sign in to Gusto.
Go to Settings, then Security.
- Admins will find these settings in Settings > My profile.
Find the "Trusted devices" section and click Manage.
You can forget one or all devices (scroll to bottom of list) at any time.

If Gusto does not remember your device

If Gusto keeps asking for a code on a trusted device, try clearing any "gusto.com" browser cookies.

To fix it:

Check these resources for help on how to clear cookies:
- For Chrome users
- For Firefox or Edge users
- For all other browsers, search online for instructions.
Go to Gusto’s sign-in page—be sure to click Remember this device. You'll still need to do the 2-step verification this time.
Next time you sign in on this device, you shouldn't be asked for 2-step verification.

Add photo ID backup

Verify your photo ID now, and if you're ever having issues signing in to your account in the future, we'll verify you with your ID.

Sign in to Gusto.
Go to Settings, then Security.
- Admins will find these settings in Settings > My profile.
Next to "Photo ID backup" click Add.
Follow the prompts and complete setup.

Trouble signing in to Gusto

If you cannot sign in because of issues like a new phone, device, or not getting a code, this guide can help.

Before you start, you’ll need to know:

The email on your Gusto account
Your account password

If you forgot either one, get help here first.

Not getting the 2-step verfication code—new phone or number, text or authenticator issues, etc

Once you know your email and password, you can troubleshoot 2-step verifiation issues.

I never set up 2-step verification

Go to the Gusto sign-in page.
Enter your email and password.
- If you forgot either one, get help here first.
Click Continue.
Enter your phone number and click Continue.
- Standard message and data rates apply.
- We'll use the info associated with the phone number to try and verify you. If we cannot verify you using the phone number alone, you’ll need to show a government ID and take a selfie to prove your identity.
Enter the six-digit code Gusto sent you to verify your phone.
Click Continue to add this phone number as your 2-step verification method.

I got a new phone or number

If your number changed, we might not be able to send you a code.

Sign in using your email and password.
- If you forgot either one, get help here first.
Click Continue.
On the screen asking for the code, scroll to “Have a new phone number?” and click We can help verify your identity.
Enter your phone number and click Continue.
- Standard message and data rates apply.
- We'll use the info associated with the phone number to try and verify you. If we cannot verify you using the phone number alone, you’ll need to show a government ID and take a selfie to prove your identity.
Enter the six-digit code Gusto sent you to verify your phone.
Click Continue to add this phone number as your 2-step verification method.

If this does not work, and you cannot verify using an ID and selfie either, you’ll need to call Gusto.

I'm not getting text messages (correct phone number)

Try these steps before calling us (wait times vary):

Get your code by phone call instead of text.
- Go to the sign-in page, find the "Need a new code?" header, and click Call me.
- If you forgot your email or password, get that information first.
Clear your text inbox if it’s full, then click Text me to resend the code.
- Make sure you’re using the phone number linked to 2-step verification on your Gusto account.
- Wait at least 2 minutes after clicking resend to get the code.
If nothing works, try verifying your identity with a photo ID and selfie.

Still stuck? You’ll need to call us so we can help verify who you are.

Next time, we recommend using an authenticator app for 2-step verification to prevent SMS text issues from happening again.

Authenticator app is not working

Try this first before calling us (wait times vary):

Check that your phone’s clock is set to the correct time and time zone.
- Time and time zones can impact code sends to authenticator apps.
If you got a new phone or device, you’ll need to verify your identity with a government ID and selfie.

Still cannot get in?

If you cannot get access using a photo ID and selfie, you’ll need to call us.

Use a photo ID and selfie to verify who you are

Gusto uses a tool called Persona to safely verify your identity. Learn more about Persona's security settings.

If you cannot verify who you are on your own, you'll need to call us before you'll be able to sign in.

How to use Persona to verify your identity

Make sure to use one of these browsers:
- Chrome
- Internet Explorer
- Firefox
- Safari
- Brave
  - Brave defaults to blocking video autoplay access—you'll need to update this setting before using Persona.
Go to the sign-in page and enter your email and password.
- If you forgot either one, get help here first.
On the screen that asks for your code, scroll down and click Need help with 2-step verification?
- If you do not see this:
  - Make sure you entered your email and password successfully first. You need to know both before troubleshooting other access issues.
  - Mobile app users: On the page where you enter your code, click Help in the top-right corner. Find the headline, "Didn't receive a code? Quickly verify your identity" and click Verify now.
  - Desktop or web users: Enter your email and password first, then go to this page and click I cannot get my 2-step verification codes. Follow the rest of the prompts.
Under "Verify with a photo ID", click Continue.
- If you do not see this, you’ll need to call us.
You may need to give your browser permission to use your camera. Find helpful resources for how to do this below.
Click Begin verifying.
Choose the type of government ID you want to upload.
Click the camera icon to open your camera and take a photo of the ID. Choose upload if the image is saved on your computer.
- No camera? You can Continue on another device.
  - We’ll send a verification link by SMS text message or QR code so you can complete the process on a device with a camera.
- Tips for success:
  - Make sure your ID isn’t blurry, cut off, or expired. The image and text must be clearly visible.
    - Do not hold the ID for the photo (obstructing info with hand).
  - Take your selfie in good lighting with no glasses.
  - If one ID does not work, try another.
Click Use this photo.
To take your selfie, click Get started. Tips for success:
- Take your selfie in good lighting with no glasses.
- Turn your face fully left, and fully right.
Click Done.

If we can verify who you are, you'll get access to your Gusto account immediately.

If you cannot finish the process, or the option does not show up, you’ll need to call us.

Common error messages and fixes

"barcode-missing": Make sure the barcode on your ID is clear.
"blurry": Make sure the image is sharp and easy to read.
"expired": Use an ID that’s not expired.
"generic": Make sure ID details are clear to read.
"glare": Move away from bright lights.
"id-back": Submit a clear photo of the back of your ID
"missing-portrait": Make sure your face is visible on the ID.
"mrz-missing": Make sure the encoded text at the very bottom is clear and not obscured.
"unprocessable-image": Try uploading a JPG or PNG file.

Having camera or browser problems?

You might need to let your browser or device use your camera.

For phones (iOS or Android app users):
- Go to Settings > Apps > select the app > allow camera access in the app settings.
For browsers:
- Chrome
- Firefox
  - Mobile or Desktop
- Safari
  - Desktop
- Mobile devices below iOS 13
  - Go to Settings on your device
  - Scroll down and open Safari
  - Make sure "Camera" is set to "Ask" or "Allow."
  - Check your "Camera & Microphone Access" in your Settings.
- Mobile devices on iOS 13:
  - Click the AA icon in the URL bar in the top left.
  - Click Website Settings, which will enable you to set camera permissions to "Allow or Ask" instead of "Deny."
- Microsoft Edge
  - Desktop
Camera screen is black and will not take a picture:
- Make sure camera permissions are set to Ask or Allow on your device and browser.
  - You do not want the setting to be "Blocked" or "Deny".
- Turn off any blockers that stop video from playing.

Call us if you cannot verify your identity another way

Wait times can be high, try to verify who you are on your own before calling:

Get email or password help
Troubleshoot 2-step verification code issues
Use an ID and selfie to verify who you are

If nothing else works, call us during our office hours Monday–Friday at (628) 246-1969.

If asked for a call-code, go to gusto.com/code and just enter your email and password.

The 2-step verification code—different from the call code—is not needed.