Set up and manage 2-step verification

Only use your mobile device as your second verification method if you'll always have your phone on you when signing in.

Gusto recommends using an authenticator app

While SMS texts might feel like the easiest option, SMS codes sent by text or phone call sometimes do not get delivered—this is in large part due to the SMS network itself. Authenticator apps do not require SMS coverage or internet connectivity once set up.

Connect an authenticator app to Gusto from your mobile device—get the QR code

1. Start the 2-step verification setup in Gusto. 
2. Download Google authenticator for iOS or Android and scan the QR code in Gusto.
   • You can use other authenticator apps, but the steps may not align.
3. Open the app and tap Begin Setup.
4. Tap Scan Code and point your camera at the QR code on the Gusto page.
5. Once the app generates the six-digit code, enter it in Gusto.
6. Click Remember this device if you want to skip 2-step verification next time—if you choose to remember the device, you'll still be prompted once every 30 days to enter the 2-step verification code on your device.
   • Only remember a device that you trust, like your personal computer or mobile phone—employees can view or forget trusted devices at a later time.
7. Complete any remaining steps in Gusto.

Using your phone number to verify your account—receive your code by SMS text or phone call 

Get started by setting up 2-step verification in your account. If you choose to use your phone number to verify your account, you can receive codes by:

• Text
  • Enter your phone number and we’ll text you a verification code each time you sign in. Standard SMS messaging rates apply.
• Phone call
  • Enter your phone number and click Call me with a code.

If you plan to use your desktop computer, you’ll need to download an authenticator app. 

1. Start the 2-step verification setup in Gusto.
2. Choose to use an authenticator app as your second verification method.
3. From your desktop computer, download the authenticator app Authy and then open that app on your desktop.
   • You can use other authenticator apps, but the steps may not align.
   • For Authy: You may need to enter your phone number—this is solely for the initial registration process. You won’t need your phone to authenticate you any other time.
     • If you need help setting up Authy, check out their Help Center.
4. Copy the code below the QR image in Gusto.
5. Paste that code in your authenticator app.
6. In Gusto, click Remember this device if you want to skip 2-step verification next time—if you choose to remember the device, you'll still be prompted once every 30 days to enter the 2-step verification code on your device.
   • Only remember a device that you trust, like your personal computer or mobile phone—employees can view or forget trusted devices at a later time.
7. Complete any remaining steps in Gusto and Authy (or other authenticators).

1. Sign in to your Gusto account with your email and password.
2. Click the dropdown arrow next to your profile name that appears in the upper-right corner.
3. Select Account preferences.
4. Next to “2-step verification”, click Activate for Stronger Security, or edit if you previously activated it and want to make changes.
5. Select how you want to receive your code—Gusto recommends using an authenticator app.
   • Learn more about downloading an authenticator app, and all other options you have for verifying your account.
6. Click Continue.
7. Enter the test code from your device or app, and click Confirm.
8. Click Remember this device if you want to skip 2-step verification next time—if you choose to remember the device, you'll still be prompted once every 30 days to enter the 2-step verification code on your device.
   • Only remember a device that you trust, like your personal computer or mobile phone—employees can view or forget trusted devices at a later time. 
9. Let us know if you want to set up a photo ID backup by clicking Verify your photo ID—this option may not be available for everyone. Click Skip for now if you would rather not do this.
   • Click Skip for now if you would rather not do this—you can set this up later by clicking the dropdown arrow next to your profile name that appears in the upper-right corner and selecting Account preferences.
   • By verifying your photo ID now, you'll be able to use your photo ID to access your account if you are unable to access it in the future. Learn more about verifying your identity with an ID and selfie. 
10. Follow any remaining prompts to complete the setup.

From now on, you’ll need to enter the six-digit code sent or generated every time you sign in to Gusto.

If you have a new phone number or want to change your 2-step verification method to text or an authenticator app, use the steps below. 

1. Sign in to your Gusto account with your email and password.
2. Enter your 2-step verification code.
   
   • If you previously set up 2-step verification, and cannot sign in, try these troubleshooting steps to get access first.  
3. Click the dropdown arrow next to your profile name that appears in the upper-right corner.
4. Select Account Preferences.
5. Next to "2-step verification," click edit.
6. Verify your identity by signing in, then make your change.

Because 2-step verification is a requirement for most customers, removing it may not be an option for everyone.

1. Sign in to your Gusto account with your email and password.
2. Enter your 2-step verification code. 
   • If you previously set up 2-step verification, and cannot sign in, try these troubleshooting steps to get access first. 
3. Click the dropdown arrow next to your profile name that appears in the upper-right corner.
4. Select My profile.
5. Next to "2-step verification," click Remove 2-Step Verification.
6. Verify your identify by entering your password.

Every time you sign in to Gusto moving forward, you'll only be required to enter your email and password to access your account.

Set up required 2-step verification for all admins

Admins in Gusto can require all other admins to use 2-step verification when signing in to their Gusto account. To do so:

1. Sign in to your Gusto account with your email and password.
2. Click on Preferences tab.
3. Next to "2-Step Verification for All Admins”, click edit.
4. Select Enable 2-step verification.
5. Click Save.

Reminder: If you select Remember this device when signing in to your Gusto account, if 2-step verification is enabled, you'll only be prompted once every 30 days to enter the 2-step verification code on the device.

Turn off the required 2-step verification for all admins

Before turning off the 2-step verification requirement for all admins, make sure whoever set up the requirement is aware—disabling the requirement could impact account security. 

1. Sign into your Gusto account with your email and password.
2. Enter your 2-step verification code. 
   • If you previously set up 2-step verification, and cannot sign in, try these troubleshooting steps to get access first. 
3. Head to the Settings section.
4. Click on the Preferences tab.
5. Next to "2-Step Verification for All Admins”, click edit.
6. Toggle to Disabled.
7. Click Save.

If you do not have access to your old number or device, and cannot receive your verification codes, you’ll need to verify your identity with a government ID and selfie before being able to access your account again. 

If verifying your identity with an ID and selfie is not an option, or it doesn’t work for any reason, you'll need to call us so we can verify certain personal details before giving you access to the account. 

There are a few things you can try:

• Try receiving your code via phone call by clicking on Call me with a new code.
• 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.
  • All SMS text messages will be sent to the initially registered phone.
• You may be able to verify your identity with a government ID and selfie.

Occasionally, an incorrect clock can cause codes to be out of sync—check that the clock on your device is correct and set to the correct timezone. 

If you got a new device, you’ll need to verify your identity with a government ID and selfie before being able to access your account again. 

If you’re not getting your verification codes and weren't able to verify your identity with a photo ID, you can call us to speak with a representative.

Error messages and what they mean

• "barcode-missing"
  • Make sure the barcode is visible and not blurry.
• "blurry"
  • Make sure all text is clear to read and not blurry.
• "expired"
  • Submit an unexpired government ID.
• "generic"
  • Make sure your ID details are clear to read.
• "glare"
  • Reduce glare by moving away from direct light.
• "id-back"
  • Submit a clear photo of the back of your ID.
• "missing-portrait"
  • Make sure the photo of your face is visible.
• "mrz-missing"
  • Make sure the encoded text at the very bottom is clear and not obscured.
• "unprocessable-image"
  • Image could not be processed, submit a jpg or png.

Camera or browser issues 

While verifying your identity, you may be asked to allow camera or browser access permissions—make sure to remove any restrictive default camera or video autoplay permissions and blocks on your device.Use the resources below to help troubleshoot.

For IOS or Android app users

Check your device settings:

• Go to Settings on your device.
• Go to Apps.
• Find the app that you wish to enable camera permissions for.
• Find the App Settings and allow camera permissions.

For Chrome users

• Desktop
• iPhone & iPad
• Android

For Firefox users

• Mobile or Desktop

For Safari users

• Desktop
• For 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.
• For mobile devices on iOS 13:
  • Click the AA icon in URL bar in the top left.
  • Click Website Settings, which will enable you to set camera permissions to "Allow or Ask" instead of "Deny".

For Microsoft Edge users

• Desktop

If your camera screen remains black

Make sure you've allowed the necessary camera and autoplay permissions on your browser or device camera. Browser camera and autoplay settings should be set to "Ask when a site wants to...", instead of "Blocked".