Set up, manage, and troubleshoot 2-step verification

As your HR Operating System, Gusto holds a lot of your personal information, so it’s important to keep your account secure. That’s why Gusto requires most users to use 2-step verification when signing in

2-step verification adds an extra layer of security. Even if someone knows your password, they won’t be able to get into your account without the second step, like a code sent to your phone.

Managing and getting help with 2-step verification is different based on whether you can, or cannot, sign in to your Gusto profile.

If you can sign in to Gusto

Use the dropdowns below to learn more. Use CMD + F (or CTRL + F) to search for words in article.

Use a mobile device or desktop computer for 2-step verification—get the QR code for authenticator apps

With 2-step verification in place, you reduce the chances of having your account accessed by somebody else.

To get the QR code you'll need from Gusto, follow the instructions in the dropdowns below based on your device type.

Use your phone (or another personal mobile device)—get a QR code in Gusto

Use your mobile device as your 2-step verification method if you'll always have your phone on you when signing in. You can choose to:

Download an authenticator app (recommended) or;
- This option is best if you travel a lot, and typically do not receive texts during the travel.
  - Authenticator apps do not require SMS coverage or internet connectivity once set up.
- For mobile devices, we recommend Google Authenticator for iOS or Android.
Receive a text with a code or;
- 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.
Receive a call with a code.

Using an authenticator app—find your QR code in Gusto

You’ll need to be able to sign in to your Gusto account to complete the steps below—if you previously set up 2-step verification, and cannot sign in, try these troubleshooting steps to get access first.

Sign in to your Gusto account with your email and password.
Click the dropdown arrow next to your profile name that appears in the upper-right corner.
Select Settings.
From the Security tab, next to “2-step verification”, click Set up (or edit if you previously activated it and want to make changes).
Select how you want to receive your code—Gusto recommends using the authenticator app (even if you're using a mobile device).
Click Continue.
Download Google Authenticator for iOS or Android, so you can use Google Authenticator to scan the QR code in your Gusto account.
- You can use other authenticator apps, but the steps may not align.
Open the app and tap Begin Setup.
Tap Scan Code and point your camera at the QR code on the Gusto page.
Once the app generates the six-digit code, enter it in the “Verification code” box in Gusto.
Click Confirm.
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.
Complete any remaining steps in Gusto.

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

Sign in to your Gusto account with your email and password.
Click the dropdown arrow next to your profile name that appears in the upper-right corner.
Select Settings.
From the Security tab, next to “2-step verification”, click Set up (or edit if you previously activated it and want to make changes).
Select Text message or call and click Continue.
- We'll send you a verification code each time you sign in—you will not be able to access your account if you're out of cell range and cannot receive the code.
Enter your mobile phone number, and click Text my code—standard SMS messaging rates apply.
- Scroll to Call me with my code, and we'll call you with the code instead.

Use your desktop computer to verify your account—get a QR code in Gusto

If you plan to use your desktop computer, you’ll need to download an authenticator app—we recommend Zoho OneAuth.

Sign in to your Gusto account with your email and password.
Click the dropdown arrow next to your profile name that appears in the upper-right corner.
Select Settings.
From the Security tab, next to “2-step verification”, click Set up (or edit if you previously activated it and want to make changes).
Choose the authenticator app, and click Continue.
From your desktop computer, download an authenticator app—we recommend Zoho OneAuth.
Copy the unique code below the QR image in Gusto.
Paste that code in your authenticator app.
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.
- Only remember a device that you trust, like your personal computer or mobile phone—you can view or forget trusted devices at a later time.
Complete any remaining steps in Gusto and your authenticator.

Set up, change, or remove 2-step verification—must be able to sign in

You must be able to sign in to complete any of the actions below.

If you previously set up 2-step verification, and cannot sign in, try these troubleshooting steps—we need to be able to verify your identity before allowing you to make changes to account information.

Set up 2-step verification for yourself

Sign in to your Gusto account with your email and password.
Click the dropdown arrow next to your profile name that appears in the upper-right corner.
Select Settings.
Next to “2-step verification”, click Set up, or edit if you previously activated it and want to make changes.
Select how you want to receive your code—Gusto recommends using an authenticator app (even if you're using a mobile device).
- Learn more about downloading an authenticator app (using a QR code), and all other options you have for verifying your account.
Click Continue.
Enter the test code from your device or app, and click Confirm.
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—you can view or forget trusted devices at a later time.
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 Settings.
- 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.
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 (regardless of if you sign in online or using the Gusto Wallet app).

Change your 2-step verification method

If you have access to your old number or device (so you can still sign in), but want to change your 2-step verification method or phone number, use the steps below.

Sign in to your Gusto account with your email and password.
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.
Click the dropdown arrow next to your profile name that appears in the upper-right corner.
Select Settings.
Next to "2-step verification," click edit.
Verify your identity by signing in, then make your change.
We recommend using an authenticator app.
- This option is best if you travel a lot, and typically do not receive texts during the travel. Authenticator apps do not require SMS coverage or internet connectivity once set up.
- For mobile devices, we recommend Google Authenticator for iOS or Android.

Remove 2-step verification

You must be able to sign in to complete any of the actions below.

Sign in to your Gusto account with your email and password.
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.
Click the dropdown arrow next to your profile name that appears in the upper-right corner.
Select Settings.
Next to "2-step verification," click Remove.
- Because 2-step verification is a requirement for most customers, removing it may not be an option for everyone.
Verify your identity by entering your password.

Every time you sign in to Gusto moving forward (online or in the Gusto Wallet app), you'll only be required to enter your email and password to access your account.

2-step verification for admins—set up or turn off the requirement

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:

Sign in to your Gusto account with your email and password.
Head to the Settings section.
Click the Customization tab.
Next to "2-Step Verification for All Admins”, click edit.
Select Enable 2-step verification.
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.

Sign into your Gusto account with your email and password.
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.
Head to the Settings section.
Click the Customization tab.
Next to "2-Step Verification for All Admins”, click edit.
Toggle to Disabled.
Click Save.

Manage your trusted (remembered) devices—for employees and admins

If you click Remember this device when signing in, that device becomes a trusted device.

You can manage or remove trusted devices anytime in your Gusto account.

For employees

Sign in to your employee profile in Gusto.
From your left-menu, click Security center.
In the “Security” section, scroll to the “Trusted Devices” tile.
Click Manage.
- Your trusted devices are sorted based on last sign-in date, with the most recent at the top.
Click Forget device next to an individual device, or scroll to the bottom of the list and click Forget all devices to remove all trusted devices.

For admins

Sign in to your admin profile in Gusto.
In the top-right corner of your account, click the dropdown next to your name.
Click Settings.
From the “My profile” tab, scroll to the “Last trusted device” section.
Click View and manage devices.
- Your trusted devices are sorted based on last sign-in date, with the most recent at the top.
Click Forget device next to an individual device, or scroll to the bottom of the list and click Forget all devices to remove all trusted devices.

What to do if your trusted device isn’t being remembered—clear your cookies

If your device is trusted, but you're still being asked for 2-step verification codes, you might need to clear the cookies in your web browser (like Chrome or Firefox) to fix it.

Here's how:

Clear any “gusto.com” cookies in your web browser.
- Need help clearing cookies? Check these resources:
  - For Chrome users
  - For Firefox or Edge users
  - For all other browsers, search online for instructions.
After clearing the cookies, go to Gusto’s sign-in page.
When you sign in, make 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.

If you cannot sign in to Gusto—new phone number or device, text issues, authenticator issues, etc

Use the dropdowns below to learn more. Use CMD + F (or CTRL + F) to search for words in the article.

Cannot sign in (not receiving codes)—new phone number or device, text issues, authenticator issues, etc

If you cannot sign in because of something other than 2-step verification (like forgetting your password or email), check out this article instead.

For 2-step verification problems, use the dropdown below that fits your issue to find out what to do next.

New phone number, wrong phone number, or new devices

If you’ve got a new phone number or device, you may not get the verification code we send. If you cannot complete the second step of verification, you’ll need to verify your identity with a government ID and a selfie before you can access your account and update your phone number.

If you have issues verifying your identity with an ID and selfie, or choose not to, you'll need to call us so we can verify who you are before giving you access to your account.

Not getting the SMS texts (correct phone number)—traveling, services issues, etc

If you’re not getting the SMS text with the code, try all the options below before calling us (wait times can be high):

Get your code by phone call instead:
- Go to the sign-in page;
- Enter your email and password and click Sign in.
  - If you do not know your email or password, you'll need to get that info first.
- Find the "Need a new code" header and click Call me.
Clear your inbox if it’s full. Delete some messages from your inbox first, and click on Text me to resend the code.
- Texts are sent to the last registered 2-step verification phone number.
- Texts can take up to two minutes to get.
Try verifying your identity with a government ID and selfie.

If you’ve tried everything and still cannot sign in, you need to call Gusto so we can verify your identity. We need to verify who you are before we can give you access to the account or help with updating any info.

When you can sign in again, we suggest updating your 2-step verification method to an authenticator app. This will help prevent any future SMS issues.

Authenticator app issues

Try the self-help options below before calling us (wait time can be high).

Make sure your clock on your device is accurate and set to the correct time zone.
- Sometimes, if the clock on your device is wrong or in the wrong timezone, it can mess up the 2-step verification codes.
If you got a new device, you’ll need to verify your identity with a government ID and a selfie before you can access your account again.

If nothing else works, you'll need to call Gusto. We’ll verify who you are before letting you into your account or helping with other updates.

Still need help?

If you're not getting your codes and cannot verify your identity with a photo ID, you'll need to call Gusto.

We’ll verify who you are before letting you into your account or helping with other updates.

Verify your identity with Persona—requires a government ID and selfie

Gusto partners with Persona—an identity verification tool—to better combat fraud and reduce instances of account takeovers. With Persona, you can verify your identity by uploading a government-issued ID and live selfie. Learn more about Persona's security settings.

If you're not getting your 2-step verification codes, and the Persona option is not available for you, call us so we can manually verify your identity.

Get started verifying your identity

If for any reason we're unable to verify your identity using Persona, you'll need to call us so we can manually verify your identity.

Enter your email and password on the sign-in page—if you don't know the email, or password associated with the account, use this help article instead to get that information first.
- Make sure you're using one of the browsers below:
  - Chrome
  - Internet Explorer
  - Firefox
  - Safari
  - Brave
    - Brave blocks video autoplay access by default, you'll need to update this setting before proceeding.
Once you know your email and password, enter them, and click Sign In.
On the page where we ask you to enter the 2-step verification code, scroll to the bottom of the modal, and click the link "Need help with 2-step verification?"
- If you cannot find the link, use the instructions below based on what type of device you're on:
  - For mobile: On the page where you're asked to enter your code, click Help in the top-right corner. Then, below the headline, "Didn't receive a code? Quickly verify your identity", click Verify now.
  - For desktop: Head to this page and select I cannot get my 2-step verification codes—if you don't see that option, it's because you need to enter your email and password first and then click Sign in.
    - If you don't know your email, or password, use this help article instead to get that information first—you can only troubleshoot 2-step verification after you've entered your email and password correctly (the first step of verification).
Under "Verify with a photo ID", click Continue—we'll verify your identity by collecting a government ID and selfie.
- If the option to verify your identity using Persona is not available, and you're not receiving your 2-step verification codes, you may need to call us so we can manually verify your identity.
You may be prompted to enable camera access or permissions—you'll need to unblock any restrictive default camera settings on your device or web browser. Find helpful troubleshooting resources in the related dropdown below.
Click Begin verifying.
Select the type of government ID you'd like to upload.
Click the camera icon to open your camera and take a photo of the ID. Select upload if the image is saved on your computer.
- If you do not have a camera on the device you’re using, select to 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.
- Make sure that:
  - The text on the ID is clear and legible.
  - The photo of your face on the ID is visible.
  - You reduce glare on the photo by moving away from direct light.
  - The ID isn't cut off or obstructed by any objects (ex. your finger).
  - The image isn't blurry or pixelated.
  - You try another ID document type if one continues to fail.
Click Use this photo.
Click Get started to take a selfie. Make sure that:
- You take off your glasses.
- You reduce glare on your face by moving away from direct light.
- Your face is visible and well lit.
- You've turned your face left and right fully.
Click Done.

If we're able to verify your ID, you'll be taken to your Gusto account.

Set up a photo ID backup

Once you have access to your account, we recommend setting up a photo ID backup if the option is available—this allows you to use your photo ID in the future if you cannot access your account.

To set up a photo ID backup:

Click the dropdown arrow next to your profile name in the upper-right corner of your account.
Click Settings.
Scroll to "Photo ID backup" and click Add photo ID backup verification.
Complete the remaining prompts.

Still unable to gain access to your Gusto account?

You can get in touch with us Monday through Friday, during our office hours, at (628) 246-1969.

Troubleshoot error messages and camera or browser issues

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

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 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."

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."

Calling support

Call wait times can be high—we recommend trying all the troubleshooting tips before calling:

2-step verification troubleshooting
- New phone number, wrong number, wrong devices
- Not getting SMS texts (correct number)
- Authenticator app issues
Use a government ID and selfie to verify your identity
All other issues
- Password help
- Forgot email
- Account locked

If you still cannot sign in to Gusto, you can call us Monday through Friday, during our office hours, at (628) 246-1969.

Call code

If asked for it on the call, you can get your six-digit security code by going to gusto.com/code. Enter your email and password (no 2-step verification code needed).