Set up, manage, and troubleshoot 2-step verification

Summary

Learn how to set up 2-step verification, change your verification method, remove 2-step verification, and troubleshoot 2-step verification issues (e.g., new phone number). Get more info about verifying your identity with a photo, and how to view or forget your trusted devices in your employee account.

Users Intent

Context Variations

Content

This article is for all users, including employers, admins, employees, and contractors, who need to set up, manage, or troubleshoot 2-step verification.

About 2-step verification

2-step verification adds an extra layer of security to your account. Even if someone knows your password, they cannot sign in without a special code. We send this code to your phone or app.

Gusto stores a lot of your personal info, so we require most users to set up 2-step verification. You need to use it every time you sign in.

What you need to sign in to Gusto

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

The email connected to your Gusto profile. Your company sets this up for you.
Your password. If you never set one up or forgot it, fix your password problem first.
The 2-step verification code we send after you enter the correct email and password. See the Troubleshoot sign-in problems section for help with resolving code issues.

If you can sign in to Gusto

If you can sign in to Gusto, you can turn on 2-step verification using a phone or a desktop computer.

Set up 2-step verification (if you can sign in)

You can set up 2-step verification on your phone or desktop computer. Choose the method that works best for you.

Set up on your phone: Scan a QR code in an authenticator app or get a text

You have two ways to get verification codes on your phone:

Authenticator app (we recommend this option)
- The app works without a cell signal or Wi-Fi after you set it up.
  - Great for frequent travelers
- You get a new 6-digit code each time you sign in.
- Download a free app like Google Authenticator, which is available for both iPhone (iOS) and Android.
Text message or phone call
- This option is easy to set up.
- You might have trouble if you travel or have a poor cell signal.
- We send a code to your phone by text or call.

Set up 2-step verification on your phone

To set up 2-step verification on your phone:

Sign in to Gusto.
- If you already set up 2-step verification but 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.
Click Settings.
Under Personal, click Security.
- Admins: Click Settings, then My profile.
In the 2-step authentication section, next to either Authenticator app or Text message, click Set up.
Choose how you want to get the code (app, text, or call).
Follow the instructions to finish the setup.

Trust your device: You can check Remember this device so you only need to enter the code once every 30 days. Only do this on devices you trust, like your personal phone or computer.

Set up on your computer

You can also use a desktop authenticator app like Zoho OneAuth. You’ll copy a code from Gusto and paste it into the app.

To set up 2-step verification on your computer:

Download a desktop authenticator app (like Zoho OneAuth).
Then, sign in to Gusto.
- If you already set up 2-step verification but 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.
Click Settings.
Under Personal, click Security.
- Admins: Click Settings, then My profile.
In the 2-step authentication section, next to Authenticator app, click Set up.
Pick Authentication app as your method.
Click Continue.
Scan the QR code with your authenticator app. If you cannot scan it, find a way to “Enter a setup key” in your authenticator app. Then, manually enter the setup key below the QR code.
Click the icon next to the setup key to copy the code from Gusto.
Paste the code into your authenticator app.
Click Confirm.

Trust your device: You can check Remember this device so you only need to enter the code once every 30 days. Only do this on devices you trust, like your personal phone or computer.

Manage 2-step verification (if you already have it set up)

You can change your verification method or remove 2-step verification if you already have it set up on your account.

To change or remove your verification method:

Sign in to Gusto.
Enter your current 2-step code.
- If you already set up 2-step verification but 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.
Click Settings.
Under Personal, click Security.
- Admins: Click Settings, then My profile.
In the 2-step authentication section, next to your current method, click Edit or Remove.
- If you click Edit:
  - For text messages: Update the phone number we use to send your verification codes.
  - For authenticator app: Go through the setup process again. You can use your phone or download a new app.
- If you click Remove:
  - Most users cannot turn off 2-step verification because we require it for security purposes.
  - To remove 2-step verification, enter the 6-digit code from your mobile device and your current account password. Then click Remove.

Primary admins: Require other admins to use 2-step verification

If you’re a Primary admin, you can require all other admins to use 2-step verification. This adds extra security to your company’s account.

To turn required 2-step verification on or off:

Sign in to Gusto as the Primary admin.
Go to Settings.
Under Company, click Customization.
Next to 2-step authentication for all admins, click Edit.
Choose to turn this setting on or off.
- When you enable this, admins who do not have 2-step verification set up will need to set it up the next time they sign in.
Click Save.

Manage trusted devices

If you check Remember this device during sign-in, Gusto will remember your device for 30 days. You will not need to enter a verification code during that time.

To manage your trusted devices:

Sign in to Gusto.
Click your name in the top-right corner.
Click Settings.
Under Personal, click Security.
- Admins: Click Settings, then My profile.
In the Trusted devices section, click Manage.
You can remove one device or all devices (scroll to the bottom of the list).

Troubleshoot: Gusto does not remember your device

If Gusto keeps asking for a verification code on a trusted device, clear your browser cookies for “gusto.com.”

To clear cookies and fix this problem:

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 and click Remember this device. You’ll still need to enter your 2-step verification code this time.
The next time you sign in on this device, we will not ask for a verification code.

Set up photo ID backup

Verify your photo ID. If you ever have trouble signing in to your account later, we can verify your identity with your ID.

To set up photo ID backup:

Sign in to Gusto.
Click your name in the top-right corner.
Click Settings.
Under Personal, click Security.
- Admins: Click Settings, then My profile.
In the 2-step authentication section, next to Photo ID backup, click Add.
Follow the prompts and complete setup.

Troubleshoot sign-in problems

If you cannot sign in because you have a new phone or device, or you’re not getting a verification code, this section 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.

Troubleshoot: Cannot get your verification code (new phone or number, text/authenticator issues, and more)

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

Troubleshoot: I never set up 2-step verification

If we ask you for a verification code but you never set up 2-step verification, follow these steps:

Sign in using 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 verify your identity by checking the info linked to your phone number. If we cannot verify you using your phone number alone, you’ll need to show a government-issued ID and take a selfie to prove your identity.
Enter the six-digit code we sent to your phone.
Click Continue to add this phone number as your 2-step verification method.

Troubleshoot: I cannot get codes (new phone or phone number)

If you changed your phone number and cannot access your old one, you will not receive the codes we send there. Follow these steps:

Enter your email and password on the sign-in page.
- If you forgot either one, get help here first.
Click Continue.
Select Text message as the method for sending the code, then click Continue.
- Some users may see WhatsApp as an alternate option, but to change your phone number you need to select Text message.
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 verify your identity by checking the info linked to your phone number. If we cannot verify you using your phone number alone, you’ll need to show a government-issued ID and take a selfie to prove your identity.
Enter the six-digit code we sent to your phone.
Click Continue to add this phone number as your 2-step verification method.

If this does not work: If you cannot verify using an ID and selfie either, call us for help.

Troubleshoot: I cannot get codes (correct phone number)

If you have the correct phone number but you’re not getting text messages, try these steps:

Get your code by phone call instead of text.
- If you forgot your email or password, get that information first.
- Then, go to the sign-in page, find Need a new code?, and click Call me.
Clear your text inbox if it’s full, then click Text me to get a new code.
- Make sure you use the phone number linked to 2-step verification in your Gusto account.
- Wait at least 2 minutes after clicking to get the code.
If these steps do not work, verify your identity with a photo ID and selfie.

If you’re still stuck: Call us so we can help verify your identity.

Prevent this problem: We recommend using an authenticator app for 2-step verification. This prevents text message issues.

Troubleshoot: My authenticator app is not working

If your authenticator app is not working, try these steps before calling Gusto:

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

If you still cannot get access: If you cannot get access using a photo ID and selfie, call us for help.

Verify your identity with a photo ID and selfie

We use a tool called Persona to safely verify your identity. Learn more about Persona’s security settings.

If you cannot verify on your own: Call us before you can sign in.

Before you start

Use one of these browsers:

Chrome
Internet Explorer
Firefox
Safari
Brave (Update your settings first — Brave blocks video autoplay by default)

How to verify your identity with Persona

Sign in using 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 correctly first. You need both to troubleshoot 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 option, call us for help.
You should 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-issued 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? Click Continue on another device.
  - We’ll send a verification link by text message or QR code, so that you can complete the process on a device with a camera.
Click Use this photo.
To take your selfie, click Get started.
Click Done.

What happens next: If we can verify your identity, you get access to your Gusto account immediately.

If you cannot finish the process or the option does not appear, call us for help.

Tips for a successful ID photo

Make sure your ID is clear, not cut off, and not expired. The image and text must be clear and legible.
Do not hold the ID in your hand for the photo. This can block important information.
If one ID does not work, try another.

Tips for a successful selfie

Take your selfie in good lighting.
Do not wear glasses.
Turn your face entirely to the left, then fully to the right.

Common error messages and how to fix them:

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 is not expired.
Generic: Make sure ID details are clearly visible.
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 blocked.
Unprocessable-image: Try uploading a JPG or PNG file.

Having camera or browser problems?

Let your browser or device use your camera.

For phones (iOS or Android app users):
- Go to Settings, then Apps. Select the app, then 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 the camera is set to Ask or Allow.
  - Check your camera and 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.
  - Set camera permissions to Allow or Ask instead of Deny.
- Microsoft Edge
  - Desktop
If your 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.
  - Do not use Blocked or Deny.
- Turn off any blockers that stop the video from playing.

Call us if you cannot verify your identity another way

Try to verify your identity on your own before calling. Wait times can be high.

Try these options first:

Get email or password help
Troubleshoot 2-step verification code issues
Verify your identity with a photo ID and selfie

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

If we ask for a call code:

Go to gusto.com/code.
Enter your email address and password.

You do not need your 2-step verification code to get a call code. The call code is different from your 2-step verification code.

Keywords: account security 2fa set up 2 step verification 2-step verification 2 factor two factor authentication two step verification trusted device remember device security center persona persona change phone number new number phone codes wrong phone change phone