Troubleshooting Macquarie Authenticator

Macquarie Authenticator is our fast and secure multi-factor authorisation method. It’s a standalone mobile app that sends you push notifications to verify your identity when logging in to the Broker Portal.

The Macquarie Authenticator app:

• sends push notifications to verify your identity at login and other key changes to your account, or
• provides codes that are available 24/7

There’s information on the Broker Help Centre to support you through how Macquarie Authenticator works, including:

• Logging in and linking your Macquarie ID for the first time, and
• Managing your security settings, including changing passwords and de-registering devices.

If you’re having trouble verifying your account or changes with Macquarie Authenticator, here are some tips that may help.

Macquarie Authenticator can be added to more than one device, providing flexibility in how you authenticate.

You may not receive a notification if you haven’t enabled push notifications on your device or don’t have access to the internet. To receive notifications, either:

• enable notifications for the app in the notifications settings on your device, or
• check the Tasks section of Macquarie Authenticator for any outstanding actions, or
• check you are on the Macquarie Authenticator app (not our Macquarie banking app).

If you haven’t used the Macquarie Authenticator app for an extended period of time, you’ll be logged out of the app. You’ll still receive a notification but will need to log in to the app before authentication. You may be required to log in by re-entering your Macquarie ID and password.

If you’ve forgotten your Macquarie ID or password, go to the Broker Portal log in page and select Forgot log in details?.

If you have deregistered from the Macquarie Authenticator app, you won’t be able to receive any notifications and you won’t be able to authenticate your login to the Broker Portal. You’ll need to re-register your device – see Set Up Macquarie Authenticator for instructions.

If you already use Macquarie Authenticator for your personal banking or as an adviser, you can link your broker or support staff Macquarie ID to the same Macquarie Authenticator.

1. Log in to the Macquarie Authenticator app
2. Select Menu
3. Select Add new
4. Add your new Macquarie ID and Password
5. Enter the SMS code that’s sent to your registered device
6. Click Done.

If you are based overseas (with a non-Australian mobile number) or travelling overseas, you are able to use Macquarie Authenticator.

To use the app, you require either cellular network or access to the internet to receive push notifications. If you don’t have access to internet, you’ll receive a rolling code to the Macquarie Authenticator app to verify the activity.

You’ll need to deregister Macquarie Authenticator and re-register to set up a new pin. If you have another device linked, you can do this on Broker Portal in the Security Settings section (go to the top right drop down).

Alternatively, you’ll need to select Menu, then Help & Support, and then contact us in the Macquarie Authenticator app during standard business hours.

This occurs when the push notification you are trying to approve has now expired.