Having trouble authorising via Macquarie Authenticator

You may not be able to initiate a payment request in Adviser Online if your client has not registered for the Macquarie Authenticator app and completed the training simulation.

If your client is showing as having Macquarie Authenticator installed and you’re still not able to initiate a payment request in Adviser Online, simply ask your client to:

1. Open the Macquarie Authenticator app and select Enable notifications to turn on push notifications.
2. Select Menu, then Help & support, then Training simulator to receive a sample push notification and approve a test request just like they would a real one (it takes less than 30 seconds).
    

Macquarie Authenticator is registered to another device. If your client gets a new device, they’ll first need to install Macquarie Authenticator on their new device. Once they log in for the first time on their new device, a push notification will be sent to the Macquarie Authenticator app on their old device.

They’ll need to accept the request before they can register Macquarie Authenticator on their new device.

If your client hasn’t used the Macquarie Authenticator app for a long period of time, they’ll still receive a notification but will need to log in to the app before authorising it. They can log in by re-entering their Macquarie ID and password.

If your client has forgotten their ID or password, they can retrieve them via Macquarie Online or Macquarie Mobile banking.

To complete registration for Authenticator, your client must enable push notifications and complete all of the steps in the training simulator to finalise their set up.

If your client has previously registered their Macquarie ID for Authenticator but did not enable push notifications as part of the registration process, please ensure they select Enable on the Tasks page of Authenticator to finalise the set up.
 

Your client may have accidentally uninstalled the app on their device without first deregistering it. In this scenario they will still appear as registered but won’t receive a notification.

They can simply redownload the app via the QR code on Macquarie Online Banking or via the links below.

Once your client has redownloaded the app, any outstanding tasks from the last 24 hours should be waiting for them to approve.
 

Your client may not receive a notification if they don’t have access to the internet.

Once your client can access the internet, they can check the Tasks section of Macquarie Authenticator for any outstanding actions.

To generate a new push notification after the previous one has expired (24 hours), navigate to the task or payment and click Resend notification.
 

Using codes

If your client is still unable to access the internet, they can use the Codes in the Macquarie Authenticator app to verify transactions. 

If you client has de-registered from the Macquarie Authenticator app, they won’t be able to receive any notifications and you won’t be able to use Authenticator as a verification method in Adviser Online.