Why are Adviser Initiated Payments not working?

Some common reasons why Adviser Initated Payments (AIP) may not work are: 

• Authorisers with missing or incorrect mobile details
• Invalid secure codes
• The account needs more than two approvers
• The account has exceeded daily pay limits
• Your client’s Macquarie ID is currently locked.

If your client is not registered for Macquarie Authenticator, an SMS security code must be sent to your client to authorise an AIP. If your client's mobile number on record with us is out of date or incorrect, you won’t be able to send an SMS secure code to them. 

If your client isn’t receiving the SMS secure code, ensure their details are up to date. Your clients can simply contact us to make any changes.

You won’t be able to authorise the AIP until you’ve verbally received a valid code from your client. The SMS secure code will be valid until midnight the following business day. Once your client provides the SMS secure code to you, you’ll be able to authorise the payment. For more information see Adviser Initiated Payments.

If your client's Macquarie ID is locked you'll see an error message on the screen in Adviser Online when trying to send them a Macquarie Authenticator push notification or SMS secure code. 

You can find more information to help them unlock their Macquarie ID.

Once your clients Macquarie ID has been unlocked, they’ll be able to receive push notifications or SMS secure codes. 

If your client is still experiencing issues unlocking their Macquarie ID, please contact us.

You can’t make AIP for accounts that require more than two authorisers. If an account needs more than two authorisers, your client will need to initiate and authorise payments themselves, either with a manual withdrawal form or online via their client portal.

If your client requires dual authorisation, the payment authorisation will be automatically sent to each authoriser once you navigate to the Send payment page. 

For dual authorisation, both clients can be registered with different authorisation methods (push notifications or SMS secure codes). For example, one client can approve the AIP via Macquarie Authenticator and the other can approve by verbally providing the SMS secure code.