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.

Macquarie Authenticator can be added to more than one device, providing flexibility in how you authenticate. Here’s how to add Macquarie Authenticator when:

• You already have a device registered and looking to add another device, and
• When you don’t have a registered device and looking to add a device.

When required, it’s important to deregister your device, or remove our Macquarie ID in the Macquarie Authenticator app, if you’ll no longer have access to that mobile device for any reason. This is a key step to be completed, to ensure you can smoothly register a new device in the future.

A common scenario is if you’re moving firms and you’ll no longer have access to the mobile device. This is applicable for both brokers and support staff.

You can complete this step in either Macquarie Authenticator or in Broker Portal under ‘Connected Devices’ in Settings.

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
• check the Tasks section of Macquarie Authenticator for any outstanding actions, or
• check you're using the Macquarie Authenticator app (not the Macquarie Mobile Banking app).

For support staff, your broker may not have set you up with the correct mobile number. See Registering support staff on Broker Portal for more information on updating your contact details.

If you haven’t used the Macquarie Authenticator app for an extended period, 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’ve 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 Setting up Macquarie Authenticator for instructions.

If you are based overseas (with a non-Australian mobile number) or travelling overseas, you can 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 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.

If you don’t have another registered device, you’ll need to speak to our team on 02 8550 5614 (+61 2 8550 5614), Monday to Friday, 9am to 5pm Sydney time, excluding public holidays.