Common fixes for Macquarie Authenticator

If you’re having issues using the Macquarie Authenticator app to authorise transactions or account changes, one of these common fixes may help.

Deactivate any old devices

Macquarie Authenticator may not work on your new device if it’s still registered on another device.

You can deactivate any mobile devices that has the Macquarie Authenticator app installed either through Macquarie Business Online or via the Macquarie Authenticator app on the device you want to deactivate.

Deactivate via Macquarie Business Online

  1. Log in to Macquarie Business Online
  2. Select the profile icon in the right-hand corner of the top bar menu
  3. Select Security
  4. Find Connected devices and select Manage on the device of your choice
  5. Deactivate your Macquarie Authenticator app by selecting Deactivate app or Deactivate all
  6. We’ll send your registered device an actionable push notification to verify the deactivation
  7. Complete your Macquarie Authentication.

Deactivate via Macquarie Authenticator

  1. Open the Macquarie Authenticator app
  2. Select the menu icon
  3. Select the icon adjacent to your Macquarie ID
  4. Select the option Deregister Macquarie ID.

This will stop notifications from being sent to this device and you’ll no longer be able to verify actions from this device.

If you’ve lost your device(s) and can’t deactivate the Macquarie Authenticator, please call us on 1800 620 673 (+61 2 8245 4177 if calling from overseas).

If you have a new device and your old device is still available to you, please follow the steps above to deactivate the old device using the Macquarie Authenticator app. Once your old device is deactivated, you’ll easily be able to register the Macquarie Authenticator app on your new device.

If your old device is no longer available to you, you’ll need to call us on 1800 620 673 (+61 2 8245 4177 if calling from overseas).

Update the Macquarie Authenticator app

  1. Open the Apple App Store or Google App Store on your device and search ‘Macquarie Authenticator’
  2. Click Update next to the application icon (if applicable)
  3. Once the update has finished, you can use it as usual.

Check notifications are enabled

In your phone security settings, check that you have app notifications turned on for the Macquarie Authenticator app.

To find out more about managing your app notifications and alerts for the app see, Manage your device notifications and alerts.

Still having issues?

Please call us on 1800 620 673 (+61 2 8245 4177 if calling from overseas).

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