There are a few reasons why you might not be able to log in. Here are some ways you can troubleshoot your issue:
1. Make sure you’re registered as an adviser
Although you may have used our products before, it’s important to make sure that you’re registered to use Adviser Online.
2. Make sure your Access Code is correct
Your Access Code is an eight-digit number that lets you log into Adviser Online.
If you’ve forgotten yours, you can retrieve it through Adviser Online.
- From the Log in to Adviser Online screen, click Forgot log in details? | Forgotten your Access Code
- Enter your last name, date of birth and the email address you have registered with us
- Click Submit.
If the details match our records, you’ll receive an email with your Access Code.
3. Reset your password
If you can’t remember your password, you can easily reset it. You'll just need your mobile and have registered for the Macquarie Authenticator app:
- Go to Adviser Online
- Click Forgot log in details?
- Click Forgotten your password
- Enter your Access Code and mobile number and click Submit
- In the Macquarie Authenticator app, you will receive a push notification to change your password.
- Click Yes, change
- Create your password
- Click Submit.
4. Change your internet browser
If you see an error message that says 'A system error has occurred', the problem might be related to your internet browser. Try using a different browser to log in to see if that fixes your issue. We always recommend using Chrome.
5. Try another device
If you’re still experiencing problems, you may want to try logging in on a different device.
If that still doesn’t help you, please contact us.
