Client having trouble authorising via Macquarie Authenticator

If your client is having trouble approving payment requests via Macquarie Authenticator, there are a number of common troubleshooting tips that may help them.

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 their old device is completely unavailable, your client will need to call us on 1800 099 265 (Overseas +612 5501 1743) to have their old device de-registered.

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 in the online portal.

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 haven’t enabled push notifications on their device or don’t have access to the internet.

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 Access Code 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.
 

They can enable notifications for the app in the notifications settings on their device and will be alerted to all future notifications. They can also check the Tasks section of Macquarie Authenticator for any outstanding actions.

If you’d like to resend the notification, you can do that through Adviser Online. Please see Adviser initiated pension payments for more information.

If your client hasn’t used the Macquarie Authenticator app for a period of time, they’ll be logged out of the app. 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 Access Code and password.

If your client has forgotten their Access Code or password they can retrieve them via the online portal.

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 Macquarie Authenticator as a verification method in Adviser Online.