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 Macquarie products before, it’s important to make sure that you’re registered to use Adviser Online.
2. Make sure you have downloaded and registered for the Macquarie Authenticator app (Authenticator app)
To use Adviser Online, you need to download and register for the Authenticator app. The Authenticator app is our most secure verification method. It’s a standalone mobile app that sends you actionable push notifications to verify certain actions and account changes.
3. Make sure your Macquarie ID is correct
Your Macquarie ID is an 8-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 Macquarie ID
- 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 Macquarie ID.
4. Reset your password
If you can’t remember your password, you can easily reset it. You'll just need your mobile and the Authenticator app:
- Go to Macquarie and click Log in
- Click Advisers
- Click Adviser Online
- Click Forgot log in details?
- Click Forgotten your password
- Enter your Macquarie ID and mobile number and click Submit
- On your mobile device, open the Macquarie Authenticator push notification
- Review the details
- Click Yes, reset
- Click Dismiss
- From the Adviser Online log in page, create your new password
- Click Submit.
5. 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.
6. 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 on 1800 808 508.
