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 02 8550 5666, (available 24/7), to have their old device de-registered.

If your client needs to make a payment urgently but is unable to access their Macquarie Authenticator app, they can call us on 02 8550 5666, (available 24/7), to de-register their Authenticator access.

They can then approve the payment via the SMS or print, sign and upload methods.

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 on Macquarie Online Banking or via the links below.
 

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.

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 initated 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 Macquarie ID and password.

If your client has forgotten their ID or password, they can retrieve them via Macquarie Online or Macquarie Mobile banking.

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 Authenticator as a verification method in Adviser Online.