Why you receive notifications?

The Macquarie Authenticator app sends actionable push notifications to your device to verify certian transactions or account changes you've made in Adviser Online.

An actionable push notification is presented on your mobile device with a direct link to the Macquarie Authenticator app. You’ll see information about the activity you've completed so you can feel confident to approve or decline the request. You’ll need to have notifications turned on for push notifications to work. You can find these in your device settings.

Received a push notification you don’t recognise?

You shouldn't be receiving a push notification for actions that you did not initiate. However, this could occur in scenarios such as:

  • Clicking resend verification and receiving a delayed push notification due to slow network connectivity
  • An action that's suspected to be fraudulent.  

If you received a push notification that is suspected to be fraudulent, you should deny the action immediately to stop the action from completing. You should then immediately change your password which will log out all active sessions and prevent any further fraudulent activities and call Macquarie to report the incident. 

  1. Click Deny on the push notification
  2. Click Change password
  3. Follow the change password prompts
  4. Call us on 133 174 (+61 2 8245 4470), 24/7, to report the suspected fraudulent transaction.

Suspected fraudulent transaction notifications

If you received a push notification that you suspect to be fraudulent, you should deny the action immediately to stop the action from completing. You should then immediately change your password which will log out all active sessions and prevent any further fraudulent activities and call Macquarie to report the incident.

  1. Click Deny on the push notification
  2. Click Change password
  3. Follow the change password prompts
  4. Call us on 133 174 (+61 2 8245 4470), 24/7, to report the suspected fraudulent transaction.

Didn’t receive a push notification? 

You may not be able to approve or deny a push notification if you: 

  • can’t access the internet or have limited mobile reception 
  • haven’t enabled push notifications on your device.

If this happens, please check that you have notifications enabled for the Macquarie Authenticator app and try again by clicking on Resend verification.

If you’re still unable to receive a push notification try checking the task tab in Macquarie Authenticator: 

  1. Login to Macquarie Authenticator
  2. Click Tasks on the bottom
  3. Click on the action awaiting your approval.

Don’t have internet access?

You can use the codes in the Macquarie Authenticator app to verify transactions in Adviser Online when you’re offline. 

If you are unable to verify with the above options, please call us on 1800 808 508, Monday to Friday 9am to 5pm (Sydney time).

 

Chat to us on Adviser Online

Chat in real-time with an adviser consultant Monday to Friday, 8am to 7pm Sydney time (excluding public holidays).

Resolve a complaint

Everyone at Macquarie is commited to providing our clients with the highest standard of products and services available. If you have feedback we would like you to tell us about it. 

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