Multi-factor authentication

We added another layer to your information security with multi-factor authentication (MFA). MFA uses the Microsoft Authenticator app or SMS to verify your identity.

Troubleshooting and self-service guide

Browse the topics below if you're having issues with logging in or your MFA.

I forgot my User ID

Your User ID follows this format:

  • first initial
  • last initial
  • MIN
  • @myracp.edu.au

For example, John Smith with MIN 12345678, would have the User ID:
JS12345678@myracp.edu.au

Contact us if you can’t remember your User ID.

I forgot my password

You need your User ID and your usual MFA device handy to complete these steps via the Microsoft Self-Service Password Reset (SSPR) tool:

SMS authentication users

  1. Click the ‘Forgot my password’ link after entering your User ID when logging in or go directly to the SSPR tool and follow the prompts.

    A strong password requires 8 to 256 characters and must combine uppercase and lowercase letters, numbers and symbols. It cannot contain your username. We recommend not using the password created by your mobile and instead create one that you can remember in case you log in with another device.

  2. Login to MyRACP using your User ID and new password.

Microsoft Authenticator app users

  1. Click the ‘Forgot my password’ link after entering your User ID when logging in or go to the SSPR tool.

  2. Type in your User ID and the code shown in the 'captcha' window, then click 'Next'. The captcha code is not case sensitive.

  3. A message will appear saying ‘Enter a code from my authenticator app’. Open the Microsoft Authenticator app, click on your RACP account and retrieve the one-time password code. This code refreshes every 30 seconds. Type it in the box provided, then click 'Next'.

  4. Type a new, strong password in the boxes, then click ‘Finish’. A strong password requires 8 to 256 characters and must combine uppercase and lowercase letters, numbers and symbols. It cannot contain your username. We recommend not using the password created by your mobile and instead create one that you can remember in case you log in with another device.

  5. Login to MyRACP using your User ID and new password.

I still can’t reset my password

If you still have issues with your password after following the steps above, contact us and we'll help you reset it.

My details are correct but I still get an incorrect User ID or password message

User ID and password fields cannot include spaces and are not case sensitive. Double-check there are no accidental spaces at the beginning or end of your User ID and password.

Contact us if you continue to get an error message.

I get a ‘We’re having trouble signing you in’ error message

You may already be signed in to your other Microsoft 365 account in the same browser. Check if this is the case by reading through the first line of the error message, where you should see a different email address than your MyRACP User ID.

To fix this, do one of the following:

  • log out of the non-MyRACP account in your browser, or
  • switch to a different browser, or
  • open a private/incognito window (CTRL+SHIFT+N)

Microsoft Authenticator app was deleted from my phone

If the app has been deleted from your phone, contact us to reset your MFA. You need to re-install the app and go through the setup process again, or alternatively you can set up an SMS code as your verification method.

We recommend setting up the Authenticator app on your new phone before uninstalling it from your old phone.

I have a new phone and the Microsoft Authenticator app isn’t working

If you replaced your phone, your RACP account will not automatically carry over in the Microsoft Authenticator app on the new phone.

You need to set up your RACP account in the app again. If you still have your old phone and have not done a reset yet, use the Authenticator app on your old phone to approve your login to the Security info page where you can add or manage your MFA methods.

Note: If you use SMS to authenticate and your phone number hasn’t changed, using a new phone will not affect your MFA.

I changed my phone number

If you have access to your old phone number and can receive an SMS, use the SMS authentication on your old phone to approve your log in to the Security info page where you can add or manage your MFA methods.

If you changed your phone number and use the SMS authentication method, contact us to reset your MFA.

If you use the Microsoft Authenticator app, you only need to reset your MFA if you replaced both your phone number and your phone.

Add or manage my MFA methods

Set up an additional authentication method to maintain the ability to log in to your account when:

  • you get a new phone
  • your phone is broken or you need to use a different phone
  • you're in another country

Add an additional MFA method

Log in to Security info page and add a new or alternative phone number with the '+ Add method' button. Follow the on-screen prompts.

On this page, you can also:

  • change an existing authentication phone number
  • remove an old number or Authenticator app with the 'Delete' button
  • change your default notification method with the 'Change' link
  • sign out of all devices remotely

Use the alternative authentication method

When you log in to MyRACP and want to use an alternative method, click on ‘Sign in another way’ and select your method. This is only available if you have already set up more than one authentication method.

QR scanning issues in the Microsoft Authenticator app

QR scanning doesn't work

If you can't get your phone to scan the QR code, the Authenticator app may not have permission to use your phone's camera.

In ‘Settings’:

  • Camera permissions | Settings > Privacy > Camera > toggle ‘Authenticator’ to ON
  • Notifications permissions | Settings > Notifications > tap ‘Authenticator’ > toggle ‘Allow Notifications’ to ON

QR scanning times out

Authentication tokens are limited. This means there's a short window of time to enter the URL and code. Instead of entering this information manually, scan the QR code. This eliminates the possibility of entering an incorrect URL or code and makes setup faster.


Set up your MFA for the first time

First steps

Important notes before you begin

Use a desktop computer. Setup will not work on your mobile.

Find the 'RACP Login User ID and one-time password' email we sent you.

Use these browsers: Chrome, Firefox, Safari, Microsoft Edge. Internet Explorer is not supported.


Follow these steps

With the 'RACP Login User ID and one-time password' email at hand, follow these steps:

  • Go to MyRACP on your computer and click ‘LOG IN’.
  • On the next page, enter the one-time password. *
  • Type in your User ID and one-time password. Copy and paste will produce errors.
  • On the ‘More information required’ panel, click ‘Next’ to continue.
  • To set up with SMS, click ‘I want to set up a different method’ and follow the SMS setup below.
  • OR to set up the Authenticator app, click ‘Next’ again and follow the Authenticator app setup below.

* If you forgot your existing password or it isn’t working, do not select ‘Forgot my password’. This only works after you complete the MFA setup and login. Contact us for support.

Note: Remember your new User ID is not an email address but it will be your User ID from now on.

Contact us if you can't find the email or have any issues.

Set up authentication with your chosen method

SMS authentication

  1. Confirm ‘Phone’ is selected.
  2. Select your country code prefix, type in your mobile number (with or without the leading zero is fine) and select ‘Text me a code’ and then ‘Next’.
  3. Retrieve the SMS code from your phone and type it in. Click ‘Next’.
  4. Click ‘Next’ again for the ‘SMS verified’ message.
  5. Click ‘Done’ to complete the process.

Microsoft Authenticator app authentication

You need your mobile phone and computer to complete this setup.

Install the Microsoft Authenticator app on your phone

Choose your device Apple or Android.

From here, you can 'Install' or 'Get' the app. You can also open or update it.

  1. On your computer, click ‘Next’ 2 or 4 times until you see a QR code.
  2. Switch to your phone and open the Authenticator app.
  3. Still on your phone, tap ‘Add Account’ in the top right:
    • Apple devices | white plus (+) symbol
    • Android devices | 3 white dots in a vertical line
  4. Select ‘Work or school account’.
  5. In the next screen on your phone, tap on ‘Scan QR code’ and scan the code on your computer.
Security notifications

New Apple devices may display security notifications where you need to grant permissions. If they don’t come up during the process, you may need to set them manually. Do this in ‘Settings’:

  • Camera permissions | Settings > Privacy > Camera > toggle ‘Authenticator’ to ON
  • Notifications permissions | Settings > Notifications > tap ‘Authenticator’ > toggle ‘Allow Notifications’ to ON
  1. Return to your computer browser and click ‘Next’. This sends a notification to your phone.
  2. On your phone, tap ‘Approve’. *
  3. Back on your computer, click ‘Next’ and ‘Done’ to complete setup.
* Security tip: When you get a notification on your phone, you can 'Approve' if you expect a notification and want to log in. Or you can 'Deny' if you're not expecting a notification or don't want to log in.

Update your password

If you got a one-time password in your ‘New RACP Login User ID and one-time password’ email or from us during a support call, change your password so you can login again later.

On the ‘Update your password’ screen, put the one-time password into the first ‘Current password’ field.

Then create a new password with 8 or more characters including at least one:

  • uppercase letter
  • lowercase letter
  • number

After setup is complete

After you set up your MFA, you can choose to stay logged in.

If you decide to log out, keep your new User ID and password safe and handy. Each time you log in, you must approve the login on your phone.

If you're authenticating by SMS, check your mobile phone for the 6-digit verification code each time you log in.


I have a problem not listed here

If your problem isn’t here, contact us with as much information as possible, including screen shots of error messages.

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