Multi-factor authentication

The way you log in to RACP systems is changing. We’re adding another layer to your information security with multi-factor authentication (MFA).

Troubleshooting guide

If you have issues setting up your MFA, look over our troubleshooting guide or contact us.

Set up MFA

You can log in once using your old user name and password after 1 October. You'll then get an email from us about setting up your MFA. It includes your new User ID.

Important things to remember about your new User ID
  1. It is not an email address.
  2. It will be your User ID from this point on.

First, choose your authentication method. You can use the Microsoft Authenticator app to approve each log in or your mobile phone number to receive SMS.

Note: Chrome, Firefox, Safari and Microsoft Edge are supported in MyRACP. Internet Explorer is not.

Authenticate using the Microsoft Authenticator app

Downloading the authentication app to your smartphone is the most secure option. You must keep the app on your phone because you'll use it to approve your log in each time.

  1. Have ready your:
    • smartphone
    • new User ID from the email
    • one-time password from the email, if provided

  2. Download the Microsoft Authenticator app*.

  3. Log in to MyRACP to start and follow the prompts to complete the MFA process.

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.

Authenticate using your mobile phone number

You can also authenticate using your mobile phone and receive an SMS code.

  1. Log in to MyRACP to start and follow the prompts to complete the MFA process.

  2. Choose ‘I want to use a different method’ at the bottom of the screen. Do not select ‘I want to use a different authenticator’.

  3. Input your mobile phone number and select the correct country code.

  4. Request ‘Text me a code’.

  5. When you get the code on your mobile phone, enter it and select ‘Next’.

After you set up 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, check your mobile phone for the 6-digit verification code.

Create a new password

If your password isn’t strong enough, we'll include a one-time password in the email.

After you log in with this one-time password and set up MFA, you'll be prompted to change your password to one with 8 or more characters including one character from 3 of these categories:

  • uppercase characters A to Z
  • lowercase characters a to z
  • digits 0 to 9
  • special characters such as !, $, #, %

Troubleshooting guide

Browse the topics below if you're having issues with the MFA process.

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. Follow these steps:

  1. Open your phone settings.
  2. Find the Authenticator app settings.
  3. Enable permission for the Authenticator app to use your camera.

Authenticator app 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, try one of these methods:

  • Scan the QR code instead. This eliminates the possibility of entering an incorrect URL or code and makes setup faster.

  • Use copy and paste directly into a browser window on the same device. This allows you to enter the information faster.

I deleted the Authenticator app after setup

The authentication method you select when setting up MFA is the method you need to use to approve every new sign in attempt in the future. If you chose to authenticate using the app, you'll need to keep the app on your phone.

If you deleted the app, contact us so we can reset it for you. You'll need to go through the setup process again.

I have a new phone and need to reset my Authenticator app

You’ll need your:

  • old smartphone connected to Wi-Fi, prior to any factory resets
  • laptop/PC

If you don’t have access to your old phone, contact us so we can reset it for you.

Resetting your Authenticator app

  1. Sign in to Microsoft on your laptop/PC.
  2. Approve the sign-in request on your old phone.
  3. Go to Security info on your laptop/PC and click 'update info'.
  4. Delete ‘Microsoft Authenticator’ for your old phone.
  5. Go to ‘Add method’ on the top left of the list.
  6. Select and add ‘Authenticator app’ from the drop-down.
  7. Follow the steps to complete the set-up on your new phone.

When set-up is complete, check your default sign-in method is ‘Microsoft Authenticator – notification’. You can view this under Security info.

Login details

Cannot find my new login details

You received an email with your new login details. If you cannot find the email, check your spam/junk folder, or if you're using Gmail, your 'Promotions' folder.

If you still can’t find it, contact us and we'll resend it.

Link in the email doesn't work

If the link we sent you in the email doesn't work, you can also log in directly here on the website as you usually do. The MFA process will start automatically when you log in to MyRACP.

Single-use password doesn't work

If you can't get your password to work, type it in carefully and remember it's case sensitive.

You could also have issues with your password if you attempted the login and then abandoned the MFA setup before completing it.

Contact us to get a new single-use password.

Old login details don't work

You can log in once using your old user name and password after 1 October 2020.

When you receive the email from us with your new User ID and single-use password, you need to log in with those details and complete the MFA process before you can access online system or resources.

Forgotten password process doesn’t work

The forgotten password/User ID link on our login page is linked to the new system. It will only work after you've completed the MFA setup.

Contact us if you've forgotten your old password.

Contact us with questions.

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