Multi-factor authentication

The way you log in has changed. 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.

Before you begin

When you log in with your old user name and password, we send you the 'New RACP Login User ID' email. Use these details to set up your MFA.

  • Find the ‘New RACP Login User ID’ email for your User ID and, if needed, one-time password.
  • Type in your User ID, copy and paste will produce errors.
  • If you forgot your existing password or it doesn't work, contact us.
  • Internet Explorer is not supported. Use these browsers instead: Chrome, Firefox, Safari, Microsoft Edge.

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

First steps

  1. Go to MyRACP on your computer and click ‘LOG IN’. *
  2. On the next page, enter either your existing password or the one-time password provided in the ‘New RACP Login User ID’ email. **
  3. On the ‘More information required’ panel, click ‘Next’ to continue.
  4. To set up with SMS, click ‘I want to set up a different method’ and follow the SMS setup below.
  5. OR to set up the Authenticator app, click ‘Next’ again and follow the Authenticator app setup below.

Also see instructions on how to update your password and a troubleshooting guide.

* This process will not work on your mobile.
** 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.

Set up authentication with your chosen method

SMS setup

  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.

Authenticator app setup

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’ 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.

Troubleshooting guide

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


Add an alternative MFA method

Setting up your phone number as an alternative authentication method is useful when:

  • you get a new phone
  • your phone is broken
  • an internet connection is not available
  • if you need to use a different phone/number in another country

Steps to add an alternative MFA method:

  1. Browse to Security info
  2. On this page, you can:
    1. add a new or alternative phone number with the '+Add' button
    2. update an existing number
    3. remove an old number with the 'Delete' button
    4. change your default notification method with the 'Change' link

Use the alternative notification method

When you log in to MyRACP and want to use one of your alternative methods, click on the ‘Sign in another way’ link and select your method.

MFA password reset (SMS users only)

If you set up your MFA but can’t remember your password, reset it with Microsoft's Self-Service Password Reset (SSPR) tool.

You need your User ID and your usual MFA device handy to complete these steps:

  1. Go to the SSPR tool
  2. Type in your RACP User ID and the code shown in the 'captcha' window, then click 'Next'. The captcha code is not case sensitive.
  3. Type in the mobile number you used to set up your MFA previously and select how you want to verify. 'Text my mobile' is usually easiest.
  4. A message will appear saying a code has been sent to your phone. Retrieve it and type it in the box provided, then click 'Next'.
  5. Type a new, strong password in the boxes, then click 'Finish'. 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.
  6. Login to MyRACP using your User ID and new password.

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.

I deleted the Authenticator app after setup

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

I have a new phone

If you authenticate by SMS, follow the instructions below based on whether you will be retaining your existing phone number or not.

Phone number stays the same

If you authenticate via SMS and your phone number hasn't changed, your authentication will continue to work and no changes are needed.

Phone number changes

If your phone number has changed, follow these steps with your computer, old phone (prior to any factory resets) and new phone on hand.

On your computer:

  1. Open the Security info page.
  2. Delete any listings for your old phone.*
  3. Click ‘Add method’ button and follow prompts to add your new phone for 1 or more methods.

When setup is complete, check your default sign-in method is ‘Microsoft Authenticator – notification’.

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

* If you intend to keep using your old phone for MFA, skip this step and go to step 3.

Login details

Cannot find my new login details

You received the ‘New RACP Login User ID’ email with your new login details. If you can't find it, check your spam/junk folder, or for 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 starts automatically when you log in to MyRACP.

Single-use password doesn't work

Remember your password is case sensitive. It remains valid until you complete the MFA process, even if you abandon the process before completing it.

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 complete the MFA setup.

Contact us if you forgot your old password.

Contact us with questions.

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