I forgot my User ID

Your RACP 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

Recover your User ID if you can’t remember.

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 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. An option will appear saying ‘Text my phone’. Open your text messages and retrieve the one-time password code. Type it in the box provided, then click 'Next'.
   
   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.


4. Type a new, strong password in the boxes, then click ‘Finish’.


5. 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. An option 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'.
   
   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.


4. Type a new, strong password in the boxes, then click ‘Finish’.


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 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.

If you have the SMS verification method already set up, you can still authenticate without the app.

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

Enable phone sign-in (passwordless authentication)

Use your Microsoft Authenticator app to sign-in without a password.

Follow these steps to enable phone sign-in

1. Open your Microsoft Authenticator app on your mobile device.
2. Select the account you want to enable phone sign-in for.
3. Select 'Enable phone sign-in'.
4. Select 'Continue'.
5. Enter your password and select 'Sign in'.
6. The ‘Approve sign-in request’ screen will appear. Note the number on your screen (e.g. 67).
7. ‘Approve sign-in’ notification will appear on your screen, enter the number into the box and then select 'Yes'.
8. ‘Help us keep your device secure’ screen will appear, select 'Register'.
• Android devices may show a 'Finish' screen after this selection
9. You're now set up to sign in without your password.

Using phone sign-in for the first time

1. On the login screen, enter your User ID and select 'Log in'.
2. Select 'Use an app instead'.
3. Select 'Continue'.
4. The ‘Approve sign-in request’ screen will appear. Note the number on your screen (e.g. 67).
5.  Open the Microsoft Authenticator app and type the number into the ‘Approve sign-in’ pop-up, then select 'Yes'.
6. ‘Stay signed in?’ screen will appear, select 'Yes' or 'No'. 
7. You're now logged in.

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.