Frequently asked questions

Do I need to enter MFA access code for sign-in while I am on Macquarie University campus?

No, MFA will not be required whilst you’re on the Macquarie University campus network.

What do I need to setup MFA?

  • your active student One ID and password
  • a laptop or desktop computer to setup your MFA. (Don't attempt the MFA setup steps on your smartphone, as you will need your smartphone to scan the QR code).
  • smartphone with one of the favourite authenticator apps installed (these are free to download from the iOS App store or Google Play).

Can I use any authenticator app on my mobile phone?

It is recommended to use one of the below suggested authenticator apps:

  • Okta Verify
  • Google Authenticator
  • Authy
  • Microsoft Authenticator

Once I have setup MFA successfully, what is required to login back into iLearn or eStudent?

Once you've set up Multi-Factor Authentication (MFA) and have registered an authenticator app like Okta Verify, Google Authenticator, Authy, or Microsoft Authenticator, using MFA follows these steps if you are outside the MQ University campus network:

  1. Login as Usual using your MQ student ID and password.
  2. Prompt for MFA Code: you'll be prompted to enter your MFA code, which is a 6-digit code.
  3. Open Your Authenticator App: On your phone or other device where your authenticator app is installed, open the app.
  4. Find Your Code: Inside the authenticator app, you'll see a list of accounts you've set up for MFA. Find the code that corresponds to your MQ university student account. Enter the 6 digit code from the account
  5. Enter Your Code: Go back to the iLearn or eStudent page you are attempting to login, where you see the MFA prompt and enter the 6-digit code from the authenticator app & submit. If you enter a wrong 6-digit code 5 times, your account will get locked, so please make sure you enter the correct code.

Remember, the MFA codes generated by the app are time-sensitive, so they need to be entered fairly quickly after they're generated. If you enter a code and it doesn't work, it might have expired. If that happens, simply use the new code the app generates.

Can I add a second mobile device as a secondary authenticator? OR
Can I use more than one device or app to generate OTPs?

Yes, you can enrol multiple devices or authenticator apps to generate OTPs. This can be helpful in case you lose access to one of your devices.

How do I change or reset my MFA method?

Please see the section below for detailed instructions on how to update your MFA method.

What should I do if I have lost my phone or MFA enabled device?

If your phone has been lost, stolen, transferred to someone else or replaced with a new phone, then you will need to deregister your old device before you can register a new device. To do this, contact the Macquarie IT Service Desk (02) 9850-HELP (02-9850-4357) and advise them you need to deregister a device from Okta MFA.

I don't have a mobile phone or tablet OR my phone only makes calls, it doesn't run Android or iOS

Currently, we only support Android & iOS based mobile devices, Authy on desktop for receiving the 6-digit OTP. Authy desktop setup guide (requires login to OneHelp).

If you need further assistance on current methods available for MFA, you can contact the Macquarie Service Desk (02) 9850-HELP (02-9850-4357) or email IT Service Desk at

Do I have to wait for the next OTP code to be generated on the authenticator app, if the time is running out on the current OTP displayed?

No, the system we are using will accept either of the two most recent codes generated on your authenticator app. If you've typed in the 6-digit OTP code but then a new code appears on your phone, you should still be able to log in.

Can I use a desktop or laptop to give me the 6-digit OTP instead of a mobile phone-based app?

Yes, Authy is also available on desktops. Authy offers a desktop application that supports the following operating systems:

  • Windows: Authy is compatible with Windows 7 and later versions.
  • macOS: Authy supports macOS 10.12 (Sierra) and later versions.
  • Linux: Authy provides a desktop app for Linux distributions, such as Ubuntu, Fedora, and Debian.

By using Authy on your desktop, you can generate OTPs even when your smartphone is not available. To download the Authy desktop app, visit the Authy website ( and choose the appropriate version for your operating system. You can follow the Authy desktop setup guide (requires login to OneHelp).

I am currently not in Australia. Will I be able to use MFA while overseas?

Yes, you can use any of the recommended authenticator apps installed on your smart phone to setup & use MFA from overseas.

My phone is a personal one, and I don't want the University to have my personal phone number.

Your phone number isn't requested or used in MFA, and the University has no way of accessing your number through MFA. In fact, MFA will work fine with a WiFi-only tablet that doesn't have a phone number.

My phone is a personal one, and I don't want to use my data for MFA?

The only time you'll need data for MFA is to download one of the Authenticator apps once when you register for MFA (if it wasn't installed already). If you want, you can do this at home over WiFi, or over the University's WiFi (Macquarie OneNet or Macquarie Public). Once it is installed, using your device to get the 6-digit OTP/code doesn't use any data.

When I enter the 6-digit OTP during login, I get error message “Your code doesn't match our records. Please try again."

Make sure that the time and date on your phone is correct. If the time is too far different, then the codes you see will be different to the ones you should get.

You might want to check your phone's time zone too, particularly if you are currently travelling or have recently travelled to somewhere in a different time zone.

If all these steps don't work, please reset your MFA by following instructions on “Changing or resetting your MFA method?” below.

Go to the MQ Okta page at and login using your MQ OneID and password.

Click the dropdown on top-right corner and click ‘Settings’, then click ‘Edit Profile

Click on ‘Edit Profile

Enter your password

Enter the 6-digit access code from your MFA authenticator app on your mobile phone.

On the Extra Verifications step, click on the 'Remove' button next to the setup for Okta verify or Google Authenticator (depends on the one you had setup earlier).

Go to your authenticator app on your mobile phone and delete the MFA account associated with

Now you are ready to setup a new authenticator app by following the MFA with Okta setup steps.