Enhancing your online security with Multi-Factor Authentication (MFA)
You may have noticed that we recently enhanced the MFA experience for all HUB24 users, providing more flexibility in the authentication options available. You can now choose to use a dedicated authenticator app or to receive an SMS code directly to your mobile phone.
As part of this change, we have refreshed our login page and updated the website address for this page to https://auth.hub24.com.au. There’s nothing you need to do differently and the login button at the top of the page will continue to take you to the correct location.
Are you having trouble logging in?
We are aware of some users having issues logging into their accounts after our platform enhancements were rolled out. Here are a few tips to help you resolve any challenges you might be facing:
If you continue to have issues with logging into the HUB24 platform, please contact the Client Services team via email at admin@hub24.com.au, or via phone at:
- Advisers & Portfolio Managers – 1300 854 994
- Investors – 1300 508 797
How to enable MFA
Over the coming months, we’ll progressively require MFA for everyone who accesses the HUB24 AdviserHUB, InvestorHUB and ManagerHUB portals. Once this is required on your account, you will automatically be prompted to set up MFA the next time you login.
If you would like to set up MFA before it is required, you can do this once you are logged into your account by clicking on your User ID in the top right of the screen, select “Security Settings”, and then follow the prompts to set up MFA.
Frequently asked questions
You are now able to choose between different authentication options that help ensure your online information remains safe and protected from unauthorised access.
These options are:
• Authenticator app
• SMS authentication (i.e. a text message to your mobile phone)
Yes, we have now introduced the option to receive an SMS code to verify your identity when logging in. If you currently have elected to use an authenticator app, you can change this option in the Security Settings tab on the User Settings page, once logged into the HUB24 platform.
A short video and guide are available to step you through this process.
Videos and information sheets are available to help you set up your nominated authentication option:
• How to set up MFA via an authenticator app – video / guide
• How to set up MFA via SMS – video / guide
No, you cannot register for both. You need to choose either SMS or authenticator app as your chosen authentication method.
If you have registered for SMS authentication and will continue to have access to your Australian mobile phone number while overseas, then you will continue to be able to login.
If you won’t have access to your regular Australian mobile phone number, you should consider changing your authentication method to use an authenticator app, which can be accessed internationally. You can change this option in the Security Settings tab on the User Settings page, once logged into the HUB24 platform.
A short video and guide are available to step you through this process.
The login URL has changed from https://my.hub24.com.au/Hub24/Login.aspx to https://auth.hub24.com.au. The new URL can be accessed by clicking on the “Login” button from the homepage. Additionally, the old URL will automatically redirect to the new URL.
As a result of the enhancements we’ve made to our MFA platform, the login URL has changed. If you use a password manager or your browser to remember passwords, your password may no longer automatically be entered the first time you login after this change.
You can either adjust the URL in your password manager / browser or re-save your password when you log in, and your password will be automatically entered for subsequent logins.
Yes, an MFA step will need to be completed every time you log in. You won’t be able to access the portal without completing this step.
Please contact HUB24 Client Services.
By phone:
• Investors – 1300 508 797
• Advisers and Managers – 1300 854 994
By email: admin@hub24.com.au
Using an authenticator app
How to set up MFA via an authenticator app – video / PDF guide
You can choose from a wide range of authenticator apps that are available to use for free. When selecting an authenticator app, it must offer TOTP (Time-based One Time Passwords) as its authentication method.
Examples of commonly used authenticator apps utilising TOTP include Google Authenticator, Microsoft Authenticator, Authy and Duo Mobile. When selecting your app, ensure you choose one from a reputable provider.
We recommend you use a separate device to scan the QR code shown on the MFA registration page.
For example, this could involve logging into your HUB24 account on your computer, and using your smartphone to download the authenticator app and then use the app to scan the QR code shown on the MFA registration page.
If you only have one device available, you can instead tap the “Trouble Scanning?” link on the MFA registration page. You will then see an alphanumeric code that can be copied and pasted into the authenticator app when registering for MFA rather than scanning the QR code.
Note: You only need to scan a QR code when initially registering your account for MFA. Once registered, you can more easily use the same device to login and also retrieve your authentication code.
Authenticator app codes typically change every 30 seconds, which helps maintain security as previous codes can no longer be used to login to your account.
Particularly if you are using the same device to login and also confirm authenticator codes, you may wish to wait until just after the code has refreshed before navigating back to the HUB24 login screen. This will help ensure the code has not expired by the time you use it.
Please call the Client Services team so we can help you reset MFA on your account.
– Advisers & Portfolio Managers – 1300 854 994
– Investors – 1300 508 797
• Ensure your authenticator app has permission to access your smartphone’s camera. If this permission was denied when the app was installed, it can be changed on your smartphone via Settings > Apps > Select the authenticator app > Ensure access to the camera is allowed under permissions.
• Ensure your device date and time are accurate. Authenticator app codes are generated based on the current time and date, if this is not accurate on the device, then the codes may not work.
• Update your authenticator app to ensure you’re using the current version.
• Support resources are also available via the provider of your chosen authenticator app. 3rd party resources for common authenticator apps are here:
• Google Authenticator
• Microsoft Authenticator
If you continue to have issues with logging into the HUB24 platform, please contact the Client Services team via email at admin@hub24.com.au, or via phone at:
Advisers & Managers – 1300 854 994
Investors – 1300 508 797
Using SMS Authentication
How to set up MFA via SMS – video / PDF guide
No, for security reasons we can’t see what mobile number you’ve used to register for MFA.
If you’d like, we can reset the MFA registration on your account, and you will be prompted to set it up from scratch the next time you login. You will be able to confirm the mobile number you’d like to register as part of this setup process.
No, the option to receive an SMS code to verify your identity is only available for Australian mobile numbers.
If you have a non-Australian mobile number, you can select “Authenticator app” as your MFA option and will be able to set this up as normal.
Please call the Client Services team so we can help you reset MFA on your account.
– Advisers & Portfolio Managers – 1300 854 994
– Investors – 1300 508 797
How to change your MFA method
You can learn more about how to change the MFA method linked to your account here:
We’re here to help
If you would like further support in setting up or managing MFA on your account, please contact the Client Services team via email at admin@hub24.com.au, or via phone at:
Advisers & Portfolio Managers – 1300 854 994
Investors – 1300 508 797
Staying scam aware
Ensuring data privacy and security for our customers is critical and we continue to take a proactive approach to managing cybersecurity threats and ensuring data security. Multi-Factor Authentication (MFA) helps to keep your online information safe and protects your account from unauthorised access.
HUB24 has continued to invest to mature the cyber security controls outlined by Australian Cyber Security Centre. Additionally, HUB24 maintains ISO27001 Data Security certification an international standard for information security.