Troubleshooting tips for the Ahpra portal

You do not need to pay for an authenticator app to use with your Ahpra portal. 

You may see sponsored results for authenticator apps that charge to download or offer ‘In App purchases’. To avoid unnecessary charges, only download the official Google Authenticator app from Google LLC. 

Download the Google Authenticator app from Apple's App Store or the Google Play store on your mobile phone.

While you can use any authenticator app that allows you to scan a QR code to set up and generate a 6-digit one-time code every time you log in, we strongly recommend the Google Authenticator app.

It’s free and compatible with our system.

We may not be able to provide support for other authenticator apps.

You need to have internet access to set up the Google Authenticator app and log in to your Ahpra portal.

Once you set it up you can generate the one-time code to log in to your Ahpra portal with or without a network or internet connection.

If you can connect your mobile to Wi-Fi, you don’t need to use a phone network to download Google Authenticator.

We recommend using a computer (laptop or desktop) and your mobile phone to set up your Ahpra portal and Google Authenticator app. This will ensure an easier experience, as the Ahpra portal is optimised for laptop or desktop computers.

However, you can set your Google Authenticator app from your mobile phone alone but. To do so, you won’t be able to scan the QR code on the Ahpra portal screen. Instead, you will need to enter a 30-digit alphanumeric code into your Google Authenticator app.  If you only have access to a mobile phone do the following steps:

1. On the Ahpra portal screen, click 'I can’t scan the QR code' shown below the QR code.
2. Copy the 30-digit alphanumeric code.
   
3. Switch to the Google Authenticator app.
4. Press ‘Add a code'.
5. Press ‘Enter a setup key'
   
6. Enter Ahpra as your account name and paste the 30-digit code in the ‘your key’ box.
   
7. Press ‘Add’ to connect the Google Authenticator app to your Ahpra portal.
8. This will automatically add an Ahpra account to the app. A 6-digit code will appear.
   
9. Enter the 6-digit one time code to log in to the Ahpra portal.
   

You will need a 6 digit one-time code every time you log into your Ahpra portal. An authenticator app generates this code for you. We recommend using the Google authenticator app. 

Scanning the QR code is a one off when setting up the app and connects your account to the app.

If you’re using both a mobile and laptop or desktop computer to set up your Ahpra portal, and you’re having trouble scanning the QR code, make sure you:

• are using a authenticator app – we recommend using Google Authenticator app
• have enabled camera permissions on your mobile phone for your authenticator app
• are using your authenticator app to scan the code, not your mobile phone camera app 
• scan within the green box that appears on the Google Authenticator app and have positioned the green box directly over the code

When connected, a 6-digit one-time code will appear on the Google Authenticator app. This is your one-time code that you need to enter to log in to your Ahpra portal.

If you don’t have an iPhone or Android mobile phone, you will need the support of a family or friend who does own one. You will need ongoing access to an iPhone or Android mobile phone with the Google Authenticator app to log in to your Ahpra portal after you complete the set up.

If you have an iPhone or Android mobile phone, but don’t have access to a computer, you may be able to access your work computer, local public library or ask family or friends.

Once you have access to a smartphone and computer, together:

• Read and watch How to move your account and set up your Ahpra portal
• Follow the steps in the Multifactor authentication support page.

If you still can’t access your portal, contact our customer service team.

Your employer’s IT security settings may stop you from accessing the Ahpra portal on your work network.

If blocked, you can ask them to make the address a safe and trusted address. This is the portal address: https://portal.ahpra.gov.au/s 

If this isn’t an option, try:

• using a personal laptop or mobile device
• connecting to a different internet network such as a personal hotspot from your mobile phone or your home internet connection.  

As part of the move, you will receive a verification email with a link. If you don’t receive the email:

• Check your junk or spam folder.
• Check the email you entered was correct.

If you still don’t receive a verification email, contact our customer service team.

Some devices may not automatically open the verification email link. If you’re having trouble opening the link, try to:

• Manually copy and paste the link in the email into your browser
• Try a different mobile phone
• Try using a laptop or desktop computer.

If the link still doesn’t verify your account, please contact our customer service team. 

When it’s time to renew your registration, an orange renewal alert box will appear on your Ahpra portal dashboard.

If you have logged in but you can’t see the orange alert box, or your registration details do not show when you click on the ‘Manage my registration’ button, you may have created a duplicate account instead of moving your existing Ahpra account to your portal.

To resolve the issue, please call our customer service team.

You need to click the submit button on the ‘Payment successful’ screen to submit your application.

If you didn’t press the submit button after you confirmed that the payment was successful, your application may not have been submitted.

If you have logged out before pressing the submit button on the payment successful screen, your application will be still in draft.

You will not be able to get back to this screen.

Video: Renewing you registration - For nurses and midwives

Please contact us online. We will work with our technical teams to resolve the issue for you.

The question looks a bit different this year. The advice from the Nursing and Midwifery Board remains the same. You can find it here on the Board website. Please follow this advice.

You can let us know this in two ways.

You can set up your portal. Click on Manage my renewal and then click 'Not renew' on the front of the renewal form.

OR

You can do nothing. If you haven't renewed your registration by the end of the late period your registration will lapse. Your name will be removed from the Register of practitioners.

We'll continue to send you reminders until the end of the late period, and let you know when your registration has lapsed.

The late period ends on 30 June.