What is MFA and how does it work?
Multi-factor authentication (MFA) is a security system that requires more than one method of authentication to verify a user's identity. MFA requires users to provide two or more verification methods to gain access to a system.
Why is MFA being implemented in Realworks?
MFA is being implemented to enhance security and protect user data from unauthorised access. It significantly reduces the risk of cyber attacks and ensures relevant persons are keeping compliant with the new data protection requirements under the Residential Tenancies and Rooming Accommodation Act 2008 (Qld) which commenced on 1 May 2025.
What should users with shared email accounts do?
Users with shared email accounts should transition to individual email accounts prior to 27 May. Only a Principal User can create and edit users in Realworks. Users should ask their Principal User to set up access relevant for their use of the platform. Each user will need their own unique authentication method to comply with MFA requirements.
How will MFA affect my login process?
After entering your password, you will be prompted to provide a second form of verification, such as a code sent to an authentication app.
How do I set up MFA?
Follow the instructions in the Realworks Help Guide for setting up MFA.
How do I get the Microsoft Authenticator application?
See the Microsoft support page here.
How do I add an account to Microsoft Authenticator?
See the Microsoft support page here.
How to get Microsoft Authenticator on new phone without old phone?
See the Microsoft support page here.
Where can I get support when using the Microsoft Authenticator app?
You can visit the Community Support Page here.
You can also contact Microsoft Support here.
What will happen if I don’t set up an individual user log in?
Your access to Realworks may be restricted if you do not have an individual log in and unique MFA set up. Please note, it is an existing system requirement for all users to have an individual log in, in accordance with the Realworks Terms of Use.
Will this affect my DocuSign subscription?
If you have purchased a DocuSign subscription associated with a shared Realworks user and subsequently need to create a new user in Realworks, the DocuSign subscription will remain with the original user. The terms of purchase of the limited DocuSign subscription purchased via Realworks state that the subscription is non-transferable and non-refundable.
If you require DocuSign for both users, we recommend purchasing a separate DocuSign subscription for the new Realworks user to ensure all parties can send and execute documents electronically.
Do I need to be a Principal User to create a new log in?
Only Principal Users can set up separate user accounts within the system. Otherwise, the Principal User can make a request with the Realworks support team to assist with this if needed. Users cannot make changes on the customer’s subscription, nor can they instruct the Realworks support team to make any necessary changes.
If a Principal User is not contactable, then your use of Realworks may be limited until the Principal User can be contacted. REIQ recommends more than 1 person is given Principal User access to ensure critical account management can occur if one of the Principal Users are away. Principal Users can edit the users on their subscription. See our help guide for editing users.
Will I be automatically locked out on 27 May if I use a shared log in?
No. Users will be given three opportunities to set up MFA when they sign in. This may give you some extra time to set up MFA.