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Below you will find a range of training, instructional and support information for using the RIW System. You can browse the various categories, or type keywords into the search box. If you are new to RIW, please view the Getting Started category.
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I haven't received my two-factor authentication security code
Two-factor authentication (2FA) is a method used by the RIW System and myRIW to improve the security of your account. It requires you to produce a combination of your username and password, and one of the following authentication methods:
- Email security code
- SMS security code
- Authenticator App code (only available to RIW System users)
You can find out more about two-factor authentication at:
If you have not received your verification code on one of the methods above, follows these tips to determine the issue and the solution.
Email authentication
| Issue | Solution |
|---|---|
| Incorrect email on your profile | Rail Industry Worker - ask your Employer (the company who manages your RIW profile) to update your contact details. RIW System users - ask a colleague who also has RIW credentials to update your contact details through the manage my colleagues function. If you don't have any colleagues who have access, get in touch with the RIW Service Desk. |
| Correct email but did not receive the security code. | Check your spam, junk or quarantine folder and release the blocked email. If you still can't locate it, try another authentication method. |
| Invalid code | Your security code was entered incorrectly. Try entering in the code again, completing the I'm not a robot challenge. Or you can try sending another code by clicking Back or using another authentication method. |
SMS authentication
| Issue | Solution |
|---|---|
| Incorrect mobile number on your profile | Rail Industry Worker - ask your Employer (the company who manages your RIW profile) to update your contact details. RIW System users - ask a colleague who also has RIW credentials to update your contact details through the manage my colleagues function. If you don't have any colleagues who have access, get in touch with the RIW Service Desk. |
| Invalid code | Your security code was entered incorrectly. Try entering in the code again, completing the I'm not a robot challenge. Or you can try sending another code by clicking Back or using another authentication method. |
Authenticator App (for RIW System users only)
| Issue | Solution |
|---|---|
| Code not received | You may need to reinstall your Authenticator App. However, you will need to use another authentication method to access the RIW System before you set up the Authenticator App again. |
| Invalid code | Your security code had expired or was entered incorrectly. If expired, wait for the Authenticator App to generate a new security code (usually every 30 seconds) and try again. If you entered it in incorrectly and it the security code is still active, try again. Or try using another authentication method by clicking Back. |
Article link:
https://support.riw.net.au/support/solutions/articles/51000308095
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