Quick answer
Make sure you're on the correct Australian LEAP sign-in URL, then clear your browser cache and try again. Forgotten password? Use the reset link on the login page. Got a new phone? Your authenticator doesn't move automatically — use Replace Authenticator if you can still log in, or have your LEAP Administrator pause MFA / remove your authenticators so you can re-enrol. Locked out with no admin? Contact LEAP Support.
WHY IT HAPPENS
It's usually the second step, not the password.
LEAP protects your matters with multi-factor authentication (MFA) — a code from an authenticator app on top of your password. That's good security, but it means a new phone, a wiped device or an uninstalled app can lock you out even when your password is perfect, because the authenticator that generates the codes is gone. The rest of the time it's simpler: a stale browser cache, the wrong region or sign-in URL, Caps Lock, or an account that's temporarily locked after too many attempts.
THE FIX
Get back into LEAP.
- Confirm the right region and URLLEAP runs separate systems per country. Make sure you're signing in through the correct Australian LEAP web address (bookmark it to avoid landing on a UK, US or Canadian portal), as the wrong region will reject valid credentials.
- Clear the browser cache and retryOld cached sign-in data is a frequent cause of "login failed" loops. Clear your browser's cache and cookies (Chrome/Edge: Settings → Privacy → Clear browsing data), or try a private/incognito window, then sign in again. Also double-check Caps Lock is off.
- Reset your passwordIf the password genuinely isn't working, click the Forgot password / reset link on the LEAP login page and follow the email instructions. Choose a strong, unique password you're not reusing elsewhere.
- Moving to a new phone? Use Replace AuthenticatorIf you can still log in on another device, open LEAP's multi-factor authentication settings and choose Replace Authenticator. This removes the old device and lets you pair the authenticator app on your new phone by scanning the QR code.
- Locked out of MFA? Ask your LEAP AdministratorIf you can't get in at all, your firm's LEAP Administrator can help from their own device: they can temporarily pause MFA for you (it turns back on automatically after 24 hours) or remove your authenticators so you're prompted to set them up fresh next time you log in.
- Wait out an account lockSeveral wrong attempts can temporarily lock an account as a safety measure. If you suspect that's happened, give it a short while before trying again rather than hammering the login, which only extends the lock.
- Contact LEAP Support as a last resortIf you're a sole practitioner or single-user firm with no second administrator, or the steps above don't clear it, contact LEAP Support directly — they can verify your identity and reset MFA at their end.
Before you wipe or hand back an old phone: move or re-pair your authenticator first. If you factory-reset a phone that holds your LEAP (and Microsoft 365) codes without setting up the new one, you can lock yourself out of everything at once — and for a single-user firm that means waiting on LEAP Support to recover access. Sort the authenticator before the old handset goes.
