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Knowledge Base

What is Two Factor Authentication?

Two Factor Authentication is an optional security measure for an account that requires the entry of an additional code, received as an SMS text message or email, after logging into an account with a login name and password. The code can also be generated using an authenticator app.

Note: It is recommended to create separate logins for additional users as Two Factor Authentication associates a username with a specific phone number or email address. For more information, see Create a new login.

How Two Factor Authentication works:

When Two Factor Authentication is activated:

  1. Upon login to the Alarm.com app or Alarm.com customer website, a text message or email containing a randomly generated code is sent to a specified recipient. A code can also be generated using an authentication app. From there, the code is necessary to log in. The following are example codes that can be sent.

    Text message:

    Verification_code.jpg

    Email:

    Two Factor Authentication New Device.PNG
     
  2. Upon successful login, the user is prompted with a message asking if the device is a trusted device.
    • If Trust Device is selected, then the Two Factor Authentication process is not started upon login for that specific device.
       
      Note: Clearing cache using a browser on a trusted device may require the device to be trusted again.
       
    • If Skip is selected, the device remains an un-trusted device and requires a code to be submitted every time someone uses the device to log into that account.
       
      Note: On the Alarm.com app, the mobile device is automatically trusted upon the initial login with Two Factor Authentication. 

      Trust this Device.PNG
       
  3. Lastly, the user will be presented with a list of any recognized devices that have been used to access their account recently and they will have the option to trust selected devices. The Two Factor Authentication process will not be required upon login for trusted devices.

To enable/disable Two Factor Authentication for a login using the Alarm.com app:  

Note: If you have changed your phone number or email address, see If you change your cell carrier, phone number, or email address.

  1. Log into the Alarm.com app.
  2. Tap Menu.
  3. Tap Login Information
  4. Tap Two Factor Authentication.
  5. If disabling Two Factor Authentication, tap Disable and then tap Confirm
  6. If enabling Two Factor Authentication, select Text MessageEmail, or Authentication app.
     
    Note: Two Factor Authentication can be enabled for any of these options, but not more than one at the same time.
     
    • If enabling Two Factor Authentication for text message:
      1. Tap Next.

        Mobile Two Factor Authentication Enable.PNG
         
      2. In Mobile Number, enter the mobile number to receive the Two Factor Authentication confirmation code. 
      3. Using the Country dropdown menu, select either USA or Canada
      4. Using the Provider dropdown menu, select the cellular carrier of the mobile phone number that will receive the Two Factor Authentication confirmation code.

        Mobile Two Factor Authentication Phone Number.PNG
         
        Note: This displays the full list of Two Factor Authentication compatible cellular carriers. 
         
      5. Tap Send to send the verification code to the mobile number entered. 
      6. In Verification Code, enter the code that is provided in a text message to the mobile number entered. 

        Mobile Two Factor Authentication Verification Code.PNG
         
      7. Tap Verify
    • If enabling Two Factor Authentication for email:
      1. In Send Verification Code, verify the correct email is displayed. For more information about how to update the email address, see Change an email address
      2. Tap Send

        Mobile Two Factor Authentication Email.PNG
         
      3. In Verification Code, enter the code that is provided in the received email.

        Mobile Two Factor Authentication Email Code.PNG
         
      4. Tap Verify
    • If enabling Two Factor Authentication using an authentication app:
       
      Important: An authenticator app is required to complete this process and the steps may vary based on the authenticator app in use.
       
      1. Generate an authentication code:
         
        Note: The Duo authenticator app may experience unexpected behavior and it is therefore recommended to use an alternative authenticator app.
         
        • Use an authenticator app to scan the QR code or manually enter the code provided on the Alarm.com app or Alarm.com customer website into the authenticator app.
      2. In the Enter Code field, enter the code that is generated on the authenticator app to verify the device.
      3. Click Next.
  7. In Device Name, enter the desired name for the device that will be trusted. 

    Mobile Two Factor Authentication Trust this Device.PNG
     
  8. Tap Next
  9. In Linked Devices, tap Trust next to any additional devices that can be trusted.
  10. Tap Done.

To enable/disable Two Factor Authentication for a login using the Alarm.com customer website:  

Note: If you have changed your phone number or email address, see If you change your cell carrier, phone number, or email address.

  1. Log into the Alarm.com customer website. 
  2. Click Settings
  3. Click Login Information.
  4. Click Two Factor Authentication
  5. If disabling Two Factor Authentication, click Disable
  6. If enabling Two Factor Authentication, select Text MessageEmail, or Authentication app.
     
    Note: Two Factor Authentication can be enabled for any of these options, but not more than one at the same time.
     
    • If enabling Two Factor Authentication for text message:
      1. Click Next

        Two Factor Authentication Customer Website.PNG
         
      2. In Mobile Number, enter the mobile number to receive the Two Factor Authentication confirmation code. 
      3. Using the Country dropdown menu, select either USA or Canada
      4. Using the Provider dropdown menu, select the cellular carrier of the mobile phone number. 

        Two Factor Authentication Phone Number.PNG
         
        Note: This displays the full list of Two Factor Authentication compatible cellular carriers. 
         
      5. Click Send to send a verification code to the mobile number. 
      6. In Verification Code, enter the code that is provided in a text message to the mobile number. 

        Two Factor Authentication Verification Code.PNG
         
      7. Click Verify.  
    • If enabling Two Factor Authentication for email:
      1. In Send Verification Code, verify the correct email is displayed. For more information about how to update the email address, see Change an email address
      2. Click Send

        Two Factor Authentication Email Code.PNG
         
      3. In Verification Code, enter the code that is provided in the received email.

         Two Factor Authentication Email Code Sent.PNG
         
      4. Click Verify
    • If enabling Two Factor Authentication using an authentication app:
       
      Important: A mobile device with an authenticator app is required to complete this process and the steps may vary based on the authenticator app in use.
       
      1. Generate an authentication code:
         
        Note: The Duo authenticator app may experience unexpected behavior and it is therefore recommended to use an alternative authenticator app.
         
        • Use a mobile device with an authenticator app to scan the QR code or manually enter the code provided on the Alarm.com app or Alarm.com customer website into the authenticator app.
      2. In the Enter Code field, enter the code that is generated on the authenticator app to verify the device.
      3. Click Next.
  7. In Device Name, enter the desired name for the device that is accessing the account.
    • If the device is trusted, click to select Trust This Device

      Two Factor Authentication Trust Device.PNG
       
  8. Click Next.
  9. In Linked Devices, click Trust next to any additional devices that can be trusted.
  10. Click Done.

To manage trusted devices using the Alarm.com app:

  1. Log into the Alarm.com app.
  2. Tap Menu.
  3. Tap Login Information
  4. Tap Two Factor Authentication.
  5. Tap Details next to the device name.
  6. Make the desired changes:
    • To rename the device, enter the desired device name, then tap Save.
    • To delete the device, click Delete Trusted Device, then tap Confirm.

To manage trusted devices using the Alarm.com customer website:

  1. Log into the Alarm.com customer website. 
  2. Click Settings
  3. Click Login Information.
  4. Click Two Factor Authentication
  5. Click Details next to the device name.
  6. Make the desired changes:
    • To rename the device, enter the desired device name, then click Save.
    • To delete the device, click Delete Trusted Device, then click Confirm.

If you change your cell carrier or no longer have access to the phone number or email address:

If you change your cell carrier or no longer have access to the phone number or email address that was set up with your Two-Factor Authentication, the feature must be disabled and then re-enabled with your new cell carrier, phone number, or email address. If you are unable to log in, it must be disabled by your service provider.

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