Customer is not receiving verification codes after changing phone numbers or email
If a customer is not receiving a verification code after changing phone numbers or email, the verification code is still being sent to their old contact information.
Changing the phone number or email address associated with a login profile does not change the phone number or email address used for Two-Factor Authentication. If the customer has access to their account, they can disable and re-enable Two-Factor Authentication.
If the customer is unable to log in to their account and has either SMS or an app authenticator as their verification medium, they can reset their own Two-Factor Authentication.
For more information about how to enable and reset Two Factor Authentication, see Enable or reset Two Factor Authentication for a customer login.
Reset Two Factor Authentication
If the customer cannot log in to their account, they can reset Two Factor Authentication using their email address while logged out.
Additionally, Two-Factor Authentication can be reset by disabling and reenabling it for the customer account. If they are unable to log in, they can reset their configured Two-Factor Authentication if they configured it using SMS or the Authenticator app.
To reset Two Factor Authentication while logged out:
- Log in to the Alarm.com customer website or Alarm.com app.
- In Enter Verification Code, click or tap next to Don't have access to your device?.
- Select to reset Two-Factor Authentication or to contact your service provider:
- If you have access to your email address associated with the login:
- In Option 1: Reset Two-Factor Authentication, click or tap Reset 2FA to send a reset link to the email address associated with the login.
- If you do not have access to your email address associated with the login:
- In Option 2: Contact your Service Provider, use the contact information listed to contact your service provider.
- If you have access to your email address associated with the login:
Note: The ability for customers to reset their own Two-Factor Authentication configuration is available only to users who use SMS or an authenticator application.