Enable or reset Two Factor Authentication for a customer login

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Note: Two Factor Authentication can be referred to as 2FA, Multi-Factor Authentication, or MFA.

Two Factor Authentication is a 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 username and password. The code can also be generated using an authenticator app. Alarm.com offers this for both Alarm.com customer website logins and Partner Portal logins.

How Two Factor Authentication works

When Two Factor Authentication is activated:

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

Text message:

Email:
Upon successful login to the Alarm.com customer website, 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 in to that account.
  
  Note: On the Alarm.com app, the mobile device is automatically trusted upon initial log in with Two Factor Authentication.
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.

Enable Two Factor Authentication

Note: Once Two Factor Authentication is enabled, all active sessions on the Alarm.com customer website and Alarm.com app will end. Two Factor Authentication will be required to log back in.

Two Factor authentication can be enabled using the Alarm.com customer website or Alarm.com 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. Additionally, if the user needs to reset their Two Factor Authentication configuration, the reset link is sent to the email address associated with the specific login. For more information, see Create a new login.

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

Note: If a customer has changed their phone number or email address, see If the customer changes their cell carrier, phone number, or email address.

Log in to the Alarm.com customer website.
Click Settings.
Click Login Information.
Click Two Factor Authentication.
Click to select Text Message, Email, or Authentication app.

Note: It is recommended to set up Two Factor Authentication using multiple methods. If multiple methods cannot be enabled, contact your Sales Representative.
To enable Two Factor Authentication for text message:
1. Click Text Message.
2. Click Next.
3. In Mobile Number, enter the mobile number to receive the Two Factor Authentication confirmation code.
4. Using the Country dropdown menu, select either USA or Canada.
5. Using the Provider dropdown menu, select the cellular carrier of the mobile phone number.
  
  Note: The Provider dropdown menu displays the full list of Two Factor Authentication compatible cellular carriers.
  - If the carrier is not listed, select Other.
6. Click Send Code to send a verification code to the mobile number entered.
7. In Verification Code, enter the code that is provided in a text message to the mobile number.
8. Click Verify.
To enable Two Factor Authentication for email:
1. Click Email.
2. In Send Verification Code, verify the correct email is displayed.
3. Click Send.
4. In Verification Code, enter the code that is provided in the received email.
5. Click Verify.
To enable 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. Click Authentication App.
2. 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 customer website or Alarm.com app into the authenticator app.
3. In the Enter Code field, enter the code that is generated on the authenticator app to verify the device.
4. Click Next.
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.
Click Next.
In Linked Devices, click Trust next to any additional devices that can be trusted.
Click Done.

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

Note: If a customer has changed their phone number or email address, see If the customer changes their cell carrier, phone number, or email address.

Log in to the Alarm.com app.
Tap .
Tap Login Information.
Tap Two Factor Authentication.
Tap to select Text Message, Email, or Authentication app.

Note: It is recommended to set up Two Factor Authentication using multiple methods. If multiple methods cannot be enabled, contact your Sales Representative.
To enable Two Factor Authentication for text message:
1. Tap Text Message.
2. Tap Next.
3. In Mobile Number, enter the mobile number to receive the Two Factor Authentication confirmation code.
4. Using the Country dropdown menu, select either USA or Canada.
5. Using the Provider dropdown menu, select the cellular carrier of the mobile phone number that will receive the Two Factor Authentication confirmation code.
  
  Note: The Provider dropdown menu displays the full list of Two Factor Authentication compatible cellular carriers.
  - If the carrier is not listed, select Other.
    
    Note: It is not recommended to use carriers that are not listed as they are not available to be selected as notification recipients.
6. Tap Send Code to send a verification code to the mobile number entered.
7. In Verification Code, enter the code that is provided in a text message to the mobile number entered.
8. Tap Verify.
To enable Two Factor Authentication for email:
1. Tap Email.
2. In Send Verification Code, verify the correct email is displayed.
3. Tap Send.
4. In Verification Code, enter the code that is provided in the received email.
5. Tap Verify.
To enable 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. Tap Authentication App.
2. 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 customer website or Alarm.com app into the authenticator app.
3. In the Enter Code field, enter the code that is generated on the authenticator app to verify the device.
4. Click Next.
In Device Name, enter the desired name for the current device that will be trusted.
Tap Next.
In Linked Devices, tap Trust next to any additional devices that can be trusted.
Tap Done.

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 customers while logged in, or it can be disabled and reenabed for the customer account. If they are unable to login, 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:
  1. 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:
  1. In Option 2: Contact your Service Provider, use the contact information listed to contact your service provider.

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.

To reset Two Factor Authentication using the Alarm.com customer website:

Log in to the Alarm.com customer website.
Click Settings.
Click Login Information.
Click Two Factor Authentication.
Click Disable.
Click Confirm.
Click Two Factor Authentication to begin the enrollment process using updated SMS text message or email information.

To reset Two Factor Authentication using the Alarm.com app:

Log in to the Alarm.com app.
Tap .
Tap Login Information.
Tap Two Factor Authentication.
Tap Disable.
Tap Confirm.
Click Two Factor Authentication to begin the enrollment process using updated SMS text message or email information.

Manage trusted devices

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

Log in to the Alarm.com customer website.
Click Settings.
Click Login Information.
Click Two Factor Authentication.
Click next to the device name.
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.

To manage trusted devices using the Alarm.com app:

Log in to the Alarm.com app.
Tap .
Tap Login Information.
Tap Two Factor Authentication.
Tap next to the device name.
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.

If the customer changes their cell carrier or no longer has access to their phone number or authenticator app:

If the customer changes their cell carrier or no longer has access to their phone number or authenticator app, Two-Factor Authentication can be reset using email. For more information, see To reset Two-Factor Authentication while logged out.

Additional resources

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