Two Factor Authentication - Frequently Asked Questions

What is Two Factor Authentication?

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.

Is Two Factor Authentication required?

How can Two Factor Authentication be enabled?

Two Factor Authentication can be enabled using the Alarm.com customer website or Alarm.com app. For more information, see Enable or reset Two Factor Authentication for a customer login.

Can more than one Two Factor Authentication method (i.e., Text Message, Email, Authentication App) be enabled at a time?

Yes. Two Factor Authentication for text messages, emails, and for an authenticator app can be enabled. It is recommended to enable more than one method for a login. If multiple methods cannot be enabled, contact your Sales Representative.

Can Two Factor Authentication be disabled?

Do customers have to enter a code for every login?

No. On the Alarm.com app, the mobile device is automatically trusted upon initial login with Two Factor Authentication. However, upon successful login to the Alarm.com customer website, the user is prompted with a message asking if the device is a trusted device. Trusted devices will not require a code to be entered for future logins whereas devices that are not trusted will require a code to be submitted every time someone uses the device to log into that account. For more information, see How Two Factor Authentication works.

Can Two Factor Authentication be used with accounts with multiple users?

Two Factor Authentication associates a username with a specific phone number or email address. When a new device accesses the account with that username, a code is sent to the specified phone number or email address and is required to log in successfully. Therefore, it is recommended each user has their own login and has Two Factor Authentication associated with separate phone numbers or email addresses. For more information, see Create a login for the Customer Website.

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 the phone number or authentication app, they can reset Two-Factor Authentication using their email address.

If they do not have access to their email address on file, it must be reset using the Partner Portal. For more information, see Enable or reset Two Factor Authentication for a customer login.

What if a customer is not receiving their code?

A code may not be received for various reasons including incorrect phone or email information being entered, device or email settings, or conflicts with the network provider delivering the message.

If Two Factor Authentication worked previously and the customer has changed their phone number or email address, Two Factor Authentication will need to be reset by disabling and then reenabling it for the customer account. For more information, see Customer is not receiving verification codes after changing phone numbers or email.

What happens if the system is in alarm?

Trusted devices used with accounts that have Two Factor Authentication enabled will not require a code to access the account and disarm the system. However, new devices or devices that are not trusted will be required to complete the Two Factor Authentication enrollment process before accessing the account and disarming the system remotely.

Can I configure more than one Two-Factor Authentication Method?

Yes. Concurrent Two-Factor Authentication allows users to configure SMS, email, and authenticator apps as methods of verifying a sign-on when using a device that is not trusted.