Alarm.com Two-Factor Authentication: Overview and FAQs

Overview

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. 

Note: It is recommended for customers who have multiple users to have separate logins for each user as Two Factor Authentication associates a username with a specific phone number or email address.

How Two Factor Authentication works

When Two Factor Authentication is activated:

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

    Text message:
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    Email:
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  3. Upon successful login, you will be 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.
    • If Skip is selected, the device remains a not trusted device and requires a code to be submitted every time someone uses the device to log into that account.

      Note: On the mobile app, the mobile device is automatically trusted upon successful initial login with Two Factor Authentication. 

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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.

 

How can Two Factor Authentication be enabled?
Two Factor Authentication can be enabled using your Customer Website or app.

Click here to enable Two-Factor authentication for your account!

 

Can Two Factor Authentication be disabled?
Two Factor Authentication can be disabled for specific customer accounts. Please text us at 469-513-8685 for more information. 

 

Do I have to enter a code for every login?
No. On the Customer app, the mobile device is automatically trusted upon initial login with Two Factor Authentication. However, upon successful login through your Customer Website, you will be 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.

 

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 have Two Factor Authentication associated with separate phone numbers or email addresses.

If two members of a household (husband and wife, for example) share a log-in, the Two-Factor Authentication will be required for each device.

Example: If John and Susan share a login, and John’s mobile number is the one set in Two-Factor Authentication, when Susan sets her mobile device as a trusted device it will text/email the verification code to John.  

 

What if I change my cell carrier or no longer has access to the phone number or email address:
If the customer changes their cell carrier or no longer has access to the phone number or email address that was set up with their Two-Factor Authentication, the feature must be reset with their new cell carrier, phone number, or email address. If you're not able to complete this, please text us at 469-513-8685 for assistance. 

 

What if I don't receive a 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 you recently changed your phone number or email address, Two Factor Authentication will need to be disabled and reset. 

 

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.

 

Do I have to re-authorize my online account?
If you have Anti-virus software or settings in your internet browsers that delete their cookies or history on a regular basis, you will need to re-authenticate that device after the cache/cookies have been cleared. 

 

Does Alarm.com on Google Home, work with Two-Factor Authentication?
Yes. Alarm.com on Google Home does work with Two-Factor Authentication. Click here to learn how to enable the Alexa skill.  

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