Hello,
I’m trying to log on to Alarm.com from a browser, and was prompted to enter the security code sent via SMS to my phone. The code didn’t arrive, same after I tried the “resend” option. So, I can’t log on, though still have access via the phone app.
My number is still the same though I switched from Project Fi to Verizon (actually Boom Mobile, an MVNO). I’m pretty sure I changed the provider in Alarm.com.
Thanks for your help
Happy to assist! It would appear that the requested SMS were sent to the number on file. We are currently working with Alarm.com regarding this matter. When you changed providers, did you change phones by chance as well? Also, when was the last time the 2 factor authentication SMS was successful?
We will update here when we have more information.
Same phone. I’m not aware of SMS/MMS from other sources that haven’t worked. Thank you.
As a follow up, we have sent commands to re sync the account. At this time, could you request an SMS be sent again? was it successful?
Oops, forgot about the 2FA question: I don’t remember. It’s been a while since I’ve been prompted in my browser. I recently cleared cookies, etc, to troubleshoot a problem, presumably forcing me to re-auth via SMS.
Tried again, no change.
PS: I do get a “successful web login” notification/activity entry.
I haven’t received texts from Alarm.com since I switched providers, according to my SMS history.
Interesting, we are seeing the successful web login notification but you are still unable to login via the web?
We are currently looking into this with ADC. We will follow up here with next steps.
If you arent receiving the 2FA SMS message to your phone, the next step here would be to remove two factor authentication from your account so you can use your credentials to login without the extra step.
Please confirm here so we may proceed.
Yes, please remove 2FA. Thanks.
Commands have been sent to remove the 2FA. Please wait about five minutes then login to your Alarm.com account via the website.
Under the users tab you may wish to remove the contact number in question, save, then re add it before re-enabling 2FA again (should you choose to) Ensure that the carrier selected is the correct carrier before saving and enabling 2FA as well. This should clear up the issue regarding not receiving the SMS message.
Thanks. I removed the number from my user, re-added and confirmed that it was working. I re-enabled 2FA and all appears to be well.
Excellent, can confirm that the carrier was indeed changed successfully.
It appears the issue stems from the the carrier selection, it initially didn’t sync and was still set as Project-Fi internally, even though you had successfully changed it to Verizon on your end.
A variant of this problem has recurred, this time with my wife’s account. I tried to log on from her new phone and got the 2FA prompt and had the same problem with the SMS not arriving. So, I repeated the steps that I did for my account (remove number, re-add), but it didn’t work.
I gave up and turned off 2FA, which I’ve confirmed to be off for my account. But it still prompts for her, on both web and mobile. Help!
2FA is set up for each login under that specific login. It is not a global setting. While logged in, you can find this under Settings - Login Information.
Turning off 2FA for your login will not affect it for a separate user login.
If you change numbers or carriers, 2FA settings would need to be reset for that login.
We can disable 2FA for that login for you if you would like, that way you can login and set it back up if you prefer.
Again, keep in mind you must set up 2FA independently for both logins.
Please confirm if you would like 2FA disabled for the secondary login.
Please disable 2FA for the secondary login. Thanks.
That has been disabled at this time. Please allow a couple minutes, then you should be able to login normally.
Thanks – all set.
