In September 2026, we upgraded how you sign in to Follow Up Boss. More details on the change are available here. 

Follow Up Boss, dotloop, and Zillow Pro use the same sign-in and multi-factor authentication (MFA) system. If you already have a dotloop or Zillow Pro account, this may affect which password and MFA method you use to sign in to Follow Up Boss.

Use the guidance below to resolve common sign-in issues or determine when to contact Support.

Email and password issues

Why am I receiving an “Invalid credentials” message?

Confirm that:

• You entered the email address associated with a valid Follow Up Boss, dotloop, or Zillow Pro account.
• You have access to that email account.
• The email address does not contain any spelling errors or extra spaces.
• You are using the correct password for that account.

Which password should I use?

If you use dotloop or Zillow Pro with the same email address, use the password associated with that account—not your previous Follow Up Boss password.

If you only use Follow Up Boss, your existing Follow Up Boss password will continue to work.

What if my password manager doesn’t fill in my password?

Your password manager may not recognize the new login page. Enter your password once and save it when prompted.

I reset my password but didn’t receive the password-reset email. What should I do?

Check your spam or junk folder. You should also confirm that you entered the correct email address and that you can access its inbox.

If you still cannot find the email, submit a Support ticket for assistance.

Multi-factor authentication issues

How can I tell which MFA method my account uses?

The sign-in screen will indicate which method is connected to your account:

• If the screen displays the last four digits of a phone number, the verification code will be sent to that phone by SMS.
• If the screen asks for a one-time code from an authenticator app, open the authenticator app connected to your account. The code will appear under Zillow Pro.

What if I don’t recognize the phone number or no longer have access to it?

Submit a Support ticket to request an MFA reset. For security purposes, the owner or an administrator of your Follow Up Boss team account will need to approve the request before Support can reset your MFA.

What if I have an international phone number?

SMS authentication supports U.S. phone numbers only. If you have an international phone number, use an authenticator app as your MFA method.

What if my verification codes are being sent to my Follow Up Boss number?

If you used your Follow Up Boss number to set up MFA for any of the Zillow Products, you will not be able to retrieve verification codes from that number while you are signed out of your account.

Contact Follow Up Boss Support to request an MFA reset. For security purposes, the owner or an administrator of your Follow Up Boss team account will need to approve the request.

After your MFA has been reset, use an authenticator app instead of your Follow Up Boss number to prevent this login loop in the future.

What if my account uses an authenticator app?

Download or open the authenticator app connected to your account. Look for the entry named Zillow Pro, then enter the one-time code displayed in the app.

Can I reset MFA through dotloop or Zillow Pro?

If you can still sign in to your dotloop or Zillow Pro account, you can reset your MFA there. Follow Up Boss, dotloop, and Zillow Pro use the same MFA system, so the updated method will also apply when you sign in to Follow Up Boss.
 

Can I share logins?

Follow Up Boss accounts are designed for individual use. Each person who needs access should use their own login and multi-factor authentication (MFA) method.

Sharing a login can prevent users from receiving the verification code required to sign in and may create security risks. Please do not share passwords or MFA codes.

Add each teammate who needs standard Follow Up Boss access as a separate user. Each user should have:

• Their own Follow Up Boss login.
• Their own password.
• Their own MFA verification method.

Approved Trusted Partners can use delegated access instead of sharing an account. A Follow Up Boss Owner or Admin can provide this access to an eligible Trusted Partner.

Accounts that use different email addresses

My Follow Up Boss account and my dotloop or Zillow Pro account use different email addresses. Do I need to change them?

No. You can continue using the accounts separately, and their email addresses do not need to match.

However, accounts that use different email addresses cannot be signed in within the same browser session. You will need to sign out of one account before signing in to the other.

Can I match the email addresses for my accounts?

Not at this time. We are working on a solution that will allow you to match your account emails. We’ll share more information, including instructions, when that capability becomes available.

Still need help?

If these steps do not resolve your issue, submit a Support ticket or email support@followupboss.com. Please include:

• The email address you are using to sign in.
• The error message or screen you are seeing
• Whether you have an existing dotloop or Zillow Pro account.
• Whether you can access the email address or phone number connected to your account

Do not include your password or an active MFA verification code in your Support request.