How multi-factor authentication works in Follow Up Boss

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Lauren Church
  • Updated

Overview

Follow Up Boss uses adaptive multi-factor authentication (MFA) to help protect your account while keeping sign-in as simple as possible.

After you set up MFA, you usually won’t need to verify your identity every time you sign in. Most of the time, you can sign in with your password as usual. Follow Up Boss will ask for an MFA code only when it detects a sign-in that may need additional verification—for example, if you’re using a new browser or device, your remembered browser has expired, or your sign-in activity appears unusual.

If additional verification is required, you’ll need to complete the MFA prompt before you can sign in.

When you may be asked to complete MFA

You may be prompted for MFA when:

  • You sign in for the first time after your account is updated to the new sign-in experience.
  • You use a new browser or device.
  • You clear your browser cookies or cache.
  • You use a private or Incognito browser window.
  • More than 30 days have passed since you completed MFA and remembered your browser.
  • Your location appears to change significantly between sign-ins, which can happen when using a virtual private network (VPN).
  • Your network or IP address is identified as potentially suspicious.

If additional verification is required, you must complete the MFA prompt before you can sign in.

Choose an MFA method

When prompted to set up MFA, you can use:

  • Authenticator app: Enter the six-digit code generated by your authenticator app.
  • Phone number: Receive a one-time verification code by SMS or voice call.

If you previously set up MFA through another Zillow professional product, such as Zillow Pro or dotloop, you may be asked to use the MFA method already associated with your account.

Remember your device for 30 days

After completing MFA on the web, you may have the option to select Remember this device for 30 days.

When you select this option, Follow Up Boss can recognize that device for the next 30 days. You can usually sign in with only your password during that time unless additional verification is needed.

You may be asked for MFA again if you:

  • Switch browsers or devices.
  • Clear your browser cookies or cache.
  • Use Incognito or Private browsing.
  • Reach the end of the 30-day period.
  • Sign in from a location, network, or IP address that requires additional verification.

Note: Remembering one browser does not remember other browsers or devices.

Troubleshoot MFA prompts

If you're being asked for MFA more often than expected:

  • Make sure you're using the same browser and device you previously remembered.
  • Avoid using Incognito or Private browsing because remembered browser information does not persist after the window closes.
  • Check whether your browser is configured to clear cookies when you close it.
  • Consider whether a VPN, proxy, or corporate network may be changing the location associated with your sign-in.
  • If 30 days have passed, complete MFA again and select Remember this device for 30 days when available.

If you use a shared computer, each Follow Up Boss user may need to complete MFA separately. Remembered browser information does not transfer between users.

What if I can't complete MFA?

If you don't recognize the MFA method you're being asked to use, you may have previously set it up through Zillow Pro or dotloop.

If you still have access to the associated phone number or authenticator app, use that method to complete your Follow Up Boss sign-in.

If you no longer have access to your MFA method or don't recognize it, contact support@followupboss.com for help resetting MFA.