Multi-Factor Authentication (MFA) FAQs

What is Multi-Factor Authentication (MFA)?
MFA is an enhanced security protocol that verifies your identity by sending a temporary code to your phone, email address or authenticator app. MFA provides a much higher level of security than using just an ID and password. 

Why is SmartMLS activating MFA?
Cybersecurity threats are increasing across all industries, including MLS systems. SmartMLS is committed to protecting member data, client information and listing content. 
Activating MFA:

• Helps prevent unauthorized access to MLS data.
• Reduces the risk of account compromise.
• Meets industry best practices and compliance standards.

When will MFA be required?
MFA will be required for all SmartMLS users beginning Wednesday, November 5th. You’ll be prompted to set up MFA the first time you log in on/after this date.

Is MFA required for all users?
Yes. MFA will be required for all SmartMLS subscribers (including SmartMLS Staff) to ensure the integrity and security of MLS data.

What do I need to do to set up MFA?
You’ll be prompted to setup your MFA prefereces when you log into www.smartmls.com, at which point you can request your one-time code via text message, email or through an authentication App (Google Authenticator, Microsoft Authenticator or FreeOTP).

How does MFA work?

1. Log in with your usual SmartMLS username and password.
2. Verify your identity by entering a one-time code generated by an authenticator app (such as Google Authenticator, Microsoft Authenticator, or FreeOTP) or sent via email or text.
3. Access granted! Once verified, you can continue using the MLS as usual.

How do I get the code for MFA?
You can receive your MFA code via email, text or authentication app.
Codes sent via email come from no-reply@connectmls.com. 
Codes sent via text come from (833) 697-2963.  

Note: If you are not receiving the email or text, make sure you have not blocked the email address or phone number. Blocking them will prevent the MFA code from being delivered.

What if my email or phone number on the MFA screen are wrong?
You should cancel out of the MFA screen and update your roster information yourself by following these instructions. If you have any trouble updating the information yourself, contact SmartMLS for assistance. 

How long is the email/text message code good for?
If you receive your code via email or text message, it is good for 5 minutes. After 5 minutes, the code expires and you must request a new code. There are links on the MFA screen that allow you to easily request another code (or choose a different way to receive the code).

Which authenticator apps can I use?
SmartMLS supports the major authenticator apps:

• Google Authenticator
• Microsoft Authenticator
• FreeOTP

You can download any of these for free from the App Store (iPhone) or Google Play Store (Android).

What do I need to do if I choose to use an Authenticator app?

1. Download the desired app from your phone's app store.
2. Open the app and scan the QR code on the MFA screen. 
   Click here for detailed instructions for using each of the supported apps.
3. The app will create a separate account for SmartMLS and generate a 6-digit code.
4. Enter that code on the MFA screen and complete your setup.

Going forward, you will use that same authenticator app to generate codes each time you're prompted.

How often will I be prompted to enter a verification code
When you setup MFA for the first time, you have the opportunity to select how often you'd like to be prompted for a verification code: every 24 hours or every 30 days (30 days is the default). You will only be asked for a new verification code when logging in from a new device or web browser, or after your chosen trust period expires.

Can I reuse an MFA code?
No. The MFA codes are temporary and only good for a single use. Once you have used an MFA code, it is no longer valid and cannot be used again in the future.

What if I get a new phone or lose access to my authenticator app?
If you replace or lose your phone:

1. Contact SmartMLS Support to verify your identity.
2. Our team will help reset your MFA and guide you through re-enrollment on your new device.

What if my verification code doesn’t work?
Be sure that you have entered the code correctly. If it still does not work for you contact support@smartmls.com for additional help.

Why do I get prompted to go through the MFA process every time I login, even though I chose 30 days (or 24 hours)?

• Make sure your browser is not configured to clear cache/cookies every time you close it. If it is, the cookie that lets your browser know that your ID is authenticated gets deleted, forcing you to redo the MFA process the next time you login. 
• If you're experiencing this while using the SmartMLS app on your mobile device, make sure you're not signing out of the app. Doing so will force you to go through the MFA process upon your next login. If you just close the app when you're done, the trust period you chose (24 hours or 30 days) will be honored and you will only be prompted to login when the trust period has passed.

What if I didn’t receive my one-time code?
Try the following:

• If you chose email as your preferred method, check your spam/junk email folders. 
• Codes sent via email come from no-reply@connectmls.com. 
• Some email programs (Outlook, Gmail) have folders in addition to the Spam/Junk folder where incoming emails get sorted. In Outlook, make sure to check the Focused and Other inboxes; In Gmail, check the Primary, Promotions and Social inboxes.
• Hit the Resend Code link to try sending the code again (using the same method).
• Hit Try Another Method to try sending the code using a different method that what you've been attempting.
• If you choose to receive your MFA code via text, make sure that the phone number from which the texts are sent, (833) 697-2963, is not marked as spam or being blocked in any fashion.

I'm getting a "Something went wrong" message when trying to use the SmartMLS app. What should I do?
This issue is likely a byproduct of a recent update to our Multi-Factor Authentication (MFA) system. To resolve it, go to your device's app store and check for an available update for the SmartMLS app. If no update is available or the issue persists after updating the app, delete and reinstall it. Once the app has been reinstalled, log in again using your SmartMLS credentials and complete MFA if prompted.

Who can I contact for help?
If you need assistance with setup or troubleshooting:

• Email: support@smartmls.com
• Phone: (203) 750-6000
• Hours: Monday- Thursday: 8:30am-7:00pm, Friday: 8:30am-6:00pm
• Weekends:  9:00am–3:00pm