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2-Step Verification

  • Updated

Overview

2-step verification, sometimes called 2-factor authentication or 2FA, adds an extra layer of security to your account. If you set up 2-step verification, you’ll enter your password, choose how often you will be asked to verify your account, and a 6-digit unique verification code sent to your phone as a text message. When “Always On” is selected it means if someone gets access to your password, they can’t sign in to your account without also having access to your phone.  Likewise, when “Only when accessing Sensitive information” is selected, your sign in experience will only require you to enter the 6-digit verification code when you are in sensitive where financial data is entered.  


If you use Facebook, Apple, or Google to sign in, we won’t ask you to enter a verification code if you are in non-sensitive areas because you are trusting their services to keep your account information safe. When accessing sensitive areas of the site, you will always be required to complete the additional step of entering a 6-digit code to ensure your data remains secure.

Setting up and using 2-Step Verification

When we need to make sure it’s you signing in, we’ll send a 6-digit code to your phone via text message. Then, you just enter the code on the screen where you’re signing in to help prove it’s you. Your carrier's standard messaging rates apply. 

To set up 2-step verification:

  1. Sign in to Zillow.
  2. Click the profile icon in the upper corner of your screen.
  3. Click on Account settings from the list of menu options.
  4. Click on the Profile tile.
  5. Scroll down to the 2-step verification section and click Enable.
  6. Choose to receive a code only while accessing sensitive areas or every time you sign in.

  7. Enter your phone number where you would like to receive a 6-digit code.

  8. After a few seconds, you’ll receive your 6-digit verification code.
  9. Enter the code that was sent to your phone select Next
    1. If you need to receive a voice call choose “Get a Call”
    2. If you did not receive a code select “Try Again”
    3. If you continue to encounter an issue, select “Contact Us” to send a support request email to our Care Team.
  10. Successfully completing the steps above means you will have enrolled your number for use in 2FA security.

Note: You may be prompted to create a password and confirm your email address if you haven't done so already. This is to ensure that you are the owner of the account.

 

Signing in with 2-Step Verification   

Once you’ve enabled 2-step verification, you’ll need to enter a unique verification code in addition to your email and password at sign in.

  1. On the sign in page, enter your email and password or Email OTP if selected.
  2. You will then be required to complete a second verification step. Enter the 6-digit code which you'll receive from Zillow on your phone.
  3. Click Done.

Only When Accessing Sensitive Information 


Once you’ve enabled 2-step verification only for secure areas, you’ll need to enter a unique verification code in addition to your email and password when you sign into high security areas like Zillow Home Loans Digital Pre Approval   if you opted to “Always” Receive a code. 

  1. On the sign in page, enter your email and either a password or Email OTP if selected.
  2. You will then be required to complete a second verification step. Enter the 6-digit code which you'll receive from Zillow on your phone.
  3. Click Done.

Disable 2-Step Verification

  1. Sign in to Zillow.
  2. Click the profile icon in the upper corner of your screen.
  3. Click on Account settings from the list of menu options.
  4. Click on the Profile tile.
  5. Scroll down to the 2-step verification section and click Edit
  6. Select Deactivate 2-Step Verification from the 3 options and click Next.
  7. After a few seconds, you’ll receive a 6-digit verification code.
  8. Enter the code that was sent to your phone number click Done.

Edit 2-Step Verification

  1. Sign in to Zillow.
  2. Click the profile icon in the upper corner of your screen.
  3. Click on Account settings from the list of menu options.
  4. Click on the Profile tile.
  5. Scroll down to the 2-step verification section and click Edit.

  6. Select Edit Phone Number from the 3 options and click Next.

  7. After a few seconds, you’ll receive a 6-digit verification code to the phone number currently enrolled in 2-Step Verification.
  8. Enter the code that was sent to your phone number on the “Enter the Code” step and click Next.

  1. Enter the new phone number you wish to replace the old number used for 2FA and click Next.

  1.  After a few seconds, you’ll receive a 6-digit verification code to the new phone number being enrolled in 2-Step Verification.

  2. Enter the code that was sent to your phone number on the “Confirm your new phone number” step and click Confirm.

2-Step Verification Support

Locked out? 

If you got a new phone and no longer logged in to your account please contact us here. 

 

I didn't receive a verification code via text message

If you are not getting a text message with your verification code, this could be for a few reasons.  Try these troubleshooting steps below. 

  • Make sure your service plan and mobile device supports text message delivery. 
  • Restart the mobile device: Restarting your device ends any background processes or services that are currently running and could cause problems, along with refreshing your device's core components, restarting them in case they crashed at any point.
  • Make sure you have a device signal: Make sure your phone calls and text messages are getting through to your mobile device. You may need to send/receive test calls and texts to ensure your phone services is working properly. Make sure your mobile device is turned on. If your device is turned on, and you're still not getting the call or text, it's most likely a problem with your network and you'll need to talk to your provider.
  • Turn off Do Not Disturb: Make sure you haven't turned on the Do Not Disturb feature for your mobile device. When this feature is turned on, notifications aren't allowed to alert you on your mobile device. Refer to your mobile device's manual for instructions about how to turn off this feature.

Note: If you received multiple verification codes, only the newest one will work. 

If you followed the steps above and still have trouble signing in, contact us here. 

 

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