Does the phone number I add for verification need to be a cell phone?
No. You can choose a number and receive the automated phone call on a land line instead of an SMS text message. Please note that the number provided should not be a switch board line with call routing options, as this will not work. 

What will the text message look like and where is the verification code?

The text message says Your HomeAway verification code is XXXXXX.

User-added image

In this example, the code is 292551.                              

If I enter the code wrong, will I get locked out of my account?
Yes. For your protection, if a code is entered incorrectly 5 times, your account will be locked. It can only be unlocked by contacting customer support and answering a few verification questions.

Can I verify using a code that was sent to me on a different device?
Every time you experience the two-factor authentication feature, you will need to enter a new, unique verification code that will be sent to the phone number you select.

How do I add additional phone numbers for two-factor authentication?
  1. Log in to your account.
  2. Click My account.
  3. Select Account settings from the drop-down menu. 
  4. Click the Security tab or scroll down to Account protection section.
  5. Click Edit next to Two-factor authentication.
  6. Click Add phone numbers.
  7. Select the country associated with your phone number from the drop-down menu.
  8. Enter the phone number in the phone number field.
  9. Select how you would like to receive the verification code:
    • Automated phone call
    • Text message (SMS)
  10. Click Send Code.
  11. Once you receive the code, enter it into the verification code field.
  12. Click Verify.
Please note, if you sent yourself a text message (SMS) test code, open the text message to get the verification code. The number that appears in your preview field is not your verification code.

The verification code is not coming through, how long does it take?
The verification code should only take a few seconds to get through to you, but please allow up to a minute. If you are still having trouble, you can contact customer service to provide you a verification code.

Why am I getting challenged multiple times on the same machine?
Two-factor authentication looks at a variety of different factors to determine when to challenge a log in. One of the most common reasons for multiple challenges is because two-factor authentication looks at your device and the browser you are using to log in. So if you change between browsers, you may have to authenticate more than once. If you regularly use multiple browsers, we recommend you take a minute and authenticate them all to minimize your challenges in the future. Also, make sure the Remember this device check-box is selected.

Will clearing my cookies or history cause me to authenticate more than once a year?
You will be asked approximately one time per year for two-factor authentication, but when you are challenged depends on a variety of different factors.
  • Clearing your history and cookies should not alone require you to authenticate using two-factor again, but it may.
  • There are a variety of different things looked at when determining when to require this extra level of security.
  • Make sure the Remember this device option is selected when you are on a personal device.
  • Ensure that your browser settings are set to allow third-party cookies. If set to allow, this will also help prevent you from having to constantly submit a code if you are usually on the same device. For more information on how Two-factor authentication uses third-party cookies, please see related content.

I am travelling internationally, will two-factor authentication work for me?
If you are travelling internationally, we recommend you make sure the devices have been authenticated within the last 12 months and the phone numbers you have access to are set up in the personal details area of your dashboard under two-factor authentication. If you don't have access to your phone and get challenged, you can always call customer service and they will generate a code on your behalf. You can call customer service 24 hours a day 7 days a week.