You can learn more about what this is and how it works by heading over to this FAQ Article.
I've experienced an error with 2FA SMS authentication (text message codes)
| Question/Error | Troubleshooting Steps |
| I'm trying to set up my 2FA/MFA via SMS and it says "Something went wrong" | It's likely your mobile number is already associated to another Rightmove Plus account. Mobile numbers can only be associated to one account at a time. 1. Email customersupport@rightmove.co.uk 2. In the email, include the email address of the account, the mobile number you're trying to add, and confirmation you're happy for the number to be removed from the previous account 3. We'll look into this and remove the number for you, so it can be used on your new account |
| My SMS code is not arriving | Here are some things to check and try: 1. Click the 're-send code' option on the screen 2. Turn aeroplane mode on and off on your phone to refresh your connection 3. Check your phone's spam or junk SMS folder (available on both iOS and Android) 3. Make sure your phone has signal and can receive messages If you still haven't received the code after trying these steps, let us know by emailing customersupport@rightmove.co.uk |
| I have feedback about SMS authentication | If you have feedback about SMS authentication, or suggestions for improvement, you can email us at customersupport@rightmove.co.uk To help us understand your feedback, include: 1. What you were trying to do 2. What happened instead 3. Any screenshots (if available/applicable) |
I've experienced an error with 2FA Authentication App authentication
If any of the below problems persist after following the troubleshooting steps, get in touch with us by emailing customersupport@rightmove.co.uk and we can look into it for you.
| Question/Error | Troubleshooting Steps |
| My QR code isn't scanning | 1. Check that you're scanning the QR code from within your chosen authenticator app, not from your device's native camera app 2. Ensure the camera is focused and the QR code is fully visible on the screen 3. Try increasing the screen brightness 4. If this still doesn't work, tap 'enter code manually' in the authenticator app and type the code shown on screen 5. Use a different device to scan if available |
| My setup key is not being accepted | 1. Double check you're entering the key exactly as shown, with no spaces 2. Make sure time-based is selected in the app, not counter based 3. Refresh the setup page and try again with a new key |
| My authenticator app is not showing my account after being set up | 1. Scroll through the app as some accounts may be listed below others 2. Ensure the setup was completed fully, and the confirmation step was not skipped 3. If nothing appears, restart the setup |
| Rightmove Plus is not accepting my login code | This is most likely caused by the time not being synced on your device: 1. On Android, open Google Authenticator, go to settings, select 'Time correction for codes' and tap 'Sync now' 2. On iOS, go to device settings, go to General, Date and Time, and confirm 'setup automatically' is enabled 3. Wait for the code to refresh (every 30 seconds) and try the new one |
| The code has expired before entry | 1. Wait for a fresh code to appear (the app will indicate when a new code is due) 2. Type the new code in as soon as it refreshes |
| I've lost or replaced my phone, how do I use my authenticator app? | 1. Use one of your saved backup codes to complete the re-verification process and regain access to your account 2. Once back in, you'll be prompted to set up the authenticator app again on your new device 3. Using an authenticator app that has cloud-based backup prevents this from happening |
| I've deleted my authenticator app or cleared the data | 1. If you re-install the authenticator app or clear data, it'll remove all the stored accounts on the app 2. To add your Rightmove Plus account again, use one of your saved backup codes to complete the authentication again 3. If you don't have access to the backup codes, contact us at customersupport@rightmove.co.uk |
| How do I switch my authenticator app? | 1. Once an MFA method has been set up against an account, you can't remove it or change it yourself 2. If you still have access to your authenticator app, do not delete it until you've confirmed a supported alternative route 3. If you have deleted your app, and you have backup codes, use one to complete the verification process again 4. Then, you can select a different authenticator app |
| How can I trust an authenticator app is safe? | Authentication apps are an industry-standard security solution used worldwide. The app does not gain access to your Rightmove Plus account. It simply generates time-limited security codes that help confirm it is really you signing in. This added layer of protection significantly reduces the risk of unauthorised access. |