Contact Administrator | Account Recovery - Zoho Accounts

Contact organization administrator to disable MFA/reset password

You might be unable to sign in to your account due to one of the following reasons.
  1. Unable to complete multi-factor authentication (MFA) and have no recovery options configured
  2. Forgot password and unable to reset it
In such a case, you can contact your administrator to reset password or disable MFA for your account.


If you’re unable to complete multi-factor authentication (MFA)

  1. Contact your administrator to disable MFA.
  2. Note : If you’re an administrator, learn how you can disable MFA for users in the next section.
  3. After your admin disables MFA, sign in to your account.
  4. If MFA is self-configured and not enforced by your admin, you can re-enable it yourself.
    1. Go to accounts.zoho.com.
    2. Click Multi-factor Authentication in the left menu.
    3. Use the toggle in the top-right corner to re-enable MFA.
    4. Reconfigure your MFA modes as needed.
    If MFA is enforced by your administrator, you can't re-enable it on your own.
    1. Inform your administrator to re-enable MFA for your account.
    2. Go to accounts.zoho.com.
    3. Click Multi-factor Authentication in the left menu.
    4. Reconfigure your allowed MFA modes as needed.

How administrators can disable/re-enable MFA for users

To disable/re-enable MFA for your organization users, we recommend using Zoho Directory. It allows you manage your users across multiple Zoho apps from a single place. Refer to instructions below

However, if you have enforced MFA from other apps such as Zoho One, Zoho Mail, Zoho Cliq, or Zoho Vault, you can disable/re-enable MFA using them as well. The relevant help articles for these apps are listed below:

Disable MFA using Zoho Directory

Prerequisites:
  1. Administrative privileges in your organization.
  2. A Zoho Directory account. You can sign up for free.
  3. The apps (the user is part of) added to Zoho Directory. To add an app:
    1. Go to Zoho Directory, then click Admin Panel.
    2. Click Apps in the left menu, then click Add Application.
    3. Search and find the app, then click Add.
    4. The existing accounts and users in the app will be shown. Select the account, click Next, then click Yes, Add.
For users who configured MFA themselves:
  1. Go to Zoho Directory, then click Admin Panel.
  2. Click Users in the left menu, then select the checkbox next to the user.
  3. Click Disable MFA at the top.
  4. Enter your password, then click Disable.
You can't re-enable MFA for these users. They will have to re-enable it themselves from accounts.zoho.com.

For users who are enforced to use MFA:
  1. Go to Zoho Directory, then click Admin Panel.
  2. Click Users in the left menu, then click on the user.
  3. Go to the Security Policies tab, then use the toggle to disable/re-enable MFA.


If you forgot your password

  1. Contact your administrator to reset the password.
  2. Note: If you’re an administrator, learn how you can reset passwords for users in the next section.
  3. After your admin resets the password, they will provide you with a new password (either via email or another medium). Sign in to your account with this new password.
  4. Your admin may also force you to set a new password right after you sign in. If you’re prompted, set a new password. If not, go to accounts.zoho.com, then change your password.

How administrators can reset password for users

Organization admins can reset password for users using the following apps. For instructions on how to do so, click on the respective app name.
  1. Zoho Directory (Recommended for admins who want to manage users across apps from a single place)
  2. Zoho One
  3. Zoho Mail
  4. Zoho Cliq

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