Recover account access through an administrator
- Forgot their password and unable to sign in
- Unable to complete MFA verification while signing in
- Tried resetting the password but couldn't complete MFA verification there
User forgot password and is unable to sign in
- Contact your administrator and inform them that you forgot your password.
- Your administrator will reset your password and provide you with a new one. Use this password to sign in to your account.
- Your administrator may enforce you to set a new password after signing in. If you’re prompted to change password, set a new one. If you’re not prompted, go to accounts.zoho.com and change your password.
- Also, add a recovery email address or mobile number so you can reset the password yourself if you forget it again.
Prerequisite: You can reset the password for user and share it with the user. You may also set a temporary password. If then, the user will be prompted to set a new password after signing in.
The option to reset password for users is available in the below Zoho apps. For instructions on how to reset password, refer to the linked help articles.
- Zoho Directory (Recommended for admins who want to manage users across apps from a single place)
- Zoho One
- Zoho Mail
- Zoho Cliq
User unable to complete MFA verification during sign-in
- Contact your administrator and inform them that you couldn’t complete MFA verification.
- Your administrator will do one of the following:
- Generate a backup verification code and share it with you
- Or, reset MFA temporarily for your account
- If you receive a verification code, use it to sign in to your account. See instructions
Or, if your administrator resets MFA for your account, you can sign in normally. You won’t be prompted for MFA. - After signing in, make sure to re-configure your MFA mode. We recommend our in-house authenticator, Zoho OneAuth to secure your account.
- Also, generate new backup codes so you can recover the account yourself in case you get locked out again.
Prerequisite: Method 1 (recommended): Generate backup code for the user
If your organization is using Zoho One or Zoho Directory, you can generate a backup verification code and share it with the user. They will be able to sign in to their account using the backup code.
Refer to the below articles for instructions:
Method 2: Reset MFA configuration for the user
If your organization doesn’t use Zoho One or Zoho Directory, you can opt for this method. You can reset the MFA configuration of the user, allowing them to sign in without getting prompted for MFA verification. Users can sign in and then re-configure their MFA mode.
The option to reset MFA is available in the below Zoho apps. For instructions on how to reset MFA, refer to the linked help articles.
User unable to reset password due to an issue with MFA
- Contact your administrator and inform them that you forgot your password and has issue with MFA while resetting it.
- Your administrator will reset your password and provide you with a new one. Use this password to sign in to your account.
- But you will still have to complete MFA verification to sign in. To solve this MFA issue, your administrator will do one of the following:
- Generate a backup verification code and share it with you
- Or, reset MFA temporarily for your account
- If you receive a backup code, use it to sign in to your account. See instructions
Or, if your administrator resets MFA for your account, you can sign in normally. You won’t be prompted for MFA.
- Your administrator may enforce you to set a new password after signing in. If you’re prompted to change password, set a new one. If you’re not prompted, go to accounts.zoho.com and change your password.
- After signing in, make sure to re-configure your MFA mode. We recommend our in-house authenticator Zoho OneAuth to secure your account.
- Also, generate new backup codes so you can recover account yourself in case you get locked out again.
Prerequisite: Step 1: Reset password for the user
The option to reset password for users is available in the below Zoho apps. For instructions on how to reset password, refer to the linked help articles.
- Zoho Directory (Recommended for admins who want to manage users across apps from a single place)
- Zoho One
- Zoho Mail
- Zoho Cliq
Even with the new password, the user would still need to complete MFA verification to sign in.
Method 1 (recommended): Generate backup code for the user
If your organization is using Zoho One or Zoho Directory, you can generate a backup verification code and share it with the user. They will be able to sign in to their account using the backup code.
Refer to the below articles for instructions:
Method 2: Reset MFA configuration for the user
If your organization doesn’t use Zoho One or Zoho Directory, you can opt for this method. You can reset the MFA configuration of the user, allowing them to sign in without getting prompted for MFA verification. Users can sign in and then re-configure their MFA mode.
The option to reset MFA is available in the below Zoho apps. For instructions on how to reset MFA, refer to the linked help articles.
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