Veirfy Identity | Account Recovery - Zoho Accounts

Verify your identity for account recovery


To reset password or remove IP restriction, you will need to verify your identity before you can proceed. You can verify your identity using the recovery options you've configured for your account.
Additional MFA verification:
If you have configure multi-factor authentication (MFA) for your account, you will also need to complete the additional MFA verification using one of the MFA modes you've configured for your account. 

The different recovery options are as follows:


Verify using email address/mobile number


You can verify using the email addresses or recovery mobile numbers associated with your Zoho account. An OTP will be sent to the email address/mobile number you select, which you will need to enter to verify.

Initially, you will be asked to verify using the email address or mobile number you entered while initiating the recovery process. If you need to select a different email address or mobile number, click View all options, then select the required email address/mobile number.

The selected email address/mobile number will be shown in a masked form. Enter the full email address/mobile number, then click SEND OTP. Enter the received OTP, then click VERIFY.


Verify using recovery device


If you have signed in to your account on Zoho OneAuth, but haven't configured MFA on it, it is considered a recovery device, and you can use it to verify your identity. A push notification request will be sent to your recovery device. You will need to approve it to verify.
  1. Click View all options.
  2. If asked, click Verify using device. A push notification will be sent to your recovery device.
  3. Approve the request from OneAuth to verify.


Verify using domain


If your organization administrator and has a verified domain added in your organization, you can use it to verify your identity. You will need add a CNAME record in your domain host and prove your domain ownership.
  1. Click View all options.
  2. If asked, click Verify via domain. Instructions to verify will be shown.
  3. Go through the instructions, then click Proceed.
  4. The domains added and verified in your organization will be listed. Select a domain for which your have access to DNS records.
  5. The selected domain name will be shown in a masked form. Enter the full domain name, then click Next.
  6. We will send you an email containing the instructions to add a CNAME record and a link to change password or remove IP restriction. Enter an email address to which you want to receive this email.
  7. Click Send Email.
  8. Go to the domain host of the domain that you have selected for verification.
  9. Go to the DNS settings page of the domain, then add a CNAME record as mentioned in the emailed instructions.
  10. After adding the record to your domain host, click the Change Password/Remove IP restriction link in the email. We will check whether the record is added.
    1. If the record is added, a success message will be shown and you can continue with changing password/removing IP restriction.
    2. If the record is not added, an error message will be shown. It's possible that the record you have added hasn't been propagated to all the servers yet, as it depends on the TTL value. Wait for some time, then try refreshing the page.



Troubleshooting

If you have any issue while verifying your identity, go through this troubleshooting section and check if you can resolve it. If you're still unable to verify, write to us at support@zohoaccounts.com. 


Issue with email address/mobile number verification

Issue

Solution


I don't remember my email address/mobile number to enter it.

  • See if you can identify it using the semi-hidden email address/mobile number shown on the page. 
  • If you have other recovery modes available, verify using them.  


I have lost access to my recovery email address/mobile number


  • If you have other recovery modes available, verify using them.  

Getting "Enter a valid email address/mobile number" error

  • Check if you have entered the correct email address/mobile number that is shown semi-hidden on the page. 
  • If the error persists, verify using other recovery modes (if available). 


I'm not receiving OTP to my email address/inbox

  • Check your SPAM folder. Sometimes, the email could end up in SPAM. 
  • Wait for a few minutes. There could be a delay in receiving the email due to the mail server or your network provider. 
  • Try resending the OTP (after 30 seconds) and try again. 
  • If you have other recovery modes available, verify using them.  


I'm not receiving OTP to my recovery mobile number

  • Check if your network connection is stable.
  • Wait for a few minutes. There could be a delay in receiving the OTP due to the SMS provider or your network provider. 
  • Try resending the OTP (after 30 seconds) and try again. 
  • If you have other recovery modes available, verify using them.


My mobile number is not listed/shown as a verification option

  • Only recovery mobile numbers can be used for this verification. If you have added a mobile number as your MFA number, that number will not be shown here. It will be available only for the MFA verification stage.


Getting "Incorrect OTP. Please try again" error

  • Check if you are entering the correct OTP sent to your inbox. 
  • If you have sent multiple OTP emails using the Resend OTP option, make sure you get the OTP from the latest email/SMS received. 
  • You can also use the RESET PASSWORD link present in the email below the OTP to reset your password. 


Issue with recovery device verification

Issue

Solution


I have set up OneAuth for my account. But I have no option to verify using my device.

  • If you set up MFA using OneAuth, you can only verify using OneAuth during the MFA verification stage in recovery. The "Verify using device" option will not be present during this verification.


I'm not receiving push notification

  • It could be due to the default settings on your device. Go through our help article to change those settings.  


I cannot find the option to verify using QR/TOTP modes

  • For this verification, only push notification mode is available for the "Verify using device" option. QR code and TOTP modes won't be available.


Getting "Device authentication rejected/pending" error

  • Try sending another push to your device by clicking Resend Push. 
  • If you still receive the error, try verifying using other available modes.


Issue with domain verification

1. Domain ownership not proven yet

Your domain ownership verification could have been failed due to any of the following errors:
  1. Incorrect values 
  2. Longer TTL 
  3. Registrar conflict with the DNS provider
Tip: You can refer to our domain host-specific instructions, if you have trouble adding the CNAME in your domain host.

a. Incorrect values
Reason:
You may have incorrectly entered the CNAME values in the DNS Settings page of your domain.
Solution:
Verify whether you have entered the following information correctly in the DNS Settings page of your domain:

b. Longer TTL
Reason:
If the TTL value you have entered is higher than the value provided in the email, then the CNAME records you have added in your DNS provider might not be propagated during the verification process.
Solution:
Check the TTL value and try verifying after some time.

c. Registrar conflict with the DNS provider
Reason:
When you register the domain with one provider, but point the name servers to another provider, then the CNAME records added in your domain registrar are not considered valid. This is because you might have changed the DNS provider (either accidentally or for hosting your website), or your previous email provider configuration.

Solution:
The CNAME records added in the provider where the name servers are pointed will be effective and valid. To check this, do one of the following:
  • Do a 'NameServer' lookup for your domain to check where your domain is hosted.
  • Check with your domain registrar or the technical contact for your domain to know where the name servers are pointed.

2. Maximum number of emails limit reached. Try again later.

Reason:
If you have tried sending instructions (i.e., email with domain verification instructions) multiple times, we will not send further emails for the next 24 hours. This is to avoid email spamming.
Solution:
  • You can use the already received email with the CNAME records.
  • If you want to send instructions to a different email ID, but have sent multiple instructions already, you can try again after 24 hours.
  • You can try verifying using the alternate recovery options, if available.