Note

If you still remember your password and only wants to change it, follow the instructions to change password. This article explains the steps to reset a forgotten password.

Prerequisites

1. Access to a recovery email address or mobile number associated with your Zoho account in order to verify your identity. If you have a recovery device (i.e., OneAuth without MFA enabled), you can also use it verify your identity. If you're an organization admin, and there's a domain added and verified with your Zoho organization, you can use it to verify as well. 
   
2. Able to complete MFA verification if your account is secured with MFA.
   

Steps to reset password

1. Go to the Forgot Password page (or go to the sign-in page, then click Forgot Password).
   
2. Enter your email address or mobile number, then click Next.
   
3. Enter the CAPTCHA, then click Next.
   
4. Click Continue to reset password.
   
   
5. Verify your identity using a recovery option you’ve configured for your account. For detailed instructions, refer below:
   
Verify using an OTP sent to email address
1. Click Send OTP. It will be sent to the email address you initiated the request with. If you prefer to verify using a different email address associated with your account, you can select it from the list of available email addresses on the page.
2. If asked, enter the full email address to send OTP.
   
3. Enter the received OTP, then click Verify.
   
Verify using an OTP sent to mobile number
1. Click Send OTP. It will be sent to the mobile number you initiated the request with. If you prefer to verify using a different mobile number associated with your account, you can select it from the list of available numbers on the page.
2. If asked, enter the full mobile number to send OTP.
   
3. Enter the received OTP, then click Verify.
   
Verify using a push notification sent to recovery device

1. If asked, click Verify using device. A push notification will be sent to your recovery device.
   
2. Approve the request from OneAuth to verify.
   
Verify by proving the ownership of your domain

1. Click View all options.
   
2. If asked, click Verify via domain. Instructions will be shown.
   
3. Go through the instructions, then click Proceed.
   
4. If asked, select a domain to proceed with.
   
5. Enter the full domain name, then click Next.
   
6. Select one of the methods shown to prove domain ownership. The options are:
   
1. Add a TXT record in your domain host.
   
2. Add a CNAME record in your domain host.
   
3. Upload a HTML file to the root directory of your website.
   
7. Enter an email address to which you want to receive further instructions on how to prove domain ownership, then click Send Email.
   
8. Follow the instructions in the email sent.
   
9. Click the Change Password link in the email. We will validate if the DNS record/HTML file is added.
   
1. If it is added, a success message will be shown. You can continue with changing your password.
   
2. If it is not added, an error message will be shown. It is possible that the record you’ve added hasn’t been propagated to all the DNS servers yet, as it depends on the TTL value. Wait for some time, then try refreshing the page.
   
   
   
   
6. If you’ve enabled multi-factor authentication (MFA) for your account, complete the MFA verification to continue.
   
7. Enter your new password and re-enter to confirm, then click Change Password.
   
8. If needed, terminate the sessions/API tokens, then click Continue.
9. Sign in to your account using the new password.
   
   

How organization admins can reset password for users