I'm facing issues with my multi-factor authentication. How do I get back into my account?
The different multi-factor authentication (MFA) modes we provide are OneAuth, mobile-based OTP, time-based OTP, and Security Key. Your solution may differ according to your chosen MFA mode.
Choose the solution that applies to your case from those given below.
If you have access to the backup verification codes:
- Download and install the OneAuth app on iOS or Android.
- Enter your login credentials and click Sign In.
- Click Can't access your smart phone?.
- Choose I already have the one time backup verification code and click Proceed.
- Enter your backup verification code and click Verify Code.
- Choose Setup your authentication mode and the make this my primary device option on the Account Configuration page.
If you don't have access to the backup verification codes:
OneAuth
Choose the solution that applies to your case:
- If you have not enabled biometric authentication, you can sign in using your backup phone number.
- If you have enabled biometric authentication, or not provided a backup phone number, submit a request to support@zohoaccounts.com.
Time-Based OTP
If you receive an incorrect OTP error, it may be because the OTP is generated under an incorrect label, or your Google authenticator app's time is not properly synced. Sync the authenticator's time and try again.
Security key
If your security key is not working, check if it is recognized by your computer and try again.
Other Issues
If your mobile phone doesn't receive the OTP, or you've changed/lost your device, choose the solution that applies to your case from those given below.
- If you have a trusted browser, use it to sign in to your Zoho account.
- If you have set up other MFA modes, verify your identity via any of those modes.
- If you have a backup verification code, verify your identity and sign in to your Zoho account.
- If you don't have any backup verification codes, submit a request to support@zohoaccounts.com to receive one.
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