MFA | Troubleshooting - Zoho Accounts

Troubleshoot MFA related issues

Introduction

If you have set up multi-factor authentication  (MFA to protect your Zoho account and have issues signing into your account, we will help you regain your account access. The first thing you need to do after regaining account access is switching to a different authentication mode. In case you cannot switch to a different authentication mode, disable MFA for the time being.

Select the issue you have:
  1. Having issues with multi-factor authentication (MFA) and couldn't access the account
    1. SMS-based OTP
    2. OTP authenticator
    3. OneAuth
    4. YubiKey
  2. Having issues connecting to mail client

Having issues with multi-factor authentication (MFA) and couldn't access the account

MFA mode: SMS-based OTP

Issue

What to do

Lost access to my mobile number and no longer able to sign in.

Go through our account recovery help for instructions on how to recover your account.

 

Alternatively, contact our support team at support@zohoaccounts.com. You will be given a backup verification code to sign in after validating your identity.

Switched to a different number and no longer able to sign in.

Lost access to my device associated with the mobile number.


MFA mode: OTP authenticator

Issue

What to do

Uninstalled the OTP authenticator from my device.

Go through our account recovery help for instructions on how to recover your account.

 

Alternatively, contact our support team at support@zohoaccounts.com. You will be given a backup verification code to sign in after validating your identity.

Lost access to my device associated with the OTP authenticator.

Receiving the "Incorrect OTP" error when trying to sign in.

This issue may occur if time is not synced properly on your app.


To sync time:
  1. In iOS device
    1. Navigate to Settings.
    2. Tap General, then Date and Time.
    3. Turn on Set Automatically.
  2. In Android
    1. Go to Settings of the authenticator app.
    2. Tap Time correction for codes.
    3. Tap Sync now.

MFA mode: OneAuth

Issue

What to do

Uninstalled OneAuth from my device.

Go through our account recovery help for instructions on how to recover your account.

 

Alternatively, contact our support team at support@zohoaccounts.com. You will be given a backup verification code to sign in after validating your identity.

Lost access to my device having OneAuth.

Push notification is not being received when trying to sign in.

Go through our help article to troubleshoot notification issues.

Or,

Sign in using OneAuth's alternate verification modes.


MFA mode: YubiKey

Issue

What to do

My YubiKey is not working.

Follow these steps if the YubiKey isn't recognized or not working.
  1. Insert the YubiKey and confirm the LED turns on. If not, try flipping it over, as some USB ports are oriented differently.
  2. If your YubiKey is blinking continuously, unplug it and try again. 
  3. Make sure the YubiKey shows up as "YubiKey OTP+FIDO+CCID" or similar, depending on the model of YubiKey
To check whether your YubiKey is connected to your computer:
  1. For Windows, check Devices and Printers in the Control Panel.
  2. For MacOS, check Apple Menu > About This Mac > System Report, and look under Hardware > USB.
  3. For Linux, type "dmesg" in Terminal. 


My Yubikey is lost/stolen.

Go through our account recovery help for instructions on how to recover your account.


Having issues connecting to mail client

Issue

What to do

Unable to sign in to my mail client after enabling MFA for my account.

If your mail client doesn't support MFA, generate an application specific password and then use it as password to sign in to your mail client.

Unable to connect to my mail client that I set up previously.

Go through our help article to troubleshoot this issue.


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