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. Security Key
  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. Go to the Settings app.  
    2. Tap General, then tap Date and Time.
    3. Turn on Set Automatically.

  2. In Android device:
    1. Go to the Settings app.
    2. Navigate to the Date and Time settings.
    3. Turn on Set time automatically or Use network provided time.

  3. On your Windows device:
    1. Navigate to Settings.
    2. Click Time & Language, then click Date & time.
    3. Under the "Synchronize your clock" option, click Sync now.

  4. On your macOS device:
    1. Navigate to the Apple menu and click System Settings.
    2. Click Date & Time.
    3. Click and authenticate to unlock the settings.
    4. Enable the toggle  Set the date and time automatically.
    5. Enter a network time-server for your region, if required.

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: Security key

Issue

What to do

My security key is not working.

Follow these steps if the security key isn't recognized or not working.
  1. Insert the security key and confirm the LED turns on. If not, try flipping it over, as some USB ports are oriented differently.
  2. If your security key is blinking continuously, unplug it and try again. 

To check whether your security key 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. 


The browser doesn't support FIDO2/Webauthn protocol. Please try again with a supported browser.

If you encounter this error, you can try signing in from a browser that supports security key. See supported browsers

(or)

If you cannot use a different browser, you can sign in using a backup verification code. If you don't have a backup code at the moment, you can generate from accounts.zoho.com if you have an active session.

My security key 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.



    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                    Manage your brands on social media

                                      Zoho Desk Resources

                                      • Desk Community Learning Series


                                      • Digest


                                      • Functions


                                      • Meetups


                                      • Kbase


                                      • Resources


                                      • Glossary


                                      • Desk Marketplace


                                      • MVP Corner


                                      • Word of the Day


                                        Zoho Marketing Automation

                                          Zoho Sheet Resources

                                           

                                              Zoho Forms Resources


                                                Secure your business
                                                communication with Zoho Mail


                                                Mail on the move with
                                                Zoho Mail mobile application

                                                  Stay on top of your schedule
                                                  at all times


                                                  Carry your calendar with you
                                                  Anytime, anywhere




                                                        Zoho Sign Resources

                                                          Sign, Paperless!

                                                          Sign and send business documents on the go!

                                                          Get Started Now




                                                                  Zoho TeamInbox Resources



                                                                          Zoho DataPrep Resources



                                                                            Zoho DataPrep Demo

                                                                            Get a personalized demo or POC

                                                                            REGISTER NOW


                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now







                                                                                            You are currently viewing the help articles of Sprints 1.0. If you are a user of 2.0, please refer here.

                                                                                            You are currently viewing the help articles of Sprints 2.0. If you are a user of 1.0, please refer here.



                                                                                                  • Related Articles

                                                                                                  • Security key

                                                                                                    What is a security key? Security key is a hardware device that can be used to enable multi-factor authentication (MFA). They don't require a battery to function and need no software installation to authenticate your accounts. How security keys work? ...
                                                                                                  • Troubleshoot sign-in related issues

                                                                                                    Please select the issue you have while signing in to your account: Getting an error when trying to sign in Having issues with multi-factor authentication (MFA) and couldn't access the account Having issues connecting to mail client Forgot the account ...
                                                                                                  • Introduction to multi-factor authentication (MFA)

                                                                                                    Multi-factor authentication is used as an extra layer of security while signing in to your account. When you enable MFA, all your future sign-ins will require you to verify your identity to ensure that your account isn't accessed by unknown users. ...
                                                                                                  • 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 ...
                                                                                                  • Troubleshoot Sign-in related error messages

                                                                                                    Error When will this error occur? How to resolve This account cannot be found. Please use a different account or sign up for a new account. When your account is closed and the email address is no longer active with Zoho, or when you're trying to ...
                                                                                                    Wherever you are is as good as
                                                                                                    your workplace

                                                                                                      Resources

                                                                                                      Videos

                                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                      eBooks

                                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                      Webinars

                                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                      CRM Tips

                                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                                        Zoho Show Resources