Troubleshoot MFA related issues
Introduction
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Having issues with multi-factor authentication (MFA) and couldn't access the account
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Having issues connecting to mail client
Having issues with multi-factor authentication (MFA) and couldn't access the account
MFA mode:
SMS-based OTP
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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. |
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Switched to a different number and no longer able to sign in. |
|
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Lost access to my device associated with the mobile number. |
MFA mode:
OTP authenticator
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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. |
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Lost access to my device associated with the OTP authenticator. |
|
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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:
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MFA mode:
OneAuth
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Issue |
What to do |
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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. |
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Lost access to my device having OneAuth. |
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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
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Issue |
What to do |
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My security key is not working. |
Follow these steps if the security key isn't recognized or not working.
To check whether your security key is connected to your computer:
|
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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 |
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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. |
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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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