You lost your device or uninstalled the OneAuth app and now you can't access your Zoho account.

You lost your device or uninstalled the OneAuth app and now you can't access your Zoho account.

What happened? 

Losing access to OneAuth after configuring it as a primary MFA mode for your Zoho account will result in losing access to your account. OneAuth will be the only gateway to access your account if you haven't configured any other MFA modes, such as Mobile-based OTP, Time-based OTP, or YubiKey.

How to resolve this issue 

To recover access to your account, you need to first recover access to OneAuth. You can recover access to OneAuth on your own, if you have configured at least one of the OneAuth's recovery modes –Passphrase, Backup verification codes, or Backup mobile number.
Note:
If you haven't configured any recovery mode, you can contact our support team at support@zohoaccounts.com. After validating your identity, you will be given a backup verification code to sign in to OneAuth.

Steps to recover OneAuth
  1. If you are signing in using password + OneAuth:
  1. Install and open OneAuth on your mobile device.

  2. Tap Sign in.

  3. Enter your username, then tap NEXT.

  4. Enter your password, then tap SIGN IN.

  5. Tap Sign in another way.

  6. If you have set up another MFA mode, tap Problem Signing in?, and verify using your alternate MFA mode to sign in to OneAuth.

  7. If you haven't set up another MFA mode, tap Can't access your mobile device.

  8. Choose one of the following based on what you have set as recovery mode:

    1. Use backup verification code

    2. Sign in using passphrase

    3. Sign in using backup mobile number

  9. Enter the 12-digit backup code/passphrase/OTP sent to the backup mobile number and tap VERIFY. You will be signed in to OneAuth.

  10. Use OneAuth to sign in to your Zoho account.


  1. If you are signing in using OneAuth passwordless sign-in:
  1. Install and open OneAuth on your new mobile device.

  2. Tap Sign in.

  3. Enter your username, then tap NEXT.

  4. Tap Sign in another way, then tap Problem Signing in?.

  5. Select one of the options and verify yourself:

    • Password verification: Enter your password to proceed

    • Sign in via email address: Enter the OTP sent to your email address to proceed

    • Identity provider: Sign in with your IdP to proceed

  6. Choose one of the following based on what you have set as recovery mode:

    • Use backup verification code

    • Sign in using passphrase

    • Sign in using backup mobile number

  7. Enter the 12-digit backup code/passphrase/OTP sent to the backup mobile number and tap VERIFY. You will be signed in to OneAuth.

  8. Use OneAuth to sign in to your Zoho account.


How to prevent this in the future

  1. Disable MFA for your Zoho account before uninstalling the app.
  2. Set up a secondary device, so that you can authenticate yourself if you're away from or have lost your primary device.
  3. Make sure to configure at least one of OneAuth's recovery modes.

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