You lost your device or uninstalled the OneAuth app and now you can't access your Zoho account.
What happened?
How to resolve this issue
- If you are signing in using password + OneAuth:
Install and open OneAuth on your mobile device.
Tap Sign in.
Enter your username, then tap NEXT.
Enter your password, then tap SIGN IN.
Tap Sign in another way.
If you have set up another MFA mode, tap Problem Signing in?, and verify using your alternate MFA mode to sign in to OneAuth.
If you haven't set up another MFA mode, tap Can't access your mobile device.
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
Enter the 12-digit backup code/passphrase/OTP sent to the backup mobile number and tap VERIFY. You will be signed in to OneAuth.
Use OneAuth to sign in to your Zoho account.
- If you are signing in using OneAuth passwordless sign-in:
Install and open OneAuth on your new mobile device.
Tap Sign in.
Enter your username, then tap NEXT.
Tap Sign in another way, then tap Problem Signing in?.
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
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
Enter the 12-digit backup code/passphrase/OTP sent to the backup mobile number and tap VERIFY. You will be signed in to OneAuth.
Use OneAuth to sign in to your Zoho account.
How to prevent this in the future
- Disable MFA for your Zoho account before uninstalling the app.
- Set up a secondary device, so that you can authenticate yourself if you're away from or have lost your primary device.
- Make sure to configure at least one of OneAuth's recovery modes.
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