You uninstalled the OneAuth app and now you can't access your Zoho account.
What happened?
OneAuth becomes the gateway to access your account if you haven't configured any other MFA modes, such as SMS-based OTP, Time-based OTP, or YubiKey. Losing access to OneAuth after configuring it as a primary MFA mode for your Zoho account will result in losing access to your account.
How to resolve this issue?
You can recover access to your account on your own if you have set up any one of the following sign in options for your account.
- Configured OneAuth in other devices.
Note: If you haven't configured any of the above sign in options, write to our support team at support@zohoaccounts.com. We will help you in recovering your Zoho account.
Steps to sign in to your account
If you are signing in using password + OneAuth:
- Enter your email address or mobile number.
- Click Next.
- Enter your password.
- Click Sign in.
- You'll receive a pop-up message mentioning "Unable to reach OneAuth". Click Show all other options.
- Choose any one of the following alternate sign-in options shown, based on what you've configured for your account
- OneAuth
- OTP authenticator
- SMS- based OTP
- Security key
- Backup verification code
- Passphrase
- Enter the required details for the chosen alternate sign in option.
- Click Verify. You'll be signed in to your account.
- You can recover your OneAuth now to avoid any interruptions in future sign ins.
If you are signing in using OneAuth passwordless sign-in:
- Enter your email address or mobile number.
- Click Next.
- You'll receive a pop-up message mentioning "Unable to reach OneAuth". Click Show all other options in the message.
- Use any one of the below primary sign-in options to verify:
- OneAuth secondary devices
- Password
- OTP sent to your email or mobile number
- SAML or JWT based SSO
To use OneAuth secondary device
If you choose OneAuth secondary device option, your sign-in will only require verification from that device.
- Tap the sign in approval notification you received in your OneAuth secondary device.
- Use any of the three sign in modes in OneAuth such as push notification, time-based OTP or QR code to verify. You'll be signed in to your account.
- You can recover your OneAuth now to avoid any interruptions in future sign ins.
To use Password, OTP sent to email address/mobile number, SAML or JWT based SSO
If you choose any of these primary sign in options, you need to verify an alternate recovery/sign-in option along with this to sign in to OneAuth.
- Click Proceed to continue verification.
- In step 1, use the primary sign-in option you have chosen to verify.
- Click Verify.
- In step 2, choose any one of the following alternate recovery/sign-in options, based on what you've configured for your account.
- OTP authenticator
- SMS- based OTP
- Security key
- Backup verification code
- Passphrase
- Verify using the chosen alternate recovery/sign-in option.
- Click Verify. You'll be signed in to your account.
- You can recover your OneAuth now to avoid any interruptions in future sign ins.
How to prevent this in the future
- Set up a secondary device so that you can authenticate yourself if you're away from or have lost your primary device.
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