Troubleshoot Sign-in Error Messages | Troubleshoot - Zoho Accounts

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 access an email address which is not associated with Zoho.

Please enter a valid email address with which an account is registered with Zoho.

Contact our support team at support@zohoaccounts.com for clarification about your account's status.

Your account is not active. Please contact your organization admin.

When your account is either deactivated by admin or unused for a long time.

Contact your super admin to find out why your account was deactivated.


Alternatively, you can contact support@zohoaccounts.com for further clarification.

You cannot sign in with this email address. Please enter a different email address or contact your

administrator.

 

When the email address you have entered is not associated with any Zoho account.

 

Your email address might be misspelled or you are trying to sign in with a third-party email address, which does not have an active account under Zoho

 

Try signing in with a different email address or contact your admin to find out why this email address cannot be used to sign in.

You've reached your daily sign-in limit.

The maximum daily sign-in limit for each Zoho account is 20 successful sign-ins. We have this restriction in order to make sure that only one user is using the account.

 

NOTE: Sign-in limit will be refreshed every 24 hours.

 

 

You can wait until the end of the day (in the time zone where your data center is located) to sign in again.

 

If multiple users are using a single Zoho account, we recommend creating a separate account for each user.

Learn how to troubleshoot this error, or contact us at support@zohoaccounts.com.

 You're not allowed to sign in using this IP address.

You are trying to access your account from an IP address that is not allowed, as you have enabled IP restriction for your account.

 

You can only access your account using IP addresses that are configured under your account. This restriction may have been enabled by you or your admin (through security policies if you are part of an organization).

You will be able to sign in only after the IP restriction is removed. Refer this article to see how the restriction can be removed, or write to us at support@zohoaccounts.com.

 

Note: Please ensure only Static IP address is added during configuration.

 

 

You cannot reset your password

using this IP address, as IP

restriction is enabled for your

account.

If IP restriction is enabled for your account, you can only reset your password using specific allowed IP addresses, which are provided at the time of enabling the restriction. This restriction may have been enabled by you or by your admin (through security policies if you are part of an organization).

If IP restriction is enabled for your account, you can reset

your password only from an allowed IP address.  

  1. If you are connected to a VPN network, disconnect from it and try again.  
  2. If you are an organization user, contact your organization admin to reset your password.
  3. For further assistance, write to us at support@zohoaccounts.com.

INVALID OTP

 

If you have entered an incorrect OTP
generated through SMS.

If you have used the authenticator label incorrectly.

 

This issue may also occur if you are using any authenticator app and the app's time is not synced correctly with your device's time.

Enter the correct OTP and try again.

 

Try time synchronization. If you have issues with time sync, refer to this article.

Ensure you use the correct label from the authenticator application as Zoho:email address

Enter a valid email address.

You will encounter this error if you have entered an incorrect email address.

Check if you have entered the correct email address with which you have an account with Zoho, or check whether you have entered any special characters.


If the error persists, verify using other recovery modes (if available). If there is no other option to verify, contact support@zohoaccounts.com.

 

Restricted sign-in is enabled. Please disable it in your OneAuth app to sign in to your account.

 The Restrict sign-in option is enabled in your OneAuth app. This option blocks all sign-in attempts to your Zoho account.

To disable restricted sign-in:

  1. Open OneAuth.

  2. Go to the Settings tab.

  3. Tap Security.

  4. Disable Restrict sign-in attempts.

 

If you have uninstalled the OneAuth app, try reinstalling the app.

 

If you're unable to regain access to your OneAuth app, contact support@zohoaccounts.com.

Incorrect CAPTCHA. Please try again.

The CAPTCHA you have entered is either incorrect or has expired.

Re-enter the correct CAPTCHA or refresh the page and try again.

Additionally, ensure the CAPTCHA is capitalized correctly, as they are case-sensitive.

No account is associated with this mobile number. Try signing in using your email address instead. 

The mobile number you have entered is not registered with any existing account.

Enter a valid mobile number with which you have an account with Zoho, or use a valid email address instead.

Your admin has disabled SAML for your Zoho account. Please sign in via other modes to access your account.

Your organization has enabled SAML. However, your super admin has excluded your email address from using SAML authentication.

Contact your admin to find out the primary mode of authentication set for your account and use it to sign in.

Your organization does not allow federated sign-in.

If your organization has a specific primary mode of authentication, such as SAML, the other authentication modes will be inactive for the organization users.

Your administrator may have enabled SAML-based SSO for your organization. If that's the case, see how to sign in using SAML.

You can contact your organization admin for further clarification.

Sign in blocked by your network admin.

You are trying to sign in from a network that is blocked by your admin.

Connect to a different network or contact your admin.

Your organization policy restricts you from resetting your Zoho account password.

Your admin, through security policies, has restricted you from resetting your account password yourself.  

Contact your admin to reset your password.

You are not allowed to reset your password as your admin has enforced Custom SSO authentication for your account

If your admin has enforced custom SSO authentication for your account, you will not be allowed to reset your Zoho password.

 

Note that even changing your Zoho password will have no effect, as you will be able to sign in only using your Identity Provider credentials.

Contact your admin for further information.

Maximum concurrent sessions limit reached.

Zoho supports a maximum of 50 concurrent sessions for an account to prevent multiple users from using the same Zoho account. If you have exceeded the maximum concurrent session limit, you won't be able to access your Zoho account.

  1. If you're sharing your Zoho account with multiple users, we urge you to create a separate account for each user.
  2. Sign out from web browsers you are no longer using.

Keep track of your concurrent active sessions in Zoho Accounts. Refer to this article for clarification. 

Your sign in has been blocked due to multiple failed attempts. Please try again after {0} minutes or contact your admin.

If your organization has set up a custom limit for allowed number of failed logins, the account access will be temporarily blocked if you exceed that limit.

 You can sign in again only after the specified time.

This browser does not support YubiKey authentication.

Your current browser is not compatible with the YubiKey you are using.

Refer to the YubiKey website to check the YubiKey vs Browser compatibility.

 

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