Troubleshoot sign-in related issues
Getting an error when trying to sign in
Having issues with multi-factor authentication (MFA) and couldn't access the account
Having issues connecting to mail client
Forgot the account password and couldn't access the account
Getting an error when trying to sign in
You're not allowed to sign in using this IP address.
You've reached your daily sign-in limit.
You've exceeded the maximum sign-in attempts. Please try again later.
Restrict sign-in is enabled. Please disable it in your OneAuth app to sign in to your account.
You need to refresh your OneAuth app to sign in to your account.
Maximum concurrent session limit reached.
Your {IdP} email address has been changed and there are two different Zoho accounts exist with your previous and current email address
Error 403 disallowed_useragent.
Having issues with multi-factor authentication and couldn't access the account
MFA mode: SMS-based OTP
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Issue |
What to do |
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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 |
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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: YubiKey
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Issue |
What to do |
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My YubiKey is not working. |
Follow these steps if the YubiKey isn't recognized or not working.
To check whether your YubiKey is connected to your computer:
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My Yubikey is lost/stolen. |
Go through our account recovery help for instructions on how to recover your account. |
Having issues connecting to mail client
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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. |
Forgot the account password and couldn't access the account
Other issues
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