Troubleshoot sign-in related issues | Troubleshooting - Zoho Accounts

Troubleshoot sign-in related issues

Please select the issue you have while signing in to your account:

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

Other issues

Getting an error when trying to sign in

If you encounter any of the following errors when you are trying to sign in, go through their respective troubleshooting articles to try to resolve them.


Having issues with multi-factor authentication and couldn't access the account

MFA mode: SMS-based OTP

Issue

What to do

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.

Switched to a different number and no longer able to sign in.

Lost access to my device associated with the mobile number.


MFA mode: OTP authenticator

Issue

What to do

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.

Lost access to my device associated with the OTP authenticator.

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:
  1. In iOS device
    1. Navigate to Settings.
    2. Tap General, then Date and Time.
    3. Turn on Set Automatically.
  2. In Android
    1. Go to Settings of the authenticator app.
    2. Tap Time correction for codes.
    3. Tap Sync now.

MFA mode: OneAuth

Issue

What to do

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.

Lost access to my device having OneAuth.

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

Issue

What to do

My YubiKey is not working.

Follow these steps if the YubiKey isn't recognized or not working.
  1. Insert the YubiKey and confirm the LED turns on. If not, try flipping it over, as some USB ports are oriented differently.
  2. If your YubiKey is blinking continuously, unplug it and try again. 
  3. Make sure the YubiKey shows up as "YubiKey OTP+FIDO+CCID" or similar, depending on the model of YubiKey
To check whether your YubiKey is connected to your computer:
  1. For Windows, check Devices and Printers in the Control Panel.
  2. For MacOS, check Apple Menu > About This Mac > System Report, and look under Hardware > USB.
  3. For Linux, type "dmesg" in Terminal. 

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

Issue

What to do

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.

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

If you have access to your recovery email address or recovery mobile number, you can reset your account password, then proceed to sign in to your account with the new password. If you have configured any MFA mode for your account, you will also be asked to verify using them while resetting your password.

If you don't have access to recovery email address or mobile number, contact our support team at support@zohoaccounts.com to recover your account. If you are an organization user, you can also contact your administrator to reset your password.

Other issues

  1. Asked to sign in to your account every time you quit your web browser.

If you encounter an issue not mentioned in this article or are not able to troubleshoot the issues, write to our support team at support@zohoaccounts.com for further assistance.


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