Adding recovery options for your account
There are some situations where you might get locked out of your account, such as below:
- You forgot your account password
- Someone else gained access to your account maliciously and changed the password.
In these situations, you will be able to reset password and recover access to your account, if you have set up a recovery option.
How a recovery option help recover your account
When you’re trying to reset password, you will be asked to verify your identity. If you’ve added an email address or mobile number to your account as a recovery option, a OTP will be sent to this email address or mobile number for verification. Using this OTP, you can verify your identity.
How to add a recovery email address or mobile number
Make sure the email address or mobile number you add is:
- Personal only to you.
- Easily accessible.
- Working and able to receive emails/SMS.
To add email address/mobile number:
- Go to accounts.zoho.com.
- In the Profile section, click either Add Email Address or Add Mobile Number.
- Enter an email address or mobile number.
- Click Send OTP. An OTP will be sent to the entered email address or mobile number.
- Enter the OTP received, then click Verify.
Troubleshooting
Getting the message "At least one recovery option is required. Add another email address or mobile number."
There are cases when you must have at least one recovery option for
your account (i.e., an email address or mobile number). It might be
enforced by your organization or because it is required by the law of
your region/country.
Common scenarios:
- If
a mobile number is the only recovery option present in your account,
you won't be able to delete it straightaway. You will need to add another mobile number or an email address before you can delete it.
- If you have an additional email address present, but still get this error, it could be because it is a Zoho-hosted email address with its inbox in Zoho Mail. Zoho-hosted email addresses can't be used as recovery options (as their inboxes would be inaccessible during a lockout). Hence, you will still need to add another email address or mobile number for recovery.
Getting the message "Your administrator doesn't allow users to reset password themselves"
For
security reasons, your administrator has restricted the organization
users from resetting password themselves. Hence, you cannot add a
recovery mobile number. If you get locked out, you can contact your
administrator to reset the password.
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