Troubleshoot sign-in related issues | Troubleshooting - Zoho Accounts

Troubleshoot sign-in related issues

If you're having trouble accessing your account, find the sign-in method you're using below to resolve the issue.
  1. Password
  2. Email verification
  3. Mobile verification
  4. Passkey
  5. OTP Authenticator
  6. Security Key
  7. OneAuth - push notification
  8. OneAuth - TOTP
  9. OneAuth - Scan QR
  10. Backup code
  11. Passphrase
  12. Additional verification
  13. Domain verification

Password 

I forgot my password
If you forgot your password, you can reset it. First, you will need to verify your identity using one of your recovery options. Follow the steps below to reset your password:
  1. Click Reset Password on the sign-in page.
  2. Enter your registered email address or mobile number.
  3. Enter the CAPTCHA, then click Next.
  4. Click Continue to reset password.
  5. Verify your identity using a recovery option you’ve configured for your account. In general, the available options are as follows:
    1. Verifying using your email address.
    2. Verifying using your recovery mobile number.
    3. Proving ownership of a domain that is added and verified in your Zoho organization if you're an organization admin.

  6. If multi-factor authentication (MFA) is enabled for your account, you will also need to complete the MFA verification.

Email verification

I didn't receive the code in my inbox
  1. Wait a few minutes and try again as delays may occur due to network or server issues.
  2. Check your Spam, Junk, or Promotions folders, and ensure email filters are not blocking messages.
  3. If you still don't receive the code, click Try other options in the sign-in page to use a different verification method available for your account.
  4. If no other verification method is available, contact your organization admin or our support team at support@zohoaccounts.com.
     
I reached the "Resend code" limit
  1. If you received a verification code already, you can use that code to verify. That code will be valid until your current sign-in session expires in the browser.
  2. If you haven't received any code at all, click Try other options on the sign-in page to use a different verification method available for your account.
  3. If no other verification method is available, contact your organization admin or our support team at support@zohoaccounts.com.
I don’t have access to inbox
  1. Click Try other options in the sign-in page to use a different verification method available for your account.
  2. Once you’ve signed in, add or update the correct accessible email address in your account so you don't face issues the next time.
  3. If you still can't access your account, contact your organization administrator or our support team at support@zohoaccounts.com.
I don’t recognize the masked email address shown
  1. Look through your email inboxes for emails with subject "Welcome emails" or "Sign-in alert" to identify which email is linked to the account.
  2. If you are part of an organization, contact your organization administrator as they can look up the email address associated with your user profile.
  3. If you still cannot access your account, contact our support team at support@zohoaccounts.com for assistance with account recovery.
The code is being sent to the same Zoho Mail inbox I am trying to sign in to
This occurs if the email address you have entered is hosted by Zoho Mail (e.g., an @zoho.com or @zohomail.com address). Since you need to sign in to access the inbox, you cannot retrieve the code sent to it. Try the below troubleshooting steps.
  1. If you already have an active session for this email address in another device or browser, you might be able to access Zoho Mail from there, and get the verification code.
  2. If you're unable to access the inbox, click Try other options in the sign-in page to use a different verification method available for your account.
  3. If no other verification method is available, contact your organization admin or our support team at support@zohoaccounts.com.

Mobile verification

I didn’t receive SMS
This can happen if there is any issue with the network provider or with your handset. Try the following steps and resend the verification code to check if you have received it:
  1. Toggle Airplane Mode on and off, or restart your phone to reconnect to the network.
  2. Ensure "Block unknown/promotional senders" is disabled in your SMS settings.
  3. Use your phone’s default (stock) SMS app and ensure it's up to date.
  4. Remove your SIM card from your current mobile device and insert it into a different mobile device. Resend the code and check if you have received it. If you have received the code, you can infer that the problem was with your previously-used mobile device.
  5. If you still didn't receive the code, contact your telecom or service provider. If the error is not from their end, contact our support team at support@zohoaccounts.com.
I reached the "Resend code" limit
  1. Click Try other options to use a different verification method available for your account.
  2. If no other verification method is available, contact your organization admin or our support team at support@zohoaccounts.com.
I don’t have access to the mobile number
  1. Click Try other options to use a different verification method available for your account.
  2. Once you’ve signed in, add or update the correct accessible mobile number in your account so you don't face issues the next time.
  3. If you still can't access your account, contact your administrator or our support team at support@zohoaccounts.com.
I don’t know the mobile number
  1. See if you can identify the mobile number using the semi-hidden mobile number shown on the page.
  2. Click Try other options to use a different verification method available for your account.
  3. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.

Passkey

I don’t know how to use passkey
To sign in on a device where passkey is synced
  1. Enter your username on the sign-in page and click Next.
  2. When prompted, verify using your device's screen lock. Once verified, you will be signed in.
To sign in on a device where passkey is not synced
  1. Make sure Bluetooth is enabled both on the mobile device where the passkey is synced, and on the device where you're signing in.
  2. Enter your username, then click Next. A prompt will appear asking how you want to authenticate.
  3. Select the option Passkey from nearby device/A different device.
  4. Scan the QR code using your mobile device's camera.
  5. When prompted, verify using your device's screen lock. Once verified, you will be signed in.
Unsupported browser
  1. Use a supported browser like Chrome, Safari, Edge, or Firefox. See supported browser and versions
  2. Update your browser to the latest supported version.
  3. Click Try other options in the sign-in page to use a different verification method available for your account.
  4. If the issue persists, contact our support team at support@zohoaccounts.com.
Passkey sign-in failed on Mac
  1. Ensure your browser is updated to the latest version (Safari 16 or above is required for passkeys).
  2. Sign in to Mac using the same Apple ID where the passkey is synced with. Passkeys are stored in your iCloud Keychain. If this is disabled, your Mac cannot retrieve the passkey. To enable it:
    1. Go to System Settings > Your account name > iCloud.
    2. Click Passwords & Keychain and ensure Sync this Mac is toggled ON.
  3. If the issue persists, Click Try other options to use a different verification method available for your account.
  4. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.

OTP Authenticator

I don’t have access to OTP authenticator app
  1. Click Try other options to use a different verification method available for your account.
  2. Once you’ve signed in, reconfigure the OTP authenticator in your account so you don't face issues the next time.
  3. If you still can't access your account, contact your administrator or our support team at support@zohoaccounts.com.
Getting Incorrect OTP error
  1. Ensure your device time is set correctly and synced automatically with your network. View device-specific instructions
  2. Try entering the new code shown in your app, as the previous code may have expired.
  3. If you still can't access your account, contact your administrator or our support team at support@zohoaccounts.com.

Security key

I don’t have the security key
  1. Click Try other options to use a different verification method available for your account.
  2. Once you’ve signed in, add or set up a new security key in your account so you don't face issues the next time.
  3. If you still can't access your account, contact your administrator or our support team at support@zohoaccounts.com.
My security key is not working

Follow these steps if the security key isn't recognized or not working:
  1. Insert the security key and confirm the LED turns on. If not, try flipping it over, as some USB ports are oriented differently.
  2. If your security key is blinking continuously, unplug it and try again.

To check whether your security key 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.
If the issue persists, Click Try other options to use a different verification method available for your account.
If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.
I don’t know how to use my security key
  1. When prompted, insert your security key into the USB port (or) if you're on a NFC-supported mobile device, tap it against the NFC-detection area of your device.
  2. Wait for the light on the security key to flash. Touch the gold sensor or press the button on the key to complete the verification.
  3. If your browser shows a popup asking for permission to access your "Security Key" or "Security Component," click Allow or OK.
  4. If you are using a mobile device, hold the key near the top-back of your phone until the "Success" message appears.

OneAuth - push notification

Not receiving push notification
  1. Ensure notifications are enabled for the OneAuth app on your device. Refer to our help article to troubleshoot notification issues.
  2. Ensure your phone has an active internet connection.
  3. Try signing in using OneAuth’s alternate verification methods:
    1. Click Enter OTP to use Time-based OTP (TOTP) from OneAuth.
    2. If you're unable to use TOTP, click Scan QR code instead on the TOTP screen.
  4. If you cannot use OneAuth for verification, click Try other options to use a different verification method available for your account.
  5. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.
Approving push notification doesn’t do anything
  1. Ensure your phone has a stable data or Wi-Fi connection and retry the sign-in request.
  2. Ensure you are using the latest version of OneAuth.
  3. Try signing in using OneAuth’s alternate verification methods:
    1. Click Enter OTP to use Time-based OTP (TOTP) from OneAuth.
    2. If you're unable to use TOTP, click Scan QR code instead on the TOTP screen.
  4. If you cannot use OneAuth for verification, click Try other options to use a different verification method available for your account.
  5. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.
I don’t have access to OneAuth
  1. Click Try other options to use a different verification method available for your account.
  2. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.

OneAuth - TOTP

Approving push notification doesn’t do anything
To view your TOTP in OneAuth:
  1. Open the OneAuth app on your device.
  2. If OneAuth TOTP is your preferred method:
    1. In the MFA tab, tap View OTP.
    2. Copy the Time-based OTP (TOTP) shown and enter it on the verification page.
  3. If OneAuth push notification or scan QR is your preferred method:
    1. In the MFA tab, tap Sign in another way.
    2. Copy the Time-based OTP (TOTP) shown and enter it on the verification page.
Getting Incorrect OTP error
  1. Ensure your device time is set correctly and synced automatically with your network. View device-specific instructions
  2. Click Scan QR code instead as an alternate verification method in OneAuth.
  3. If you cannot use OneAuth for verification, click Try other options to use a different verification method available for your account.
  4. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.
I dont have access to OneAuth
  1. Click Try other options to use a different verification method available for your account.
  2. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.

OneAuth - Scan QR

I don’t know how to scan QR
To scan the QR code using OneAuth:
  1. Open the OneAuth app on your device.
  2. If scan QR is your preferred method:
    1. In the MFA tab, tap Scan.
    2. Scan the QR code displayed on your screen.
  3. If TOTP or push notification is your preferred method:
    1. In the MFA tab, tap Sign in another way.
    2. Tap Scan QR instead to scan the QR code.
  4. Alternatively, on the latest versions of OneAuth for Android and iOS, tap Scan any QR in the MFA tab.
I dont have access to OneAuth
  1. Click Try other options to use a different verification method available for your account.
  2. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.

Backup code 

I don’t remember saving my codes / I don’t remember where I saved them
  1. Check your "Downloads" folder or search your device storage for "Recovery Codes"
  2. If you cannot find the codes, click Try other options to use a different verification method available for your account.
  3. If you manage to regain access, generate new backup codes and store them securely.
  4. If you still can't access your account, contact your administrator or our support team at support@zohoaccounts.com.

Passphrase

I don’t know what a passphrase is
  1. A passphrase is a secure phrase that you set during OneAuth configuration and can be used to recover your account.
  2. If you don't remember your passphrase or haven't set one before, click Try other options to use a different verification method available for your account.
  3. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.
I don’t remember my passphrase
  1. If you use a password manager or a secure vault, check if you saved your "OneAuth Passphrase" there.
  2. Click Try other options to use a different verification method available for your account.
  3. If you are unable to complete the verification, contact your administrator or our support team at support@zohoaccounts.com.


Additional Verification

Why am I asked to verify?
  1. This is a security layer that triggers when a sign-in looks different from your usual behavior. 
    Common Triggers:
    1. Signing in from a new location or city.
    2. Using a new device or browser.
    3. Connecting via a VPN or a different internet provider.
  2. What to do: Complete the verification using any of your configured methods to trust this new session. Learn more

Domain verification

Getting error - Domain ownership not proven yet
  1. Ensure the TXT or CNAME records provided by Zoho are added correctly in your Domain Manager.
  2. DNS changes can take anywhere from 30 minutes to 48 hours to reflect globally. Click Verify again after some time. Wait for the propagation.
  3. If the issue persists, contact your administrator or our support team at support@zohoaccounts.com.
Getting error - Maximum number of emails limit reached. Try again later
This error occurs when the instruction email is requested multiple times within a short period.
What to do:
  1. Wait for some time before requesting another verification email.
  2. Check your inbox (and spam/junk folders) for previously sent emails before requesting a new one.
  3. If the issue persists, contact your administrator or our support team at support@zohoaccounts.com.