Frequently Asked Questions

Email Address

  • Why do I need an email address?

    Any new user who wants to register with Zoho needs to enter their email address. We will send you important notification emails from various Zoho services.Also, you can use your email for password recovery and other authentication purposes.

  • How can I edit my primary email address?

    1. Log in to your Zoho account and click the My Profile Info tab.
    2. Click Email Address.
    3. Click the Edit option on the right.
    4. Enter your new email address and current password and click Update.
    5. A confirmation email will be sent to the new email address.
    6. Click the confirmation link to activate your account.
  • Can I add a new email address to my Zoho account?

    Yes, you can add a new email address while also retaining the existing one.

    1. Log in to your Zoho account
    2. Click the My Profile Info tab.
    3. Click the Email Address link and then select the Add Email button on the right.
    4. Enter a new email address.
    5. It will be added as a secondary email address.
  • How do I make a new email address or a secondary email address the primary email address?

    1. Add the new email address by following the above FAQ.
    2. Click the Make Primary option to the right of the new address.
    3. Enter your account password and click Make Primary.
    4. The new email address you entered will now be the primary address.
  • How can I remove a secondary email address?

    1. Log into your Zoho account.
    2. Go to My Profile Info and click Email Address.
    3. Click Remove in the Secondary Email section.
  • I did not receive a confirmation email after setting up my account with Zoho. What should I do?

    Sometimes the confirmation email we send during the registration process doesn't make it to the new user's inbox. This may be due to one of the following reasons:

    • You provided an incorrect email address.
    • The email was flagged as spam.

    There are two ways to resend the confirmation email:

    If you are already signed into your Zoho account:

    1. Go to the My Profile Info tab and click Email Address.
    2. Check that you have entered the correct email address.
    3. If the email address is incorrect, click Edit and correct the email address.
    4. Enter your current password in the text box and click Update.
    5. If the email address is correct, click Resend Confirmation Mail and click Send Mail.

    If you are signed out from your Zoho account:

    1. Log into your Zoho account.
    2. You will be redirected to the Verify email address page to activate your account.
    3. If the email address is correct, click Send Verification Email.
    4. If it is incorrect, click Edit, enter the correct email address and then click the Send Verification Email option.
  • I get an "Invalid Confirmation!" message when I click the link provided in the confirmation email. What's wrong?

    New users signing up for Zoho services must click the confirmation link within 30 days of receiving the email. If you click the confirmation link after 30 days, you will see an "Invalid Confirmation!" message. In that case, confirm your email address again by resending the confirmation link to the email address you used to set up your Zoho account. If you still face issues with confirmation, contact Zoho Accounts support.

  • What is a primary email address?

    You can add multiple email addresses to your Zoho account, but you can only have one primary email address. All communication from Zoho will be sent to your primary email address. Make sure that your primary email address is an active email address.


  • How do I close my Zoho account?

    1. Log into your Zoho account.
    2. Click Preferences on your dashboard and then click Close Account.
    3. Enter your password, write a comment, and choose a reason.
    4. Click Close Account.
    5. Once you close an account, all the information associated with it account will be lost once for all, and it cannot be retrieved.

    Note: Only a Super Admin can close an organizational account.

    You can close an organization account only through Zoho services which have an admin panel like Zoho Mail.

    1. Sign in using Zoho Mail Suite.
    2. If your account has domains added to it, navigate to the control panel, then Domains and click Delete your Domain.
    3. If you don't have any domains added to your account, or once they are deleted, go to the control panel, then Dashboard and click Delete organization.
    4. Log out and go to this link to close your account.
  • Why have I been locked out of my Zoho account?

    To keep your Zoho account completely secure, we allow a maximum of 20 successful logins per day. Your account will be been locked if you have exceeded the limit for the day. The counter resets every day at 12:00 AM. If you need to access your account urgently, please contact Zoho accounts support.

  • I have closed my Zoho account. Can I access it again?

    No. As per our security policy, closed user accounts cannot be restored. All the information associated with your account will be deleted once the account is closed. You can sign up for a new account here.

  • How does the "Keep me signed in" option work?

    If you tick the "Keep me signed in" box, you will stay logged in even if you exit the browser and turn your system off. The session will expire after 7 days. If you leave the box unchecked, you will be logged in for a single session, i.e, if you close your browser, you will be logged out automatically even if you don't click Log Out.

  • How do I edit my personal details?

    1. Log into your Zoho account
    2. Click the My Profile Info tab and go to Personal information.
    3. Update your details and click Save.
  • How do I upload a profile picture for my Zoho account?

    1. Sign into your Zoho account.
    2. Select the tab that shows your name and email address.
    3. Click Upload a photo from your computer.
    4. Select a photo and click Upload.
  • How can I link my existing Zoho account to my social accounts such as Google or Facebook?

    1. Log in to your Zoho account and click the My Profile Info tab on the dashboard.
    2. Click Email Address.
    3. Click Add Email, enter the email address attached to your social media account and your current Zoho password.
    4. Your social account email address will be added as a secondary email address on your Zoho account.
    5. You can now sign into your existing Zoho account using your social media account.
  • How do I delete users from an organization account?

    1. Sign in to Zoho Mail as an administrator and click Control Panel.
    2. Click User details to open a list of all the users in the organization and whether they are active or inactive.
    3. To delete a user, select them from the list and click the X option to the right of that user.


  • I cannot create a new Zoho account. Why could this be?

    Account creation may be blocked for any of the following reasons:

    • Our service might have received automated requests from your computer or network if it is infected with a virus or spyware application.
    • Your connecting network might have been previously used by a spammer or infected. 

    Either of these reasons could prevent you from successfully signing up for a new account. Run an antivirus scan to ensure that your computer or network is not infected.

    If you are still not able to create an account with us, contact us at Zoho Accounts support and we will help you resolve the issue.

  • I cannot sign in to my Zoho Account. What should I do?

    Our service temporarily blocks users from signing in to Zoho services if it detects any threat in the network. We manually analyze the problem and If we find that there is nothing wrong in the network being used, we will enable the user's account after 24 hours. Reach out to the Zoho Accounts support team if you're facing such issues.

  • I forgot to sign out from my account while using a public computer. What should I do?

    1. Sign into your account from your personal computer.
    2. Click Active Sessions on the dashboard.
    3. Click Close all other sessions.
  • I have been asked for a verification code every time I try signing into my Zoho account. What is the matter?

    This happens when you do not check the Trusted Browser option. If you are asked for a verification code for the next sign in after checking the Trusted Browser option then you need to make some changes in your browser settings. Trusted browsers rely on information stored in the browser cookies. Your browser may be clearing cookies after every session.

    For Chrome:

    1. Go to chrome://settings/
    2. Click Show Advanced Settings.
    3. Click Content Settings under Privacy Select.
    4. Allow local data to be set (recommended) under Cookies.

    For Firefox:

    1. Click the menu button and navigate to Preferences.
    2. Click Privacy & Security and go to the history section.
    3. Use the Firefox will drop-down to choose Use custom settings for history.
    4. Tick the Accept cookies from websites check-box.

    For Safari:

    1. Choose Safari and click Preferences.
    2. Click Privacy.
    3. Select the Allow from websites I visit Cookies and website option.
  • Is my social media account (such as Google or Facebook) password stored in Zoho?

    No. Zoho does not store the user's social account password. We only store your email addresses which are required to identify you.

  • How can I see my activity history for my Zoho account?

    1. Sign into your Zoho account.
    2. Click the Activity History tab on your home screen.
    3. Your Zoho service activity and most recent accessed time will be displayed.

Two-factor Authentication

  • What is two-factor authentication?

    Two-factor authentication (TFA) is an additional identity verification step to secure your account from potential intruders. In addition to entering your login credentials, you  must also verify your identity by providing a biometric Face ID or Touch ID, confirm login via a notification on your personal mobile device, or submit a verification code sent to your mobile device.  For more information, you can check the TFA documentation.

  • How does the Zoho TFA function?

    When you try to sign into your account, you enter your email address and password. When two-factor authentication is configured, signing in will require an additional verification step via Zoho OneAuth, Google Authenticator, an SMS,  or phone call. Once you verify, you will be granted access to your Zoho account. For more information, you can check the TFA documentation.

  • How can I enable TFA for my Zoho account?

    1. Go to Zoho Accounts and click the Two-Factor Authentication tab.
    2. Select the method& by which you would like to authenticate your sign-in
    3. To set up the first four verification methods (Touch ID, Push Notification, Scan QR, Time-Based OTP), use the multi-factor authentication app Zoho OneAuth.
    4. You can also choose to setup TFA using Google Authenticator or by receiving SMS or a voice call on your mobile device. 
  • How can I disable TFA for my Zoho account?

    1. Go to Zoho Accounts and click the Two-Factor Authentication tab on your home screen.
    2. Click the slider button.
    3. Enter your password and click the Disable option.
  • What will happen if I do not check the Trusted Browser option?

    If you check the Trusted Browser option on the Sign-in Code Verification page, then you will not be asked for a verification code for the next 180 days, if you sign in to your account using the same browser on the same computer. If you do not check the Trusted Browser option, you will be asked for a verification code each time you sign in, regardless of the browser used.

  • I get an "Oops! We are confused" error when I sign in using Google Apps. How do I resolve this?

    If your email address has been changed in Google Apps, Zoho tries to make things easier for you by automatically updating your email address. But if another Zoho Account already exists for the new email address, the login session will fail. Now, you must choose to have a single google account you want to associate Zoho with.

    If you wish to associate your old Google account with Zoho:

    1. Log in to Zoho Accounts with your new Gmail address.
    2. Close this account permanently to continue with your old Zoho account.
    3. If you wish to keep the new account, please make sure that you remove the new email address from Zoho account and replace it with another email address.
    4. Once your new Zoho account has been updated with another email address, you will be able to access the account associated with your old Google account.

    If you wish to associate your new Google account with Zoho:

    1. Log in to Zoho Accounts with your old Gmail address.
    2. Click Settings.
    3. Select Linked Accounts.
    4. You will see the old Gmail address linked to your Zoho account.
    5. Click Remove OpenID mapping.
  • What are primary and recovery phone numbers?

    You can only have one primary phone number for your Zoho account, but you can have multiple phone numbers as recovery phone numbers. Use your primary phone number to sign into your account and use recovery phone numbers only to recover your account.

  • How can I change the primary phone number for my account?

    1. Go to Zoho Accounts.
    2. Click the Two Factor Authentication tab from your home screen.
    3. Click Add Phone (smartphone icon).
    4. Enter your phone number and click Text me.
    5. A verification code will be sent to your number. Enter the verification code and click Verify.
    6. Click Make Primary to make the number your primary phone number.
  • When I enter the Google Authenticator code, I get a message saying "invalid code", why is this? 

    This issue may occur if the time on your Google Authenticator app is not synced correctly. To sync the time:


    1. Navigate to Settings > General > Date and Time
    2. Turn on Set Automatically.


    1. Go to the main menu on the Google Authenticator app.
    2. Click Settings.
    3. Click Time correction for codes.
    4. Click Sync now.


  • If you have an Organization account, Zoho allows you to set your own password criteria for your employees. How do I enforce organization-level password criteria for my employees?

    1. Go to Zoho Mail's Control Panel.
    2. Fill in the Password Policy details you require and click OK.
  • How do I change my account password?

    1. Sign into your Zoho account.
    2. Click the Security tab on your dashboard and click Change Password.
    3. Enter your current password and new password.
    4. Re-enter your new password and click Save.
  • How do I reset my Zoho account password using my recovery email address/mobile number?

    If you have forgotten or lost your password, you can reset your Zoho account password using your recovery email or phone number.

    1. Go to Zoho Accounts.
    2. Click Forgot Password?
    3. Enter your registered email or mobile number and then fill in the CAPTCHA.
    4. Click Request.
    5. You can either choose Email me a link to reset my password or Text me a code to reset my password.
    6. Click Submit.
    7. If you have chosen the recovery email option, you will receive a link to your email address to reset your Zoho Account password.
      1. Log in to your recovery email address.
      2. Click Reset Password.
    8. If you have chosen the Text me a code option, you will receive a seven-digit verification code to your mobile number.
      1. Enter the verification code.
      2. Click Verify Code.
    9. Enter your new password.
    10. Click Change.

    Note: You can choose to terminate all of your active web browser and mobile app sessions.

  • How do I reset my password if I can't access my recovery email address/mobile number?

    We have required Zoho Accounts users to provide their mobile number or secondary email address as a recovery option.

    • If you can't access your recovery option and you are a personal user or an Org admin, please contact Zoho support.
    • If you're an Org user, please contact your Org admin to reset your password.
  • How do I reset my Org user's password?

    If you're an admin for your Org account, you can reset your Org user's password by following the instructions given below:

    1. Navigate to the admin control panel.
    2. Click User.
    3. Click the user to change their password.
    4. Click Reset Password.
    5. Reauthorize yourself to reset your user's password.
    6. Click Reset Password.
    7. You will receive a one-time password. Share the password with your user so they can log in to their account and reset their password.


    • You can check Notify user to send the one-time password to your user's email.
    • Resetting the user's password will terminate all of their active web sessions.


  • What is MFA?

    • Multi-factor Authentication (MFA) enhances the security of your Zoho account and protects it from password breaches. Accounts secured with login credentials only can easily be compromised, so we have introduced MFA to protect your Zoho account.
    • With MFA, you have to provide additional information such as biometric Face ID or an OTP (One-Time Password) to log in to your account using OneAuth app.  
  • How do Touch ID and Fingerprint access work in OneAuth?

    Touch ID on iPhone and Fingerprint on Android are biometric verification systems that scan and verify your fingerprint.

    1. If you choose this mode of authentication, you can sign in to your Zoho account using your fingerprint. If you have already configured your fingerprint on your device, place your finger on the device's home button (iOS) or scanner (Android) to verify it and log you into your account. 
    2. If you haven't yet configured, then you will have to do so and then set it up on the OneAuth app.
  • What are the primary and secondary devices in the OneAuth app?

    • You can install the OneAuth app on multiple devices and designate one of them as your primary device and the others as secondary devices. This is useful when you don't have the primary device with you but need to log into your Zoho account.
    • If you only have one mobile device set up, it will be your primary device by default. You can view your device details on the Devices tab.
  • What is Location Sense?

    Location Sense is to add a network area that you can trust completely as a SafeZone, such as your office or home. If you set up safe locations or SafeZone, the next time when you attempt to access your Zoho account from them, you will be automatically signed into your account.

    To set up a safe location in the OneAuth app:

    1. Open the OneAuth app

    2. Navigate to More

    3. Click Location Sense and then Add a SafeZone

    4. Select the place you want to set up as a SafeZone by pressing the location marker.

    Location Sense is available only if you choose Push notification for verification in OneAuth app.

    Note: For automatic sign in, the device in which you have installed the OneAuth app should be within the SafeZone or else the automatic sign in won't work.

  • What is a Restrict sign-in? 

    • If Restrict Sign-In is enabled, all future sign-in attempts to your Zoho account will be automatically blocked. Use this feature if you suspect that your account has been compromised, or if you are on an extended vacation and know you won't be accessing your account. 
    • When you need to sign back into your account, you will have to disable this feature in the OneAuth app. If you've uninstalled the OneAuth app without disabling the Restrict sign-in, then you will have to contact Zoho Support to access your account.
  • Do Android devices support Face ID?

    No, the Android OS doesn't currently support facial recognition

  • What is OneAuth?

    OneAuth is the new multi-factor authentication app from Zoho created to add an extra layer of security to your Zoho account and protect it against password breaches. The app lets you enable MFA to secure your account.

  • My phone doesn't have internet, can I still access my Zoho Account?

    Yes, you can. When you try logging in to your account in a browser, an offline verification option will appear on the intermediate verification page after a 90-second timeout. 

    1. If you can't connect your mobile phone to the internet open OneAuth app and click the Offline Access.

    2. Click Offline verification in the device in which you have to sign in, to be redirected to a page with a QR code. 

    3. You can either scan the code using your phone clicking Scan QR code or enter the code manually by clicking Problem Scanning?.

  • Do I need my phone to sign in?

    Yes. If you have enabled MFA in the OneAuth app on your phone, you need your mobile phone to sign in. If you have not enabled MFA, you can sign in using only your credentials, but we recommend using the OneAuth app to improve your account security.

  • How to use backup verification codes to sign into my Zoho account through OneAuth app?

    Backup verification codes are an alternative way to sign into your Zoho account if you can't access your phone. 

    To sign in to your account using backup verification codes:

    1. Enter your login credentials and click Sign in. 

    2. Select can't access your phone at the end of the page. 

    3. Choose I already have the one-time backup verification code in the pop-up screen and click Proceed.​

    4. Enter the backup verification code and click Verify Code.

  • Can I remove a device from my active sessions?

    Yes, you can view the active devices which are logged into your Zoho account in the Active Sessions section of the app. If you want to remove a device, you can remove it from the Active Sessions in your Zoho account. 

  • How do I regain access to my Zoho Account if I had uninstalled the OneAuth app or lost/changed my device without disabling MFA?

    • Before uninstalling the OneAuth app, you must disable MFA in your device or else you will be locked out from your Zoho account.
    • If you've uninstalled the OneAuth app without disabling MFA or lost/changed your device, go through this manual to regain access to your account.