Verifying your account via one-time password (OTP)
Zoom has implemented a one-time password (OTP) security feature, also known as a verification code, to mitigate account hijackings due to compromised or weak credentials and help keep your account more secure. An OTP is a time-sensitive verification code that is sent to your email inbox, in which you must enter that verification code in Zoom to verify that it’s you. An example of when Zoom may send you an OTP is when it detects a suspicious login, such as from a different location or device than normal.
Note: This security feature applies to user accounts who use email and password as their sign-in method (as opposed to single sign-on, Google, Facebook, or Apple ID) and don’t have two-factor authentication (2FA) enabled.
This article covers:
- Frequently asked questions about one-time passwords (OTP)
- Troubleshooting issues with one-time passwords
Frequently asked questions about one-time passwords (OTP)
I received the error message "We detected an unusual sign-in from a device or location you don't usually use." What does this mean?
Zoom has detected a suspicious login, and to help keep your account secure, sends a verification code to your email that you must enter in Zoom to verify it's you.
Why am I being asked to input this verification code?
Zoom will send an OTP code to your email if we detect a suspicious login which could be due to a user logging in from an unknown or not often used location, method (web or Zoom Client), browser, or device. You may also receive a verification code to your email if you forgot your Zoom password and need to reset it.
I did not try to sign in to Zoom, why am I receiving an OTP email?
If you received an email asking you to enter an OTP and you haven’t tried logging in, it could mean that someone else is trying to gain access to your account. We recommend you report this login to us by clicking the link in the email and changing your password. We also highly recommend enabling two-factor authentication (2FA) to further protect your account.
The following image is an example of an email with a verification code and the location of the link to report the log in to Zoom if it wasn’t you.
How do I disable login verification codes?
Zoom uses verification codes to help keep your account more secure. While you can’t disable the one-time password feature, there are other actions you can take:
- Set up two-factor authentication (2FA)
- Switch your login method to use Google, Apple, or Facebook
- Set up single-sign on (SSO)
Troubleshooting issues with one-time passwords
Did not receive the verification code email
If you are not receiving the OTP emails in your inbox, search your spam folder as sometimes the emails end up there. Learn more about troubleshooting issues related to not receiving emails from Zoom.
If none of the above steps help, submit a request to Zoom Support.
Don’t have access to the email where the verification code is sent
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