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How to disable login verification code

leopoldj
Attendee

We have a Zoom account that is shared by several people to host meetings. When logging into Zoom it often thinks that there is an unusual login and the hosts are asked to enter a verification code (please see screenshot below). The verification code is sent to the account email that these hosts have no access to. This is causing a lot of frustration and delays. Is there any way we can disable this logion verification? Thank you.

 

leopoldj_0-1643314139619.png

 

1 ACCEPTED SOLUTION

Subzer01
Listener
Listener

Hello,

 

With Client Release 5.9.0, Zoom added an additional security feature to protect the accounts of our customers. This feature is designed to avoid fraud and abuse. When attempting to log in from a different device/ location, Zoom will send a One Time Password (OTP) to the user's email.

If for any reason, you are having issues logging in because of the feature above, please contact support so they can investigate and provide solutions as necessary.
Support can enable their 2FA in order to bypass the security feature mentioned above so that users can temporarily log in to their account.

 

Thanks,

Allan

View solution in original post

153 REPLIES 153

jeremyjustin
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi @leopoldj thank you for your post here on the Zoom Community! It looks like you may have Two Factor Authentication (2FA) enabled on your Zoom tentant. Assuming this account you are signing in with does not go through a corporate Single Sign On (SSO)  type login method, this setting can be modified in the Zoom portal. To modify this setting, an admin or the tenant owner can sign into the Zoom web portal, click on "Advanced" and then "Security"

jeremyjustin_0-1643315083593.png

If you scroll down a little bit there is an option to enable/disable Two-Factor Authentication

jeremyjustin_1-1643315122270.png

 

Here is a support article with more information in case it helps! 

https://support.zoom.us/hc/en-us/articles/360038247071-Managing-two-factor-authentication-2FA-

 

If this has answered your question to your satisfaction, please click the "Accept as Solution" button below but if not please reply and we can continue the  discussion. Thank you!

Hi. This is not related to 2FA. We don't have 2FA enabled. This issue is about Zoom thinking at times that there is an unusual login attempt. Sorry, I wasn't very clear about that. Let me modify the question. Thank you.

jeremyjustin
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Thank you @leopoldj I appreciate the extra details. Ok, this referred to as One Time Password or OTP.  OTP is a security feature that Zoom implemented to help protect Zoom customers who use the work email and password log on type without Two Factor Authentication (2FA) enabled. If Zoom detects that a user is logging into their account from an unusual or unknown location, Zoom will send the user an email with a One Time Password to enter into Zoom before they can access their account. By doing so, this will potentially cut down account hijackings due to compromised or weak credentials.

 

So basically this is a security feature built into the system and not something you can disable. 

 

By the way, it would be great if we could have you work with sales to acquire some more licenses so you don't have to share and run into these workflow snags 🙂

 

If this has answered your question to your satisfaction, please click the "Accept as Solution" button below but if not please reply and we can continue the  discussion. Thank you!

Thank you for the response.

 

We are an education company. We have about 12 paid licenses which is enough for the number of classes we run at the same time. However, we have about 30-40 instructors.  When an instructor is scheduled to teach a class we assign a Zoom user to them. They have the correct user ID and password but can't login because of the OTP issue.

jeremyjustin
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi @leopoldj I can definitely understand. Perhaps you could create a shared mailbox to receive those emails. I wish I could be more helpful but this is not a recommended solution as I'm sure you can understand. But thank you for using Zoom to teach and we appreciate your input here on the community! 

 

If this has answered your question to your satisfaction, please click the "Accept as Solution" button below but if not please reply and we can continue the  discussion. Thank you!

How do we change the email that these notifications will be sent to?

The OTP is definitely inconvenient and unnecessary. 

This is not an adequate solution.  Zoom needs to fix this!

We have the exact same issue.  Multiple instructors all over the country using our Zoom accounts to teach classes.  We need the control and don't want them using their personal zoom accounts.  We then send the invitation to all the students.  This OTP and 2-step verification is overkill.  The Waiting Room is enough to keep unwanted people out of Zoom.

I have exactly the same issue. I am admin for a charity community of 400 members who need to be able to sign in to the shared Zoom account to start meetings. This is a potential killer for us! Until a week ago, we were quite happily sharing our account, then things all changed. It seems as if everywhere on the face of the planet except a few home locations is deemed "suspicious"! The so-called "AI" is basically just looking up a list of known IP addresses and not considering the fact that people tend to work in different locations. I don't understand why Zoom think this change is necessary. If Microsoft did it or my email provider adopted the same overzealous, paranoid policy, then it would sound the death-knell for mobile communications. A simpler and less drastic solution would be to just send an email to the account holder warning them that someone had signed in from a suspicious location (ie., no OTP) which is what other software vendors do. Apart from that, what if I use VPN? I will be sent a OTP everything I sign in. If zoom can't disable this ridiculous feature then I must cancel my license.

We have the same issue. We are a Non-profit education organization and already have multiple licenses - more than we need at any given time. We also have guest instructors who need to access these accounts - and sometimes outside of the hours that the employees with access to the associated email accounts work. 

 

I see that there is currently no solution available, I just figured I would add in that we are having the same issue because clearly this feature is not appropriate for all users. 

Please put in a support ticket requesting an OTP Exception for your account with your use case.

If my answer was helpful or solved your issue, please remember to like or mark the solution!

You need to change how your support system operates. I encountered this access issue after we (a small non-profit) had to change our hosting service and, in redoing all the email addresses on the new host, someone forgot about the one associated with our Zoom account. As a result, the first time someone tried to log on, the verification email bounced back undeliverable and Zoom blocked that address.

 

That meant nobody could log on, even after we recreated the email address on the new host. But when we tried to contact support, the chatbot kept saying we needed to log in to contact support...precisely what we could not do.

The only way this got resolved was because I made a mistake when the chatbot offered an alternative verification method and asked for the email address associated with the account. I made a mistake, and gave an email address associated with my position at the non-profit...but the bot sent a verification code, which I did receive because that email address wasn't blocked.

 

Only then could I get past the bot to a live chat person, who did resolve the issue but only after twice asking for information that was only available if I were logged in (Personal Meeting ID and Hostkey). Finally, she asked for our account number, which I retrieved from an old invoice.  She then unblocked the correct email address associated with our account, so we're all fine now.

 

It should not take a user MAKING A MISTAKE before one can resolve this issue.

FabioTomas
Listener

Hello, when this feature was implemented? I'm facing the same issue, there's no way to avoid these verifications?

Hey Fabio...same problem here...so far Zoom is not offering any satisfactory option either except disabling the OTP which could be a security risk>>>with many host on our meetings and the OTP giving a window of 10minutes to use I have no idea how we are supposed to negotiate this change to their settings.. good luck :):

 

There's a way to disable OTP? I'm trying to find.

No...Its a zoom security issue and they aren't offering any alternative.

JenniferLam
Listener

Hi,

 

I am struggling with the same issue!! We are a professional training company so we use Zoom to deliver online training sessions. Our licenses are shared between different trainers that deliver the session, some are in APAC, some are in Europe. So this warning comes up whenever a different trainer signs in!!! This is so inconvenient as we can't give access to that shared email to everyone...but they can't get the code when they want to login!

 

I know the purpose is to increase security but this is just too much! They are trying to stop us from sharing accounts!

 

Best regards

Jennifer

Hi Jennifer...have you tried the 2FA as a solution??? Its been suggested to me but I dont even know how this would help??

Terri

Hi Terri,

 

No, we don't even have the 2FA enabled. This is not related to 2FA at all

 

Thanks

Jennifer

leopoldj
Attendee

For those of you having the same issue, you can open a support ticket with Zoom and ask them to enable "allow login from multiple resources" feature in your account. They can do that in the backend. Once this is enabled, login verification will go away.

This unfortunately did not work. The Zoom agent said we could not avoid this, which is very frustrating as we also have multiple people logging into our multiple Pro accounts. We need to get a resolution to this issue, as it sounds like it's impacting many users!

how to open a support ticket to and ask Zoom to enable "allow login from multiple resources" feature in your account?

Hi there!  The option to 'allow login from multiple resources' does not affect or disable OTP.

 

OTP can be 'gotten around' by using login methods other than email/password, such as SSO, Google, Facebook or Apple ID.

 

If you are unable to use alternative sign-in methods, and have a use case for disabling OTP, please put in a support ticket requesting an exemption.

If my answer was helpful or solved your issue, please remember to like or mark the solution!

How do you even email support. I try to go through the website contact us and all i can find are articles. I tried emailing *********** and they all bounced back saying that email isn't monitored???

I manage like 6 different zoom accounts for various organizations with each having a handful of folks with access to the account, but NOT access to the email that gets the security message.  I'd love to have this disabled on these accounts. 

We decided to go with Zoom's "claim host" option - it's really easy and keeps our accounts more secure anyway, since teachers no longer need to log into them. https://support.zoom.us/hc/en-us/articles/115001315866-Claiming-host-privileges-in-Zoom-Rooms-with-t...

Hi.  Thanks for the suggestion - but are you saying that it is still only one person who can signin/log in, then they make someone else the host ? Does this solve everyone's problem?  Someone still has to log in right?  That's the problem - only one person can log in 

 

No one needs to 'sign in' when utilizing the host key - https://support.zoom.us/hc/en-us/articles/205172555-Using-your-host-key

 

You do need to set up your meetings to permit 'join before host' though.

If my answer was helpful or solved your issue, please remember to like or mark the solution!

Our folks are using the claim host feature successfully now it seems.  Glad I convinced them to do this.  Having multiple people with access to the email doesn't work well with gmail because gmail makes it difficult for folks to login without getting texted for verification. it might be a perfect solution if you set up an email account that doesn't require 2 factor verification.   

TSCAbj
Listener

Hello Everyone,

We had 2FA enabled to secure access to our account. I am the account admin and have disabled 2FA from the security settings but it is still requiring 2FA every time I log in. I have tried re-enabling and disabling this several times but this issue still persists. See the screenshots below.

Please, who knows how to truly disable this feature once and for all?

Thank you.

Hi,

Have you check if 2FA is enabled on that exact account? As an account admin, you can set the default settings but the user themselves can overwrite in their own account.

Best regards

Jennifer

Thank you Jennifer. I am actually referring to the admin account. I just logged in with that account on my phone to respond to this and had to go to the Authenticator to allow me log in. 
This is something I am experiencing directly. 
Thank you for your response. 

The original post is not about 2FA. It was about unusual login verification which looks similar to 2FA but a different issue. I suggest you create a new post and ask this question. 

TCHWCS
Listener

I'm late to this party but just started having the same issue. Small nonprofit, multiple accounts but multiple users per account. Did anyone ever find a satisfactory solution? The verification codes aren't even coming through when I can access the related email.  Incredibly frustrating!

We're having the same issue. A small non-profit - we need to share the Zoom accounts. At the moment, we set up the emails to get auto-forwarded to 2 of us, then the teachers needs to text us if they need a code. It's a pain.

 

DYO
Listener

is it possible to request Zoom to disable it ?

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello,
My name is Brandon. Thanks for joining the Zoom Community! This function is a security feature, so Zoom cannot disable it. Please see our blog on this subject that was published back on April 25th of this year.  https://blog.zoom.us/how-zoom-works-to-protect-your-account/

If this response was helpful for you, please do not forget to click on the accepted solutions button!

Well in that case, we will have no option but to cancel our subscriptions to zoom and go with Microsoft Teams instead. Zoom enabled the security feature, so why can't zoom just as simply disable it. It is causing havoc to many of your customers. Amazon, iTunes, apple, microsoft just issue emails with warnings when attempts to sign-in  from "suspicious locations" are made, so instead of blocking the attempt and sending a OTP, why not just do that? Apart from that, everywhere outside of the office has suddenly been decreed a suspicious location. What criteria does zoom use for a "suspicious location"?

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello @NWSS_IT_Admin,
I did some more digging on this. I was not aware, but apparently, there is a lot of user chatter about this. I am being told that if the Owner/Admin can provide Zoom Support in writing (support ticket) of the use case of why they cannot use SSO, 2FA, or OTP, we can potentially disable OTP on the account. Note, that this is not a guarantee, it will still be up for approval by our Trust and Safety team. Let me ask the moderators to submit a support ticket on your behalf. 

 

Anyone else on this thread, if you have a legitimate use case for the need to disable OTP from your account, please submit a support ticket and reference this thread. This will be reviewed on a case by case basis by the T&S team. 


Thanks, 

Brandon

If this response was helpful for you, please do not forget to click on the accepted solutions button!

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello,

 

Thank you for your patience. Our team has temporarily disabled OTP globally as we re-evaluate. For the time being OTP has been disabled on login.

 

Please try logging in again, and If you are still having difficulties logging in, please let me know.

 

Thanks,

Brandon

If this response was helpful for you, please do not forget to click on the accepted solutions button!