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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

Thank you! That is great news.

Hi Brandon,

Temporarily disabling OTP on a global basis simply is not good enough.

You,  ZOOM, have actually disabled proper access to our PAID licenses without

ever notifying us, and, to make things worse, you are NOT sending out the verification

email-messages. This is an utter disgrace, and constitutes a breach of contract from

ZOOM's end.

We have now spent hours and hours trying to find out what really happened - with our

users not being able to use the PAID licenses. Are you going to reimburse us for all the

time spent, and all the aggravation you have caused?

Peter van Velzen, NL.

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello @FHM , 

 

 That is a conversation that you should have with your AE from Zoom. This is not the correct forum for a conversation as such. 

 

Thanks, 

Brandon 

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

Hi Brandon,

Thank you for your response, but, no, sorry, not so helpful.

Who decides what can be posted on this forum? You? Zoom?

 

Zoom has effectively robbed us from properly using our licenses, by introducing

what Zoom calls a 'security-measure' - an OTP based on an alledged suspicious login.

This is because the emails with the login verification code were simply never sent

by Zoom - so testifies my external, third-party email-filter.

 

And this issue is now deemed Resolved ? By disabling, globally, this OTP-feature?

Come on, you must be capable of doing better than that  !

 

BTW: I have always been a true believer, advocating Zoom over anything else.

 

Peter van Velzen - NL.

Hi Peter,

 

I'm the original poster of this topic. We haven't encountered any issues since the OTP feature was disabled yesterday. It will take few days to know for sure if the OTP emails due to unusual login actually stopped.

 

It's not exactly clear from the two messages you have posted what kind of problems you are still having. I would like to know since it may affect us as well. Can you please provide more details about what problems you are still having? Thank you.

Hi LeopoldJ,

 

Thank you for reaching out, and thank you for initiating this thread in the first place.

I do not know where you are located - I am in The Netherlands, Europe.

 

Our problems went away only a few hours ago, after suffering multiple days where

our Zoom licenses were largely inoperable. I guess when Zoom disabled this so-called

security feature, it took a while before the new status rippled through to the rest of the

world ..... What I do know, for certain, is that Zoom never sent out these login verification

email-messages - running through the logs on our externally hosted, third-party email-

filter (aimed at blocking spam), no trace could be found of these login verification messages.

Perhaps this type of messages were sent out elswhere, but certainly not here.

==

What bothers me is the fact that Zoom, at the expense of its current customers,

and without notifying anyone, changes the EULA. I am in the midst of exchanging

hardware within one of the institutions we administer - exchanging fixed workstations

with laptops - with all of these devices having been used within the same environment,

on the same domain, within the same IP-ranges, using the same Zoom-credentials -

and all of a sudden, the Zoom-logins from within our office-environment are deemed

''suspicious''.  Now, I do not know what AI Zoom is using to decide that the login-

attempts are, all-of-a-sudden, suspicious, but they are definitely legit.

 

The condescending comments from the so-called Community Champions are then

just the icing on the cake:

* jeremyjustin: 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 -

* Brandon:I did some more digging on this. I was not aware, but apparently, there is a lot

of user chatter about this -

= these statements reveal the real purpose of this 'security feature': selling more licenses,

and coercing existing users into this mold. These Community Champions are clearly not

interested in building a community, and caring about the issues encountered - wolves in

sheep-clothes, it would seem to me.

 

Unfortunately Zoom is turning into a company with greed and profit as main drivers,

which is also clear from the recent time-limitation Zoom has imposed onto 1-to-1 sessions.

 

I fear Zoom will do this again. They will introduce new 'features', and try to sell them as 'uniforming' or as 'security improvements' - disrupting the day-to-day operations of their customers, and downplaying the aggravation caused as 'chatter', and trying to sell you

a few extra licenses on-the-side. The first problem we will encounter, soon, again, is when

Zoom will re-activate OTP - they have only de-activated OTP on a temporary basis .....

--

I consider the Zoom-technology as superior to Teams, especially in the area of

audio - where it counts, in meetings, is in the audio area - the rest is of less importance.

To the users we support the intelligent user-interface is important: it is simple, yet complete.

However, if Zoom keeps up this attitude of neglecting its existing customers, a lot of us

will have to turn to Teams - we cannot go through these pains again and again, while,

at the same time, being belittled by our Community Champions.

 

I know, ranting .....

Best regards,

Peter.

The OTP is back on.

I can confirm this. Just failed to log in to an account that I am about use as host (without access to the email in question) tomorrow. I am pretty "papa oscar" about this. There should be an option to disable this "feature" in the web interface for good.

Hello,

 

One of our users experienced the "unusual sign-in detected" issue along with the OTP prompt. So, does this mean that OTP has been re-enabled?

Are you sure it's still turned off? We are still encountering users in our org ( EDU license) that are experiencing the OTP verification requests last week and this week too. 

My organization experienced this OTP issue for the first time this morning, and it caused a major problem. It does not seem like it is disabled anymore.

 

Our situation is the same as the original poster and several of the other posters. Meeting hosts log in to a shared account with a license to initiate a meeting from several different computers. This has never been a problem until now. Early this morning, I tried to initiate a meeting from the same computer that the MAJORITY of our meetings are hosted from and it requested a OTP to be entered. But unfortunately emails go to our office manager who wasn't even in for the day yet, so it was impossible to get the needed OTP. Generally, the people hosting are going to have no access to our office email account where the emails are sent.

 

We can't just leave the computer logged in all the time because as soon as another host logs in to another computer the original computer gets logged out.

 

We can't use multiple logins (each with their own email account for OTP) because we need to share licenses and as far as I know there is no way to share licenses between Zoom logins,

 

This a major problem for us, and we would request that this feature be turned off again globally, that you provide a way to opt out, or you find a way that it would be able to be consistent with this use case (multiple people logging in under same shared Zoom account with email account not accessible to those people). There's also no reason it should have considered the computer/location that uses Zoom the most as an unusual login.

 

Thank you.

Our company has also been experiencing the same problem, including this morning.  If the OTP is not eliminated we will also have to cancel our multiple Zoom licenses.

Hi, Angie here writing from Singapore.  We are experiencing the same issue here.  Our Zoom account is a corporate one like many of you here.  Been using the SAME PC to log in for the past year with no problems and then all of a sudden yesterday...BOOM...this notice comes up.  It is SO frustrating as I'm a teacher with 3 to 4 virtual classes a day.  All the other teachers faced the same problem.  

 

I have a class in 1/2 an hour and am still not able to get in. 😠

 

 

Zoom has stolen a page from Netflix by cracking down on account sharing (under the disguise/pretext of "security") using the OTP method to inconvenience people. After all, they are soon going to be irrelevant as the world moves on from post COVID and they have to recover from  their tanking shares. 
Luckily for our education institution, Zoom was just a bridge gap during COVID era and will be phased out by end of the year in lieu for MS Teams that's already available to us for "free"

Hello,

 

Any update on this? Still asking for OTP until now. Can we please have the option to disable it??

 

Thank you!

Please put in a ticket request that it be disabled for your account.  You'll need to provide your use case as to why 2FA isn't an option

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

Zoom just asked me to key in my OTP on 3rd of Jun 2022.  Di you just enable it again?  

Sorry, we're still getting the messages requiring a code to log in from a "suspicious" source. Our teachers are having to text an admin to get the code when they log in. And it's unpredictable - sometimes the code is required, sometimes it is now.

Probably mine would be the weirdest issue on the earth. Its asking for OTP when I login using the same device from a different location. How do I even work from anywhere. It doesn't fit my requirement and there is no solution to disable this

It's still a a serious problem for us!

Brandon - this just started happening to our account about a month ago and continues to this day (I am in Canada).  Like many on here we are a non-profit teaching organization and this has been a nightmare for us!  Have you re-introduced OTP?!?

Have you tried using the "claim host" feature rather than having your hosts log into the Zoom accounts? We finally thought of that and it seems to be a great solution - does away with the OTC issue and keeps our accounts more secure.  https://support.zoom.us/hc/en-us/articles/205172555-Using-your-host-key 

Thank you so much for this suggestion!  We experimented with this solution, and it seems like it's going to work for what we need.

Hello,

 

Has the OTP been active back? Just today (2022-07-26) I had an issue with that. 

This makes impossible for us to work with Zoom, since only one person has access to the registered email.

 

Please disable OTP or allow user to do so.

Thanks.

Try the "Claim Host" approach - no one will need to log into your Zoom accounts. If you search for "claim host" in this forum, you'll see more info & answers to questions about it. It is working for many of us who are in the same spot as you are.

Hi Brandon,

 

We are still having OTP issues with our Zoom accounts.

Good afternoon - Did Zoom reenable this function?    The OTP is creating a lot of challenges among our team and we will need to find another platform if this is a permanent feature.

Try this - it is a great option for us and for others here. You can search this forum for "claim host" and see what others have said / answers to some potential questions: https://support.zoom.us/hc/en-us/articles/115001315866-Claiming-host-privileges-in-Zoom-Rooms-with-t...

 

This doesn't help us because we don't want all the attendees to be able to join before the host. We want them waiting in the waiting room until the host is ready. If we do the claim host option than we have to allow "join before host".

True.

Hi lwood83

Our church administrator solved this by creating a whole new email account for the sign in for our organization's zoom account.  He worked with the Zoom rep to change it.  This is not the main church email or any of the staff's email, simply for Zoom.  He gave the sign in credentials for that email to those of us who use Zoom to run meetings, workshops, and retreats via Zoom.  So, no one need have the secure email for the church and so far, it's working well.  If we get the OTP code request we can easily access that email and log into Zoom.  Maybe this will work for others.

I got the same issue here we're going to use another tools for online meeting. Zoom is not convenience anymore.

Try this: Have you tried using the "claim host" feature rather than having your hosts log into the Zoom accounts? We finally thought of that and it seems to be a great solution - does away with the OTC issue and keeps our accounts more secure.  https://support.zoom.us/hc/en-us/articles/205172555-Using-your-host-key 

This is clearly not meeting the need of many of your customers. It's a royal pain - please please put in a way for the admin to disable this.

dflinton
Attendee

I am also having this trouble where we pay the expensive Pro and webinar accounts and allow users to login to them. We don't need 40 pro accounts neither could we afford that, our three accounts are used just enough that its perfect. Until the OPT was enabled. Those users don't have access to the email account that the OTP password is sent nor should they.  Can you please disable this feature. 


Don

Hi all, I hope this lands in the right place. Wanted to share that through a Zoom chat today (6/1/22) I asked this was removed from an org's account. Here's the response from the Zoom rep:

This feature is designed to avoid fraud and abuse. Only if an account has a legitimate use case where they can not use SSO, Two Factor Authentication, or OTP, we can request an exception to whitelist this account for OTP, however, submitting a request to have OTP disabled and that it is subject to review and approval by the right department, and it can NOT be guaranteed.

😐I'll let you know what we hear back and if the request is granted. It was initiated in chat and then the rep. submitted a ticket and provided a ticket number. You might save yourself some time just by going straight to "submit a ticket."

Thanks for that, i  may end up trying it with something like; The legitimate use case is we have multiple remote users and zoom hasn't figured out how to set an allow bit to make them authorized users. These users are from varying  backgrounds and may not have access to a cell phone for for a 2fa setup, but that's irrelevant because zoom doesn't have that ability. The OTP change disrupts our work flow we have had for 2+ years now and should be disabled. Its obviously editable thus the whitelist, allow users to check yes or no in their account set it to default yes. 

Thanks.

Don

NWSS_IT_Admin
Attendee

Hi All,

 

I raised a ticket (#14280083) with Zoom in early May, when the OTP prompt first appeared. The Zoom agent confirmed that the OTP requirement had been "temporarily disabled". Here is the latest response (received May 30th):
"I can confirm that our team has temporarily disabled OTP globally as we re-evaluate the feature. For the time being, OTP has been removed on login. We aim for the best solution/configuration for all our clients, including yours and we do value your feedback.
 
Moreover, please know that Zoom users will be notified in advance once this feature goes live again. 
 
Also, please know that Zoom detects a suspicious login when a user logs in from a different country or device than usual, among other factors. While we're unable to disclose or provide additional information on how this security feature works. With that, please know that Zoom welcomes feedback from our users and I would recommend filling out our feedback form here: https://zoom.us/feed so our Product Team can review your feedback."

However, I have still received no satisfactory answer to my question "what constitutes a suspicious sign-in?" It seems that everything does! Also, if I enable VPN, then all my attempts at signing-in will be deemed suspicious. Basically, if Zoom re-enables OTP, then no-one will be able to use Zoom over VPN.  It seems as if Zoom has not really thought this through.

We had the OTP issue today (6/1/22), so it's not currently globally disabled and we received no notice that it was reactivated.

pjkundert
Listener

We're having issues across several accounts now, too.  Multiple people globally are responsible for maintaining a paid Zoom Webinar at various times during the day, and they can no longer log into maintain the session.