Zoom has implemented a one-time passcode (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 or a push notification on your device, which you must enter 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 passcodes (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?
  • Why am I being asked to input this verification code?
  • I did not try to sign in to Zoom, why am I receiving an OTP email?
  • How do I disable login verification codes?
• Troubleshooting issues with one-time passcodes
  • Did not receive the verification code email
  • Don’t have access to the email where the verification code is sent

Frequently asked questions about one-time passcodes (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 or device 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 or device if we detect a suspicious login which could be due to a user logging in from an unknown or rarely used location, method (web or Zoom client), browser, or device. You may also receive a verification code 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.

How do I disable login verification codes?

Zoom uses verification codes to help keep your account more secure.

If you are on a Basic (free) account, you cannot disable the OTP requirement, but you can switch your login method to use Google, Apple, or Facebook.

If you are on a Pro, Business, Enterprise, or Education (paid) account, you can choose any of the following options:

• Switch your login method to use Google, Apple, or Facebook
• Disable the one-time passcode security feature (OTP)
• Set up two-factor authentication (2FA)
• Set up single-sign on (SSO)
  Note: SSO is only available to Business, Education, and Enterprise accounts.

Troubleshooting issues with one-time passcodes

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 those steps resolve the issue, submit a request to Zoom Support.

Don’t have access to the email where the verification code is sent

If you no longer have access to the email inbox where the verification code is being sent, submit a request to Zoom Support.