Emails withheld

pennyforthem

I have been with Zoho.com for many years, never had a problem, never had to verify being me. Out of nowhere they will not allow me to access my emails without putting in a verification number which is being sent to a phone number which I have not owned for a long time.

I managed to switch on my old phone and took a photo of my old number to verify it was mine and the top shows no network so it verifies everything that I have told them, and they have agreed that it was my phone number, but now I get a reply if I do not mention any of the above and just say eg why you're allowing me access to my emails? And they reply how to get a code sent to my phone number to verify my account but if I mention that they have already agreed I owned that number and do not any longer and that I am emailing them from the verification email address I get no reply at all!

I would just leave them, but I have very important medical emails and thing on the email address if they want to get rid of a free customer which I suspect is what the actual problem is they should just give a warning there email address will not exist after?

What options do I have, I require lots of my documents that they are withholding from me?

powerful_Rogue

Zoho seems to be a business platform?

eskbanker

They must have some sort of facility to change the phone number associated with an account, but you may need to phone them to arrange this if the automated authentication methods can't cope with this?

pennyforthem

I have sent them the photo of the number inactive on my old phone, they agreed it is the same number and will not allow any avenue to move forward from this!

pennyforthem

If I cannot access my account then I cannot change the phone number despite showing them the phone number was mine and using the email address used for verification!

OutdoorQueen

Not sure if this will help or not.  There is a section on this page that mentions what to do if you have  lost access to your mobile number and it directs you to the recovery process: 

https://help.zoho.com/portal/en/kb/accounts/faqs-troubleshooting/troubleshooting/sign-in/articles/troubleshoot-sign-in-related-issues

pennyforthem

Thanks but the email reset link does not work, and I have been emailing customer support they are the ones who will reply the phone verification method and ignore me if I mention they have already admitted I owned the number etc which is why I get the feeling they are trying to get rid of a free customer which is not how you do it especially when I have such important documents on that email address!

eskbanker

It sounds like it would be worth focusing very clearly on getting them to change the number associated with the account, rather than pushing them to "admit" that you used to have the old number or speculating about why you think they might not want you as a customer - no doubt they'll have heavily scripted customer support procedures, so you need to try to cut through those, via any escalation channels that you can find.

pennyforthem

No they are the ones who said they could see it was my phone number after I sent them a photograph, after that they refused to reply unless I left out what ground we had already made. I will ask them if they can set up a new phone number, my guess is it will be ignored but you never know.

Aylesbury_Duck

Do you have any rights here?  I have a free Gmail account and I don't think I have any entitlement to access it or keep it.  What are the terms for this provider?

sheramber

Why not just so as thye want and not mention abut them admitting anything?