If your virtual MFA is unavailable or you need to log on from outside your IP mask, submit a manual appeal to quickly recover account access. After the restriction is removed, reconfigure MFA or the IP mask to secure your account. - Account Center

If your virtual multi-factor authentication (MFA) device is unavailable or an IP restriction is blocking logon to your Alibaba Cloud account, submit a manual appeal to recover access.

Recover account access

Before submitting an appeal, confirm that no other registered MFA devices or alternative logon methods are available. The process requires identity and payment verification by a support engineer.

The appeal process has two steps: submitting your appeal and confirming the result.

Submit your appeal

Go to the Alibaba Cloud home page, click Login in the upper-right corner, then click Other Sign In Difficulties? at the bottom.
Select I cannot log in (MFA/TOTP and login mask could not be verified), then click Next step.
Complete the slider verification, fill out the appeal form, and click Submit.

Note
Enter an email address and mobile number that are currently accessible to you. The appeal result is sent to the email address provided here.

Materials Required for Appeal

After you submit your appeal, a support engineer will contact you to verify your identity. To speed up the process, prepare the following materials in advance. The required materials vary depending on your account payment method.

Payment	Materials
Credit Card	Alibaba Cloud account login email Account display name One of the following: A scanned copy of any transaction record associated with the account The first 6 and last 4 digits of your credit card number, along with the cardholder's name
PayPal	Alibaba Cloud account login email UID (available in Account Center; optional if unknown) Account display name A full-screen screenshot of any transaction record under the account (the screenshot must include the PayPal account, transaction date/time, and transaction amount)
Distributor End User	Alibaba Cloud account login email UID (available in Account Center; optional if unknown) Account display name
Account Balance (Top-up)	Alibaba Cloud account login email UID (available in Account Center; optional if unknown) Account display name A full-screen screenshot of any top-up record under the account (the screenshot must include the Alibaba Cloud account, top-up date/time, and top-up amount)

Confirm the appeal result

After you submit the form, the page displays your Query code and a link to track progress. This information is also sent to the email address you provided. Because detaching an MFA device or clearing an IP mask is a sensitive operation, a support engineer will contact you to verify your identity and payment information. After they receive your authorization, they will detach the MFA device or clear the IP mask from your account.

What to do next

After regaining access, re-enable virtual MFA or an IP mask to protect your account. For detailed steps, see Step 3: Configure MFA for your account and Secure account logon.