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    Account Management:What do I do if I cannot log on to the system?

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    Account Management:What do I do if I cannot log on to the system?

    Last Updated:Feb 03, 2023

    This topic describes how to handle issues that occur when you use an account to log on to the system.

    • If you forget the password of your account, see What do I do if I forget the username or password.

    • If you have other account logon issues, go to the Alibaba Cloud logon page and click Other Sign In Difficulties?

      Select the issue that occurs on your account.

      1. I do not have an Alibaba Cloud account

        1. Step 1: Select I am unable to receive verification code when registering.

        2. Step 2: Click Next step to go to the Information associated with your Alibaba Cloud account page.

        3. Step 3: Specify the required information.

          • Drag the slider to the right in the I am not a robot section.

          • Enter your first name, last name, mobile phone number, and contact email address.

          • Select the required information and click Submit.

        4. Step 4: After you submit the required information, the page displays your query code and progress link. Alibaba Cloud sends more details to your email address.

      2. I already have an Alibaba Cloud account.

        1. Step 1: Select the issue that occurs on your account.

          • I am unable to receive verification code.

          • I cannot log in (MFA/ TOTP and login mask could not be verified).

          • Both the registered phone number and email of my account are unavailable.

        2. Step 2: Click Next step to go to the Information associated with your Alibaba Cloud account page.

          • Drag the slider to the right in the I am not a robot section.

          • Enter your first name, last name, mobile phone number, and contact email address. Select the default payment method for the account and upload the scanned copy of a transaction record in the account.

          • Enter a valid contact email address.

          • Select I promise the authenticity of the information submitted on this form, if any false or fraudulent behavior is found, I will be responsible for all the consequences and Alibaba Cloud reserves the right to pursue legal liabilities.

        3. Step 3: After you submit the required information, the page displays your query code and progress link. Alibaba Cloud sends more details to your email address.