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 you are blocked from logging on to your Alibaba Cloud Account because your virtual Multi-Factor Authentication (MFA) device is unavailable or because of IP address restrictions, you can recover access by submitting a manual appeal.

Steps

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

1. Submit your appeal

Go to the Alibaba Cloud homepage and click Log In in the upper-right corner. On this page, click Other Sign In Difficulties?
Select I cannot log in as your issue and click Next.
Complete the slider verification, fill out the appeal form, and click Submit.
Note
Enter an email address and mobile number that you can access. The result of your appeal will be sent to this email address.

2. Confirm the appeal result

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

What to do next

After you successfully log on to your account, re-enable virtual MFA or an IP mask to protect your account. For detailed steps, see Step 3: Configure MFA for your account and Set the logon mask.