I’m trying to change some of my employee’s email addresses to our new domain. I’ve followed steps I’ve seen here, but it gives me an error that the new email address is already linked to a Box account. I can’t see any place that the email address is linked. Where should I look? What can I do to give the employee access to that account?
Question
Box won't let us switch primary email accounts, says the new addresses are already used
👋 Hi
This error occurs when the user's email is already linked to another enterprise account, or if the user has signed up with a personal account. For security reasons, the enterprise ID associated with the user's account will not be displayed.
To assist, I recommend submitting a support ticket with the affected users' email addresses. We will then determine the next steps to help you update their email addresses.
If you have any other questions or concerns, feel free to reach out to us. 😊
I need to change my email address to my work email, but I am getting an Error- "Email already used". Forum says to submit a help desk ticket….. but can’t find a way to submit one. Help I’m caught in Box DoomLoop!!!
👋 Hi
Same with @whitneyc’s, this error occurs when the email you're trying to use is already associated with another Box account. Email may be linked to an enterprise account as a managed user, or it might be associated with a personal account. To check that account, you can try logging into Box using that email address.
We have a comprehensive range of documentation and support articles available. Also, the process for releasing an email may vary depending on the type of account. If you need further assistance with updating your email or addressing any other account-related issues, please feel free to submit a support ticket. Our Product Support team will be happy to assist you.
Wishing you a great day! 😊
👋 Hi
This error occurs when the user's email is already linked to another enterprise account, or if the user has signed up with a personal account. For security reasons, the enterprise ID associated with the user's account will not be displayed.
To assist, I recommend submitting a support ticket with the affected users' email addresses. We will then determine the next steps to help you update their email addresses.
If you have any other questions or concerns, feel free to reach out to us. 😊
When I follow your link and click sign in, it brings me to my Box homepage. As far as I can tell, there’s no support ticket button there.
I could follow the other option and send a support ticket without signing in, but that warns that it will take longer.
Where is the actual support ticket button within your link?
Hi
It seems that this behavior occurs because our support page uses the same login credentials as your Box account. So, if you're already logged into Box on your browser, it automatically redirects you to the Box homepage. This is a normal process, but we can certainly work with you to resolve it.
In the meantime, I've already submitted a case on your behalf, and you should be receiving an email with your ticket number shortly. To help us expedite the resolution, could you please reply with the email addresses involved (both the current ones registered for these uses and the ones you're changing to)?
For future reference, when submitting a case, you can either log in via Incognito mode or log out of your Box account first to access the support page without this redirection.
I’m looking forward to getting this resolved for you! 😊
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