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Question

Changing Email Address

  • July 9, 2026
  • 3 replies
  • 158 views
O

I am currently the admin on our Box Business account on a trial, and I am trying to change the primary email/login associated with the account to my preferred business email address. 

However, whenever I attempt to add or switch to the new email address, Box gives me an error saying the email is invalid or unavailable for use. 

I tried using my business email address to sign up for the free trial, but it said that it was invalid. I proceeded to use my personal email account instead.  

I’d like assistance in setting my business email as the primary email address, and if it’s possible if it's linked to an old Box account.

 

    3 replies

    Jey Bueno Box
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    • Jey Bueno Box
    • Community Manager
    • July 9, 2026

    👋 Hi ​@oache88, welcome to the Box Community! I’m happy to help.


    An email address can only be associated with one Box account at a time. If you’re seeing an “unavailable” or “invalid” error, it means that email is currently linked to another account.


    To resolve this, you can follow one of the paths below:

    • If you still have access to the old account — Log in and change its email to one that isn’t linked to any Box account. This will free up the original email so you can use it on the new account. You can follow the steps in Login and Email Addresses to update the primary email.

    • If you no longer have access (e.g., the account is deactivated) — Please contact our Billing team at billing@box.com. They can check the account status and determine whether it can be reactivated or if the email can be released.


    Thank you, and feel free to reach out anytime if you need further assistance.

    O
    • oache88
    • Author
    • New Participant
    • July 24, 2026

    Hi Jey,

     

    What about users that aren’t going to be admins. What if they just want to view documents for the most part, but they have an box account with another company? 

      Jey Bueno Box
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      • Jey Bueno Box
      • Community Manager
      • July 24, 2026

      Hello ​@oache88,


      For view and download access, you can use shared links set to "People with the link". This option works seamlessly for users whether they have a Box account or not.


      If these users need to edit or make changes, you can invite them directly to the file or folder as collaborators. Please note that collaboration requires a Box account since they will need to log in. This works perfectly whether they are part of your organization or an external one.


      Let us know if you have any other questions or concerns!

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