Password expired can't access the old email

Hi @babreu 👋 Welcome to Box Community! I certainly understand you need assistance changing your email address.

For security reasons, changing the email on your Box account requires access to your registered email. This is because the verification link will be sent to that email in order to update the email address on your account. You must also have access to the email address linked to your account if you wish to change your password.

If you can no longer access the email address associated with your Box account, we recommend either reaching out to your email service provider (ESP) to regain access to your email account or creating a new account.

For additional guidance, please review our support guide on Logging in to Box.
 

Box does not have the ability to help regaining access to your email account.

We appreciate your cooperation in helping to protect your account against unauthorized access. 😇

Hello Jey, thank you for your reply.

I don’t have access to the email registered because I changed the domain of it, so I don’t even have the domain active anymore. I was registered with h****@****.com but now I use only h****@****.pt the company is the same, and I used the box app integrated on my PC. 

Can the support only change the email, because I had all documents of the company in there. I can send proof of the company and any other details. 

Hello @babreu, thanks for bringing that up.

By any chance, are you still able to login to your Box account using the primary email that’s currently registered? If .pt email is already registered as secondary before, you may try switching the secondary email to primary then remove the latter afterwards.

Please find the steps to update your email address in this Community article. I've also listed the steps below: 

1. Sign into your Box account

2. Click your name or initial in the top right corner

3. Click "Account settings" from the pulldown menu

4. From the "Account" tab, scroll down to "Login and Email Addresses"

5. Check if your secondary email is already on there and is verified

6. Hover over the secondary email and mark it for primary

7. You will be prompted to enter your password underneath

8. Your email address should now be changed and you may remove the old email

Kindly let us know if that resolves the issue. Otherwise, please reach out to our Product Support team here for troubleshooting.
 

Looking forward for best results! 🤗

Hi Jey, I appreciate your help, but I can’t login because the password is expired, so an email is send to the email registered. I tried to insert the new email ourbrand.pt but I only receive a message saying that an email was sent to ourbrandonline.com. I am completely logged out so that’s why I am reaching our the support. 

Thanks for the clarification, @babreu! I just realized that the verification will still be sent out to the current email that you have with Box, sorry to have missed that. 🤧 So it seems like this would require a password reset for you to log back in, be able to switch emails, and keep the new one with your current company domain.

For now, please submit a support ticket regarding login issue and for further assistance retrieving your Box. Our Support team may be asking some security questions to proceed.

I hope to have this sorted out soon. 🙏