Got a real screwball of a question and im hoping someone can assist as any leads to Box’s support have gone cold. I work for an MSP managing a client, who had an out-of-band box account, which- in an unfortunate series of events, had their aforenoted account seized in a security incident. Now it appears we cannot change the password as the primary email has been changed. Is there anything that can be done about this?
Question
Requesting Deletion of account w/o signing in
👋 Hi
By design, a user must have access to the email address associated with their Box account to change the account password. This security procedure enables us to protect the account against unauthorized access.
Recovering access to the email itself must be handled directly with the email service provider. Since that no longer appears possible, our Support Team can assist with regaining access to the Box account.
If the affected user is the primary admin, please have him submit a support ticket using this form. We also have a thread on changing the primary admin, which outlines the information required to verify account ownership:
If the goal is simply to close the account rather than recover it:
- Monthly accounts without an annual commitment can request cancellation by emailing cancel@box.com.
- Box Support can also assist with cancellation after verifying identity through the billing method described in the thread.
Looking forward to getting this resolved soon.
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