New user doesn't have authenticator setup

👋 Hi ​@andrea stilgenbauer, welcome to the Box Community!

Yes, it is possible to reset or disable Multi-Factor Authentication (MFA/2FA) for a user who has lost access to their authenticator setup. The process depends on whether the user is a Managed User (part of your organization) or an External Collaborator:

1. For Managed Users

If the locked-out user is a managed user within your enterprise, a Box Administrator can temporarily disable 2FA for them so they can log in and reconfigure their authenticator:

• Admin Action: The administrator must use the “Instant Login” feature in the Admin Console to access the user’s account settings.
• Steps: Navigate to the user’s settings page and disable two-factor authentication.
• User Action: Once disabled, the user can log in using only their password. After logging in successfully, they should immediately go to their Account Settings > Account tab to re-enable and reconfigure their authenticator app or other preferred MFA method.

2. For External Collaborators

If the affected user is an external collaborator (outside your organization) who cannot log in to access your shared folders:

• User Action: The external user must submit a ticket to Product Support (if unable to sign in, click here) directly to request that 2FA be disabled for their account, as external administrators do not have direct management permissions over external accounts.

📌 Failsafe Recommendation: Backup Codes

To prevent future lockouts, users are strongly encouraged to copy and securely store the single-use MFA backup codes generated during their initial 2FA setup. These backup codes serve as a failsafe to access their accounts if their primary authenticator device is lost, stolen, or replaced.

Thanks, and please let us know if you have any other concerns.