Locked out of account.... Can I access my documents?

Hi ​@davidd, thank you for reaching out! I’d be glad to assist.

When you are locked out of your Box account, you generally cannot access your documents directly until access to your account is restored, as authentication is required to access account content.

Here is what you need to know and how you can resolve the issue depending on your account setup:

1. Password issues / standard Box credentials

   • If you cannot remember your password or are blocked due to password requirements, navigate to https://app.box.com/reset to request a password reset email.
   • Password reset links expire after 3 hours. If expired, request a new link at the same URL.
   • Ensure you check your spam/junk folder if the email does not appear in your inbox.
   • You must have active access to the email address associated with your Box account to reset your password and protect against unauthorized access.

2. Multi-Factor Authentication (MFA / 2FA) lockout

   • If you are locked out due to losing your 2-step verification device, you can use a previously saved one-time backup code by clicking "Use account backup code instead" on the verification screen.
   • If you are part of a Business Plus or Enterprise organization, contact your Box Admin. Admins can log in and assist or disable 2FA from your settings.
   • If you are on a Personal, Starter, or Business account without an admin, reach out directly to Box Product Support for assistance by submitting a ticket. If you’re unable to open a case, click here to access the ticket form.

3. Single Sign-On (SSO) / company-managed accounts

   • If your organization uses SSO (e.g., Okta or Azure AD), your credentials and access are managed by your company's IT department rather than Box. Contact your internal IT help desk or Box Admin to reset your credentials or unlock your user profile.

Feel free to reach out if you have any other concerns.