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Hi,

 

I’ve been using 2FA for years with no issues.  I’ve moved and want to change the phone number where SMS are sent.  I removed 2FA (since there was nowhere to change the phone number directly), and when trying to re-add it, cannot.  When adding my new phone number, I successfully receive a OTP, but when I enter it, the system claims it is incorrect despite me receiving an email confirming 2FA has been enabled.  Same thing happens when I try to use my email to do 2FA.  So I’m now stuck not having 2FA turned on which is frustrating.  Any help?

 

Thanks.

Hi ​@sagriffi, 

Welcome to Box Community, and we’re here to assist with your MFA configuration. 

 

Here are the things you can do regarding your issue with changing the phone number for SMS-based 2FA and re-enabling 2FA:

  1. Changing Phone Number for 2FA: You cannot directly change the phone number used for SMS authentication without removing and re-adding 2FA. When revising a request or updating security settings, if SMS authentication is applied, you must replace the old phone number by entering a new one during setup.

  2. Issue with OTP Being Rejected Despite Receiving It: This could be due to a synchronization or backend issue. Even though you receive an email confirming 2FA has been enabled, the system may not have fully processed the new phone number or email as a valid second factor yet. 

  3. Recommended Steps:

    • Ensure that after removing 2FA, you completely log out and clear any cached sessions or cookies before attempting to set up 2FA again.
    • Try setting up 2FA using an authenticator app (TOTP) instead of SMS or email, as it is more reliable and recommended by Box. 

  4. Backup Codes: If you had previously generated backup codes for MFA, use them to regain access and then update your 2FA settings accordingly. 

For more details, you can visit this article. 

 

Hope it helps, and please let us know if you have additional questions. 

Thanks, just tried again and it was resolved.  Thanks!

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