2FA reset

Hi,

Recently a customer required us to use BOX for files exchange and setup 2FA

Then my 2 colleagues registered an account & setup 2FA with their China mobile phone, but now they can’t receive the code suddenly and also forgot the backup code. 

Can you help to reset their 2FA? so that they re-setup the 2FA with email or auth app.

their account as below:
<removed personal information>
<removed personal information>

looking for the reply, it’s urgent.