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2FA reset

  • September 2, 2026
  • 2 replies
  • 32 views

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.

Best answer by Rona Box

Hi ​@kpoon and  ​@cathywang, 

Welcome to Box Community, and we’ll assist in resetting your Multi-Factor Authentication(MFA)! 

 

Due to the nature of this concern, each affected user must reach out to Box directly to regain their Box access. 

If you have trouble logging in to support.box.com, please head over to this link instead. 

 

Thanks for posting, and we hope to get this sorted out soon!

    2 replies

    • cathywang
    • New Participant
    • September 3, 2026

    Hello, 

     

    We have a collaborator who has access to our BOX folder, they have successfully accessed this in the past (and their access is still valid) but when they tried to log in this week, the verification code has not been delivered to their phone to complete the login process to the folder. Please can you advise on what they should do in this case?

    Rona Box
    • Rona Box
    • Community Manager
    • Answer
    • September 3, 2026

    Hi ​@kpoon and  ​@cathywang, 

    Welcome to Box Community, and we’ll assist in resetting your Multi-Factor Authentication(MFA)! 

     

    Due to the nature of this concern, each affected user must reach out to Box directly to regain their Box access. 

    If you have trouble logging in to support.box.com, please head over to this link instead. 

     

    Thanks for posting, and we hope to get this sorted out soon!

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