Hi there, 

Welcome to Box Community and glad to assist!

We encourage the affected user to create a ticket using this link. This way Product Support will be able to help address his/her account recovery. 

Thanks for posting! 

Hello, Rona
Thank you for your reply.
This link only allows you to post to the community support forum.
But I can't create a ticket.
Could you please create a ticket?
Thank you for your confirmation.