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Question

About the phenomenon of not being able to log in to BOX

  • May 23, 2025
  • 4 replies
  • 71 views
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I am exchanging files with customers in BOX, but some customers have reported that they cannot log in to BOX.

When login, a different screen than usual is displayed.

*A copy of the screen is attached.

If you know how to deal with it, could you please let me know?

The flow until the screen appears is as follows. An invitation email will be sent to the target customer when they start using BOX → The customer will set the registration information from the URL in the invitation email → When trying to access the login screen of BOX to start using it, the attached screen will be displayed.

"We've Sent You a Confirmation Email" is displayed on the screen, but when I checked with the customer, I was told that the email other than the first invitation email had not arrived in the BOX.

    4 replies

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    "We've Sent You a Confirmation Email" is displayed on the screen, but when I checked with the customer, I was told that the email other than the first invitation email had not arrived in the BOX.

    BOX2_RqYag0GA2dRLI8l2Tpr8Mw.png

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    Hi Matsuda, 

    Welcome to the Box Community, I'm happy to help!

    Could you please advise the affected user to request for a password reset email following this article:  Reset My Box Account Password 

    If they are still not receiving password reset from Box, please have them follow further troubleshooting tips provided in this article: https://support.box.com/hc/en-us/articles/360043696174-Troubleshooting-Issues-with-Email-Notifications 

    Let us know how it goes and if you have other questions!

    All the Best, 

     

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    Thank you for answering.

    Reset My Box Account Password says "check to see if your Box account is associated with that specific email address or another email address."

    Please tell me how to check?

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    Hi Matsuda, 

    Please have the affected user check their email inbox or spam/ junk folder for the email notification from Box.

    If they did not receive one, please ask them to report this so the team can check by having the user go to this Support.box.com > click 'Support' > 'Contact Support'. They will then see a line that says "If you are unable to sign in, click here."

    They need to fill the form about the issue receiving notifications and their login so the team can check and someone will reach out to them to help look into it.

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