Our elderly client is having trouble logging into her existing Box account. She lives in the US normally but has gone to Canada for the summer. I don't know whether that makes a difference. When she tries to login, she is prompted to enter a code from an authenticator app. This is a first. Historically she received a SMS text with a code. At my suggestion, she installed Google Authenticator on her phone. Of course, there is not yet any relationship between her Google Authenticator and her Box account. I'm thinking that she gets a QR code from somewhere. But how? What is our next step?
Question
Authenticator App
Hi Brad,
Welcome to Box Community and glad to help!
We strongly recommend to have the affected user to contact our Support team that way we could proceed. Please note that it's a login issue that needs to be addressed with the affected user herself.
We appreciate your cooperation on this.
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