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Question

Backup Code not working

  • May 27, 2025
  • 2 replies
  • 142 views
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Hi,

 

Good afternoon,

 

I am reaching out on behalf of Todd from PotentiaWealth. I am an outsourced IT Support Technician for their company and I am helping Todd to reach out to Box's support for his recently encountered problem.



He has a new phone and the authenticator for Box wasn't listed there. We tried to enter the backup codes and none of it works.

 

Please let us know if you need anything else.

 

Thank you,

John N. Delos Reyes

Helpdesk Technician

MX2 Technology, Inc.

    2 replies

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    Hi John,

    Welcome to the Box Community!

    This might require some account specific information, so I've submitted a case to Box Support on your behalf. You should be receiving an email confirmation shortly. Kindly check your email for details and updates.

    Thanks for posting!

    Best,
    Ann

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    The backup codes stopped working on our account too, we then had to regenerate the backup codes.

     

    Unsure why this has happened and if the phone had been lost our backup codes were not working.

     

    Any help with this would be appreciated

     

    Lee 

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