I would like to report multiple critical onboarding and sync issues affecting new Box users and Box integrations.
1. Password Creation Fails During New Account Setup
When a user signs up for a new Box account and tries to create a password, the system repeatedly shows the error:
“There was a problem changing your password.”
The process keeps looping and loading, and eventually the password is not saved at all.
The only workaround currently is:
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Use “Forgot Password”
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Receive the reset email
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Create the password through the password reset flow instead
This should not be required for newly created accounts.
2. OTP / Email Verification Issues
The OTP verification process is also unreliable.
Sometimes:
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The OTP email arrives correctly
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The user enters the correct OTP
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The website keeps loading for a long time
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Then eventually returns:
“Wrong OTP”
even though the code is correct.
This makes account verification extremely frustrating.
3. Sync / Connector Problem After Successful Password Setup
Even after successfully setting the password, the account still fails to sync properly.
The system shows messages such as:
“Box (Legacy) is now connected, but not syncing. Try enabling sync again.”
The user is then forced to:
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Disconnect the Box account
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Reconnect it again manually
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Repeat the setup flow multiple times
This issue continues even when the password is correct.
Summary of Problems
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Password creation fails during signup.
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OTP verification randomly fails or times out.
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Box connection/sync does not work properly after setup.
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Users are forced to reconnect accounts repeatedly.
This creates a very poor onboarding and integration experience for new users.
These issues appear to affect both the Box website onboarding flow and third-party connector integrations.
Please investigate these issues urgently.
I have attached screenshots showing the errors and sync problem.
Thank you.