Box treating credentialed account as Google account

Hi ​@Wade, 

Welcome to Box Community and we’re happy to assist! 

While we continue to investigate, could you answer the following? 

• Did you create this Box account through google? 
• How do you log in to Box.com prior to this issue?

In the meantime, if your email account is still active please try to reset your password. 

To reset the password for your Box account, follow this process:

1. Visit https://app.box.com/reset and enter the email address associated with your Box account.
2. Check your email, you will receive an email with a link to reset your password.

• Password reset links sent via email expire 3 hours after they are sent. If you need a new link after your current one has expired, visit https://app.box.com/reset to have another link emailed to you.
• If you do not receive an email from Box for this password reset, check to see if your Box account is associated with that specific email address or another email address.
• Also, check your spam folder in your email client for this email.

Hope it helps! Please let me know how it goes. 

Hi, I had setup the account as a credentialed account within Box and always just logged in with password.  It did let me reset my password yesterday, but everytime I try to log in, it treats my account as a Google account, even though I’m not selecting the option to login to Google (try to login with password).  I can’t login through Google since I no longer have a Google account associated with that email (my organization removed it after migrating from Google to Microsoft) and I never set up a Google account with box.  I am able to login to the community here with the credentialed account and don’t think I setup anything new here (had never used it before these issues)....

Hello ​@Wade, thank you for providing more insight into the issue, and I'm sorry to hear that you're still unable to log in.

I have submitted a ticket on your behalf for further assistance with the login issue. You will receive an email with the case number. In the meantime, please keep an eye out for a response from our Product Support team.

Looking forward to having this sorted out. 😊

OK, thanks, may very well figure out it’s user error here… Appreciate the help.

Just a note I’m unable to log in to view/interact with the ticket, lol.   But I was able to get a fresh link from business partner that’s letting me download files without logging in now, so really not a big issue at this point.  Feel free to close the ticket on my behalf unless there’s a desire to figure it out on the product end. Appreciate the assistance.

Message:
Hello,
I created a personal Box account using my work email via Google Sign-In. Now, I cannot access it because it's linked to a different Google account, and I don’t know which one.

I need this account either deleted or released, so my company can add me to the enterprise Box system.

Please assist in deleting or disassociating the account from Google login.

Thank you,
Ahmad

👋 Hi ​@Ahmad, welcome to the Box Community! I’ve moved your post to this related topic about the Google sign-in issue.

To assist you with dissociating your Google account and logging into Box, I’ve submitted a ticket on your behalf. Please keep an eye out for an email follow-up from our Product Support team for verification and further assistance.

Once you’re able to log in, you can reach out to your company admin to invite you as a user on the enterprise.

Feel free to reach out if you have any other general inquiries. 😊

Dear ​@Wade, I’m so glad to hear that you’re able to log in with your password again!

While your issue has been resolved, I’d like to kindly note that other users may experience the same issue and could leave comments here. Our forum is a space where community members can ask questions, engage in discussions, and more.
 

If you have any further questions or concerns in the future, please don’t hesitate to reach out to us.

Wishing you a wonderful day! 💙

Good day ​@Jey Bueno Box ,
Sorry for using this thread, I am also having the same issue. I already have created a ticket to support 3 hours ago. I have not yet received any reply so I was hoping if commenting/replying here will get me assisted sooner. I can provide the ticket # but I am not sure if I should comment it here, so let me know if you need it.

Regards,
Ralph

👋 Hi ​@ralph_claudio, welcome to the Box Community!

For login issues that cannot be resolved through basic troubleshooting, users will need to submit a support ticket for further assistance. This is because our Product Support team may need to ask account-specific questions and must fully authenticate the account. We apologize, as this process is outside the scope of our support.

Additionally, tickets are handled on a first-in, first-out basis, and we appreciate your patience while your case is being reviewed. I see that our Support team has already reached out and is awaiting your response. Please continue coordinating with them to resolve your concern.

In the meantime, feel free to let us know if you have any other questions or concerns. 😊