issue root cause is user’s MFA authenticator not correspond to Box’s 2-step authenticator（used wrong app to bind, can not access now）. Can you help to reset the user box account profile or clean the authenticator . thank you
Users ID: <personal information-redacted>
Hi Lydia,
Welcome to Box Community and glad to assist!
Due to privacy and security reasons, we encourage the affected user to directly contact Box Support and open his/her ticket.
We'd love to further assist!
Hi Rona，
I helped her raise this ticket to get help， she can not login and reset password cause need 2-step authenticator but she has been uninstalled wrong MFA app, original 2-step authenticator is disappear when she reinstalled,pls help to reset her 2-step. then she can rebinding her 2-step. if any information you require. pls let me know.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
