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.
she can't login so she can not open her ticket,
Hi Lydia,
Good day!
You can open a ticket without the need to login to our Support website. By using this link the end user would be able to open her ticket.
We'd love to further assist!
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.