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Question

Changing primary email address/caught in "double standard"

  • March 11, 2026
  • 1 reply
  • 24 views
J

So my account was converted to an enterprise account (imagine my surprise, but I guess it was a kindness  as I am a grandfathered account from when Box first hit the internet).

In any event, I am the “admin” for my own (imaginary) company. Which is nice. But I need to change my email and...I can’t. 

All the advice shown in support is outdated, and does not reflect the existing (as of March 2026) layout. If I go to my account setting, I am told my “admin” (who is me), has to allow it in the admin settings. When I go to admin settings, there is no setting to allow me to allow myself to change my email.

Either that, or it doesn’t let me use the email I want to use (iCloud) because I have to allow myself to use the domain, but apparently that is locked behind a paid upgrade to a higher level of enterprise I am just never going to need.

So basically I am stuck with a permanent email address I am not going to use. I am prevented from changing it to an email I will be using for the foreseeable future, and I am at great risk for losing an account I have had for 20 years.

So if there is any way out of this loop, I’d be happy to know it - just be aware I may not quickly see a response because - you know, I am not using the default email anymore, so will not always remember to check it.

    1 reply

    Rona Box
    • Rona Box
    • Community Manager
    • April 28, 2026

    Hi ​@jtulley, 

    Welcome to Box Community, and we’re going to help update your primary email address. 

     

    You are currently subscribed to Business Starter account. As a Box Admin you can only change to an email address with a verified domain, and not with an unverified and public domain (iCloud). With that, please select an alternate email address with a verified domain. 

     

    Upon review, it shows that you are still yet to add a domain and here are the complete guide to add your email domain. 

    Adding a managed domain consists of three separate tasks:

    1. Add the domain and get a unique code (also known as a hash).
    2. Create a new DNS record for the domain with the unique code.
    3. Validate the domain.

    Please follow the complete instructions in this support article.

     

    Next, once your email domain has been added. You can now proceed and change your primary email address. 

     

    To add an email address:

    1. Log in to Box.com and navigate to your Account Settings> Login and Email Addresses. 
    2. Select one of the following options:
      • For paid accounts, click Link Email.
      • For free accounts, click Link Personal Email.
    3. Enter a valid email address.
    4. Click Save.

    An email verification will be sent to the address you entered. Click the verification link in the email to confirm and add the alternate email to you account.

    Important

    For security purposes, the verification email for Admin and Co-admin users will be sent to their existing primary email address, not the newly entered email address.

    To make a secondary email address your primary email address:

    • Click Make Primary next to the email address you want as your primary email address.

    Important

    For security purposes, Admin and Co-admin users are prevented from making a secondary email address from a public domain (such as Gmail or Yahoo) or an unverified domain their primary email address.

    To remove an email address:

    1. Click Remove next to the email address you want to remove.
    2. In the confirmation dialog box, click Okay.

     

    For reference, please check out the following articles: 

    Box is adding zero-trust enhancements for admins

    Manage Account Settings

    Domain Management, Verification and Auto Enrollment

     

    Hope it helps! 

     

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