Dear Box Support Team,
I have been using Box for decades now — an early adopter, so to say. In the early days I received a promotional 50 GB on the free plan instead of the standard 10 GB, and I have been a satisfied user ever since.
Now I have run into a problem. I originally registered with an email address that no longer exists. On my laptop everything still works fine, but I cannot log in on the mobile app: the system sends a verification code to exactly that defunct address, so I never receive it. I have added a new, working email address in my Box settings, but the code still goes to the old one.
This matters to me because I travel regularly and often need to pass on documents from my phone when I do not have my laptop with me — which is precisely when Box would be most useful.
From what I have read, Box does not change the primary email address for accounts on the basic plan. I can understand that there are rules, but I find it hard to accept in a case like mine, where someone has been a loyal customer from the very beginning. Simply creating a new account is no solution either, as the 50 GB from that original promotion would be lost.
So my question is: is there any way to resolve this? I am happy to verify my identity in whatever way you need — account creation date, folder structure, previous account details, a copy of my ID, or anything else that helps.
I would really like to keep using Box, and I would be grateful if you could look into this.
Thank you very much in advance.
Best regards,
Mike