Email Address Change

Hello,

My email had changed but was still active, and I inadvertently created two Box accounts, one for each email. I deleted one of the accounts (the empty one) and want to change my email address for the active account (has all my filed) to the email that was used for the cancelled account. How do I go about this?

👋 Hi Brandy, welcome to the Box Community! I would be happy to help you with this.

To protect your security and ensure your files remain safe, an email address can only be linked to one Box account at a time. Since you inadvertently created a second account with your new email address, we will need to free up that email before you can apply it to your active account.

Because our system retains deactivated accounts for 120 days before permanent deletion, the most efficient way to resolve this is to briefly reactivate the empty account, change its email address to release your preferred email, and then update your active account.

✅ Here is the step-by-step process to guide you through this:
 

Step 1: Reactivate the empty account

Please send an email to our Billing team at billing@box.com using the email address associated with the deactivated (empty) account to request reactivation.

Step 2: Release your preferred email address

Once the Billing team confirms that account is active:

1. Log in to the Box account linked to your preferred email address (the empty one).
2. Click your avatar icon in the upper-right corner and select Account Settings.
3. Under the Login and Email Addresses section, add a different, placeholder email address (one that is NOT currently registered to any Box account).
4. Verify the email, then set it as your Primary Email.
5. Remove your preferred email address from this account. It is now released and ready to be used on your main account.
    

Step 3: Update your active account with your preferred email

1. Log in to your active Box account (the one containing all your files).
2. Click your avatar icon in the upper-right corner and select Account Settings.
3. Under Login and Email Addresses, add your newly released preferred email address.
4. Verify the email, then set it as your Primary Email.
5. If you wish, you can now safely remove your old email address from this account.

📌 For more detailed guidance on managing these settings, please feel free to review our guide on Managing Account Settings.

Once this is complete, you can optionally close the placeholder account if you no longer need it. Please let us know if you have any questions as you go through these steps!