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Question

I can't change my email address

  • December 9, 2025
  • 1 reply
  • 12 views
M

I am having trouble changing my email address.
Since my company email address has been updated, I would like to change it to the new one. I followed the instructions in the link below, but it did not work.
I am the administrator myself.

[https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box](https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box)

> *How an admin can change a user’s email address*
> → When I try, I get a tooltip saying: *“To change your primary email address, please go to your account settings on box.com.”* and I cannot proceed.

When I tried to link the new email address from **Account Settings > Account**, I received the following error:

> *You cannot use an email address from an unverified domain as a secondary email address. Please ask your admin to verify the domain, or contact Box Support for assistance.*

For your reference, the new email address had previously been used to create another account. I thought this might be causing the issue, so I deleted that account, but I still got the same error.

Furthermore, when I tried to sign up again with the new email address as an individual account, I received the following error:
↓
*An error occurred while processing your request. We were unable to process your request. Please double-check that all fields are filled out correctly and try again. If you need assistance, please visit support.box.com.*

    1 reply

    Rona Box
    • Rona Box
    • Community Manager
    • December 9, 2025

    Hi ​@manekin, 

    Welcome to Box Community, and we will walk you through the steps to update your primary email address. 

     

    Note that all Box Administrators are required to use an email with verified domain. This is to help prevent bad actors from leveraging a compromised account and causing further damage by adding themselves as a new, fully permissioned admin account.

     

    Upon checking, you don’t have a verified domain and please setup your domain for the email address you will be using. 

     

    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.

    To add the domain:

    1. Go to Admin Console > Enterprise Settings > Custom Setup. 
    2. In the Domain Management section, click Add Domain.
    3. Enter the domain name. Managed domains are those you can control through your DNS TXT record and do not include hostnames. 
    4. Click Next Step.
    5. Click Copy. The unique code is copied to your clipboard. You may want to open a blank text document and paste the code there for use in the next task.
    6. Click Submit. The domain is added to the list with a status of Incomplete Setup.

    To create a new DNS record for the domain:

    Note: The exact steps differ depending on your hosting provider.

    1. Go to the administration console or dashboard of your domain's hosting provider.
    2. Go to where the domain is managed.
    3. Go to where the DNS records for the domain are kept.
    4. Add a TXT record with the following information:
      • Host: The @ character, which means this is for the top-level domain.
      • Value: The code (hash) that was copied previously.
    5. Save the record.

    To validate the domain:

    1. Go to Admin Console > Enterprise Settings > Custom Setup. 
    2. In the Domain Management section, next to the domain you want to verify, which should show a status of Incomplete Setup, click the 3-dot button, and then click Refresh Status.

    Box pings the domain to verify the existence of the DNS record with the correct code, and if verified, updates the status to Complete.

     

    Once you have successfully verified your domain, please go to Account Settings and change your email. 

     

    Hope it helps, and please let us know how it goes. 

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