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Question

Incorrect "incorrect password" error when changing primary email

  • May 22, 2025
  • 7 replies
  • 52 views
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I managed to link a new email with my Box account, but when I tried making it my primary email and was asked to enter my password, it wasn't accepted. I got an "incorrect password" error message, but it is my correct password. I can login to my account using that same password (copy and paste so there is no error involved). The same error occurs when I try to change my password. It incorrectly says my current password is wrong!

The same issue occurred when I tried the same things with a different Box account. This is giving me such stress because the original emails I used for these Box accounts are Google Legacy Suite accounts, and Google wants to delete them all in July.

I wanted to contact Box for this, but there doesn't appear to be a way to do so. I'm a free user.

    7 replies

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    Hi there, 

    Welcome to the Box Community!

    Do you get the same "incorrect password" message even when you manually enter your account password (instead of copy & pasting)?

    Can you try clearing your browser cache or use a different browser and see if it helps?

    Looking forward to hear from you!

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    Thanks for your response.

    I do get the same "incorrect password" error when I manually entered my password (and I tried several times both manually and via copy and paste). After reading your advice, I tried clearing the cache and also used a different computer, but got the same result.

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    I have the same issue.  My password is 100 char long.  I can log into BOX on my primary account and linked account with this password.  But I need to change the primary account for work reasons.

    Is there a character limit to the dialog that asks for the password when changing primary?  I often find sites have limits on the length of passwords, when passwords are becoming more secure e.g. 100+ characters.

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    I need to know what the current pw is on my account.  It opens automatically on my laptop and when I go to setting in BOX the pw is protected.  Can't change it without the current pw! 

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    4 months later, and I have the identical problem as the original poster -- password not recognized when trying to change the primary e-mail, irrespective of whether the password is copy pasted or very carefully typed and despite being able to login using the same password.  Not sure why Box still hasn't addressed this problem...

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    I am also having the same issue.  My old email is obsolete. I do not have that service anymore, yet I cannot make my new email primary as the PW is not recognized. can someone help?

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    Eight months later: I still cannot change my default (personal) email to linked (work) email.  I need to make this change because I now need to use BOX for work projects, and need to receive email notifications at work.

    Is this an issue with password length?  What is the password length expected on the linked email page?  My BOX login password is 100 characters long --- is this too long.

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