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Question

Incorrect Password

  • May 22, 2025
  • 3 replies
  • 38 views
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Attempting to change my primary email address but Box won't let me. It asks me to enter my password which I do - only to be told it is wrong. It most definitely isn't as I am signed in with that password on an alternative email (the one I want to make my primary)  - I then attempt to change the password and get a verification email sent to me. I click on it and enter the new password get an error popup - box.zendesk.com refused to connect. I have tried this several times and got the same result. Is Box completely broken??  I noticed someone else had a similar problem a few months back - http://Incorrect "incorrect password" error when changing primary email – Box Suppor  - and that does not seem to have been sorted yet.  I do not want to be frozen out of my account so please sort this out.

Brendan

    3 replies

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    Hi Brendan,

    Welcome to the Box Community! 
     
    Please check of the email is associated with a Box account by going to this link. https://account.box.com/signup/n/personal
     
    Now, if the email is not associated yet then please go to your account settings> account> login and email addresses to change emails.
     
    Free users will need to add or "Link Personal Email" to be able to change your primary email address in Box.

    To add an email address:

    • Click Link Personal Email.
    • Enter your new email address and click the Save button.
    • 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.
    • Once your secondary email is linked and verified, you will have the option to "Make it Primary".To make a secondary address your primary address, just click Make Primary button.

    https://support.box.com/hc/en-us/articles/360043695174-Logging-in-to-Box

    Best,

     

     
     
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    Thanks for your reply but I repeat when I try to make It Primary I am asked to enter my password. I am then told that the password I came entering is wrong. The password is definitely not wrong. I am logged into Box using that password. I then try to change the password and again I am told that that current password is wrong. It is not. 

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    Any Chance of anybody at Box Support responding to me?     This is not remotely sorted.   Rather than extending my account to Starter/Pro, I am closer to closing it.  

    Up to you.

    Brendan

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