Hi ​@Kazz  Welcome to the Box Community! We do not have a direct email address for Product Support; all concerns and issues should be submitted via support ticket.

To assist the user with 2FA and login, you can open a support ticket on their behalf. Please make sure to include the user in the communication and provide the account details in the case, as this process requires verification.

Looking forward to sorting things out! 🤗

I can enter my login and password correctly for my account, but I can't log in with two-factor authentication.

If I can log in to my account, I can disable the two-factor authentication setting, but I can't log in so I can't change the settings.

Because I changed my phone. Before changing my phone, I deleted the Box's two-factor authentication from the authentication app, and after changing my phone, Box's two-factor authentication does not appear in the authentication app.

I used Box for work before, but I deleted it because I no longer use it. I then started using it again for work, but as mentioned above, I cannot log in with two-factor authentication.

I would like the two-factor authentication to be disabled as soon as possible. Is that possible?

I just want to be able to log in.

I'm in a very difficult situation, so please help me.

Hi ​@HKED5880  Welcome to the Box Community! To assist you with the login issue and disable 2FA, a ticket is submitted on your behalf. Our Product Support team will follow up shortly.

Upon receiving the case number, please reply using the affected email address to locate it and for account authenticity. Our Product Support team may be asking you some verification questions for security purposes.

We look forward to resolving this for you. 

Since the person is unable to log in, I am posting this on their behalf.

I am trying to log into Box Drive, but I am being asked for two-factor authentication.
The phone number registered at the time of setup is outdated, and I have since changed it.
As a result, I am not receiving the code and am unable to log in.

Since I cannot log in or change the settings,
would it be possible for you to update the phone number used for two-factor authentication?

Dear ​@yuuki-satoh, welcome to the Box Community! I appreciate your assistance with your colleague in logging in. I have moved your post to this related topic.

To help the user with two-factor authentication (e.g., disabling it and/or changing the phone number) and login, please submit a support ticket on their behalf. Be sure to provide the email of the affected user in the case and include the user in the communication, as this process requires verification.

I hope we can resolve this soon! 

Sorry, I had already posted on the support forum, but since I hadn't received a reply, I decided to post here as well.

https://support.box.com/hc/en-us/community/posts/39055501304467-Regarding-Changing-the-Phone-Number-for-Two-Factor-Authentication

I look forward to a prompt resolution.

Dear ​@yuuki-satoh, I appreciate your response, and thank you for letting me know that you’ve already posted in the support forum. Apologies for any delay.

For further assistance, I have submitted a ticket on your behalf. Since the case will be directed to your email, please reply to that ticket with the affected user’s email and also include them on the case for authentication.

Looking forward to having this taken care of.

I can't log in because of two-step authentication.
I need to log in to change the settings, but I can't do anything unless I log in. My backup code won't be authenticated either. How can I check and change the settings?

Hello ​@Kenya! Welcome to the Box Community. I moved your post to this related topic.

Please let me know if you encountered an issue opening a ticket and need further assistance. 

I changed my phone but I can't change my 2FA phone number.

Hi ​@Naiidiine! Welcome to the Box Community.
 

Please utilize any backup codes that you may have saved. If you are unfamiliar with backup codes, you can check our support article: Multi-Factor Authentication Set Up for Your Account to learn more.

If you're having trouble logging in and need to disable 2FA or update your phone number, please submit a ticket to our Product Support team using this link for assistance. Be sure to use the email address associated with the affected user’s account for account authenticity.

Thanks, and have a great day!

I don't have this account

I can't use 2-step authentication
I don't know my backup code
I don't have an authentication app
I don't have a phone number
I want to disable 2-step authentication

このアカウントではないが

２段階承認ができない
バックアップコードがわからない
承認アプリがない
電話番号もない
２段階認証を無効にしたい

Hi ​@p_kawakubo, welcome to the Box Community!

The account you've used to reach out does not have 2FA set up. Please navigate to the Box login page: http://app.box.com/login and login using your email and password.

If you're having trouble logging in to your Box account, you can reset your password here: https://app.box.com/reset. You can also try clearing your cache and cookies or using a different browser/device.

To learn more, kindly visit the Logging in to Box article.

If you are referring to a different Box account that needs 2FA disabled, please submit a support ticket to our Product Support team using the affected email address for authentication.

We look forward to resolving this issue soon.

I need to get my 2fa reset.  How do I do this?

Dear ​@SusanG, welcome to the Box Community! I moved your post to this related thread regarding 2FA.

As highlighted above, please utilize any backup codes that you may have saved when you initially set up 2FA. If you are unfamiliar with backup codes, you can check our support article: Multi-Factor Authentication Set Up for Your Account to learn more.

If you’re having an issue logging in and needs to disable 2FA, please submit a ticket to our Box Product Support for verification and further assistance. 

この投稿は新しいアカウントを作成して投稿しています。

以前に使用していた

r*******@***.inc

でのアカウントが、二段階認証で利用していたアカウントが利用できない状態になってしまい、

ログインすることができなくなりました。

何かログインを解決する方法を教えてください。

Hello ​@Sendai_Sakakibara, welcome to the Box Community! For the time being, we’re only able to provide support in English. Kindly note that I have moved your post to this related topic.

By any chance, do you still have your back up codes when you set up your 2FA in the past? If you are unfamiliar with backup codes, you can check our support article: Multi-Factor Authentication Set Up for Your Account to learn more.

If you do not have it in your records and need further assistance with login, please let us know. 

Hello, I need to reset my 2FA for my Box account. Please assist. 

Hello ​@GerardoVargas  Welcome to the Box Community! I’ve moved your post to this related thread.

We highly recommend performing the 2FA reset internally. You can use the backup codes you may have saved when you initially set up 2FA.

If this is no longer applicable, please submit a support ticket to our Product Support team or reply to this post for further assistance.

Good morning,

Box is not our primary collaboration tool for work, but we use it to collaborate with Partners. I have been using the same account since 2021. Starting in March I have been unable to login. Box recognizes my password but my MFA does not work, and neither do any of my back up codes. I had no other option than to open a temporary account using my personal email. Please let me know how I can resolve my access issues.

Best,

LD

Hello ​@laurend , welcome to the Box Community! I’ve moved your post to this related topic, and sorry to hear you’re unable to login.

If you're experiencing issues with MFA and the backup codes aren't working, please submit a ticket to our Product Support team for assistance. If you're unable to sign in to the support page, click here. Be sure to include the email address in question, and our Support team will follow up with you via email to help resolve the access issue.

We appreciate your patience, and I look forward to have this resolved soon.

I have a different existing Box account for which I no longer have access to the 2FA device associated with it. As a result I cannot login to the account to update the 2FA device or remove it. I had to create this separate account in order to submit this help request.

I need help regaining access to this other account by relaxing the existing, no longer accessible 2FA so I can login and update it.

Once a support ticket is filed, I will provide the details of the account in question.

Just to make clear, this help request is not for this account under username “rbhagava”. 

Hi ​@rbhagava, 

Welcome to Box Community and we’re glad to help! 

We moved your post to this related post: 

Thanks for posting and we look forward in getting this sorted out as soon as possible!

I bought a new phone and now I cannot access usafx because the code is being sent to my old phone number. How do I get it to send to my new phone number?

Dear Box Support,

My friend account currently locked out of my Box account due to two-factor authentication.
He no longer has access to authenticator device and does not possess any backup codes.

Email associated with the Box account: h*****@*****.com

Please help him disable or reset 2FA so he can regain access.

He is willing to verify identity as required.

Thank you for your assistance.

Best regards,