Hi Support Team, 

Need your help to reset 2FA setting for one of my colleagues, who unfortunately can’t post to this forum as it’s requesting him to authorize into the account in order to post. 

Is there anyway you can help with this? 

Hi ​@Everthomps1, 

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

Upon checking, it appears that you’ve submitted this post using a Box account without Multi-Factor Authentication. 

To address your login issue, we would like to have you back here and this time, could you use your affected email address linked to your usafx Box account?

You can reach out to Box Product Support team using support this link. 

We’d love to continue assisting you! 

Hi ​@AnnD, 

Welcome to Box Community! Thanks for taking the time in helping a colleague about his/her MFA issues. 

We highly recommend in having the affected user to submit his/her case directly to our Box Product Support team. To do so, please use this support link if she’s/he’s having trouble logging in to the Community. 

We’d love to assist and rest assured that we’ll get this sorted out as soon as we can! 

issue resolved, thank you .

I have recently changed my phone. However, I have updated my authenticator app without transferring the data from my previous phone. Therefore, the code generated by the new auth app never matches 2FA. How can I reset 2FA?

The person in question is unable to log in due to 2FA authentication, so I am making the request on his behalf.

Hi ​@Satsuki Endo, welcome to the Box Community. I’ve moved your post to this related thread.

For account authenticity, we highly recommend that the affected user submit their case directly to our Box Product Support team. To do so, please use this support link if they are having trouble logging into the Community.
 

Our Support team will follow up with the user and continue assisting with the login issue.

Thank you, and we look forward to resolving this promptly!

I am sharing files with clients through Box. I have registered "t*****@*****.com" as the primary email address in my account settings, but when I set the two-step verification method to email, the verification code is not being sent to my primary email address, which is causing a serious issue. All settings, including spam filters, server configurations, and permissions for receiving emails from Box, are correctly configured, and other emails (not from Box) are being received without any issues. This is causing a critical problem in my work, so I would appreciate a prompt response with a solution.

<Supplement>
The email service provider has requested the following information to be checked and provided.

1. Sender's email address (I understand that the 2FA verification code is sent from "noreply@box.com.")

2. Timestamp of the email dispatch

3. Logs confirming whether the email was successfully sent

4. IP address of the sent email

Hello Box Support Team,

I am unable to log into my Box account because I no longer have access to my two-factor authentication app.  
Additionally, I do not have any backup codes saved.

Here are my account details:  
- Registered email address:   personal information-redacted

Please help me reset or disable two-factor authentication so that I can regain access to my account.

Thank you very much for your assistance.
 

Hi ​@rodem, 

Welcome to Box Community!  And thanks for sharing all the troubleshooting attempts done in your side to try to rectify login issue. 

I've investigated our email server logs and it shows that your email address was placed on our email suppression list. This typically happens when a user's email client repeatedly hard bounces our emails back to our server, or when an email inbox is not set up before the Box account was created. I've removed the email from this suppression list, so you should now be receiving emails from Box.

To prevent this from happening in the future, please make sure that your email client, virus scan, ISP, or firewall are not blocking emails from:

• box.com
• notify.box.com
• reply.box.com
• track.box.com

It's possible that emails may bounce back to Box again. You may need to contact your ISP (internet service provider) or Corporate IT department to assist you. 

Please add noreply@box.com and no-reply@box.com to your email contacts and kindly request that emails from the domains mentioned above be included in the email allow list (Safe Sender) to ensure that Box messages are not blocked.  Please review this article: Troubleshooting Issues with Email Notifications. 

Hope it helps! Please don’t hesitate to reply should the issue persist. 

Hello

My customer, an external collaborator has changed their phone number and can’t access any of the folders / files I have shared with them as the MFA is set up with an old / now unuused phone number.  What can he do to change his phone number?  

thanks

Hello, I’ve purchased an Enterprise account and trying to get support to remove 2FA from my account because I cannot login. Kindly help. 

Kindly help me remove or reset 2FA from my account. I’ve purchased an Enterprise account yet I cannot create a ticket there. I’ve tried sending emails to support mailbox but I am getting an reply to upgrade my account. Kindly help