Logging in via 2FA

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The phone number registered at the time of setup is outdated, and I have since changed it.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. 🙂