Hi ​@Sara JD, 

Welcome to Box Community and we are glad to assist! 

Since you can still access your old device, you can remove your current Multi-Factor Authentication (MFA) configuration.

To remove a multi-factor authentication method from your individual account:

1. Click on your account icon in the top-right corner of the page, and select Account Settings.
2. Under the Account tab, scroll to the Authentication section.
3. Click Remove next to the authentication method you want to remove, and then click Remove in the confirmation dialog box.

Once you’re ready for your new MFA configuration, please go on and enable your Multi-Factor Authentication. 

Hope it helps! Please let us know if you have additional questions. 

Hi team support,

Can you help me to reset MFA my account Box

Hi Support Team - hope all is well. We are experiencing a similar issue - could you please create a ticket / advise? Note that it isn’t for my account, but please direct me to the right party to address this. 

Hi Support Team - 

Hope all is well. A colleague is reporting an inability to access the Box site because of the multi-factor authentication being connected to their old phone. Can you please assist with regaining access? 

Please let me know if I should redirect this to a different team. 

Thank you.

Hi ​@kjuan12, 

Welcome to Box Community and we’re pleased to help regain the user’s Box access!

As for the affected user, please have your colleague to submit a support case through this link, this way a member from Box Product Support team could reach out to your colleague directly. 

Thanks for posting!