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Hello, 


a collegue of mines is trying to have access and today (for the very first time) she's been prompted to put a code from the authentication app but she never set up a authenticator app. 


I'm administrator can I do something to solve it?


Tx

Hi Alessio, 


Welcome to Box Community and glad to assist! 


In order to address the user's issue, you can have her to contact Box Product Support by creating a new ticket. Rest assured that a member of our team will get in touch shortly. 


Thanks for posting!

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