My company's account has lost access to the phone connected for 2FA

Hello,

I'm part of the ONLYOFFICE team that develops the ONLYOFFICE Docs integration for Box (https://app.box.com/integrations/onlyoffice_personal/i). Unfortunately, we’ve ran into an issue that prevents us from signing in to our account. We have lost access to the phone number that had been used for two-factor authentication and the attempt to change it has failed: we used the correct account backup code to log in and change the 2FA number, but any subsequent login attempt somehow continues to require a code from the old phone number and the backup code no longer works.

We have been unable to contact your support team since we have no way of signing in. I’ve also attempted to reach out to sales@box.com but never got an answer. Is there a chance that someone from the support team can help us with this?

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Hi @Serge,

Welcome to Box Community, and we’re happy to help regain your Box access.

It shows that the Box account you have used to post in the community forum isn’t MFA enabled.

For us to assist, please reach out to the Box Product Support team using the email linked to your affected Box account.

Thanks for posting, and we look forward in helping you sort this one out!

Hello @Rona Box

That’s actually the first thing I tried initially. I just attempted once again, with the same result:

Hi @Serge,

Thank you for reaching out,

You could use this support link and submit a new case. Using this link you’d be able to create a new case without logging in to the support site.

Hope it works!

Same result, I’m afraid: I’m getting an automated email in response saying that the ticket has not been recorded due to the account not being Business or Enterprise (the screenshot in my previous post). We would have been happy to upgrade it if we were able to log in.

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