Hello ​@Iso, welcome to the Box Community! I appreciate your assistance with your colleague and I'm sorry to hear that he's encountering an issue with receiving the password reset link via email.

As a first step, please have him check this article: Troubleshooting Issues with Email Notifications. It provides some helpful steps to resolve the issue, such as checking the spam/junk folder, verifying the firewall or email security policy, ensuring the email isn’t on the suppression list, and more.

If he’s still unable to receive the email to reset the password, please advise him to submit a ticket to our Product Support team for further assistance.

Looking forward to having this sorted out.

Hello, Thank you for your detailed response. I checked troubleshooting and tried accordingly but he can’t receive reset e-mail yet. Also, he can’t log in BOX support as his password is unclear.

Is there any good solution that he can reset his password without  receiving e-mail? Or, is it possible to fully delete his account so that he can remake his account? As of now, there is no data in his box.

Your kind cooperation will be appreciated.

Dear ​@Iso, thank you for getting back to us!

The only way to reset the password is via the password reset email. However, we can check if your colleague’s email address is on our bounce list, which may explain why they’re not receiving the reset link. This sometimes happens when multiple confirmation emails are requested in a short time.

If your colleague is using a free personal account, we do not recommend canceling it. According to our deletion policy, deactivated free accounts will be removed from our system only after a certain period of time. Upon cancellation, the same email address cannot be used to sign up again immediately. We apologize for any limitations this may cause.

In the meantime, we’ll escalate this to our Product Support team. You’ll receive an email with a case number shortly. Please respond to that email with the affected user’s email address and copy them on the thread for account verification purposes.

We hope this helps and look forward to getting this resolved as soon as possible. 

Hello. Well noted. I received  e-mail from your product support team and will make contact with them.

I am trying to setup a new box account, I have verified my email, but when I try to login its saying invalid login credentials. I tried the rest password link but i don’t receive the reset email. can you assist with thiss issue?

I can't log in from another work account.
I get the message "invalid."
I haven't received an email to reset my password.
I was able to view data as a collaborator from another account,
but now I can't view that data at all.

When I log in, I get the message "Your password has expired. Please enter your email address and we'll send you instructions on how to create a new password." I followed the instructions to enter my email address and reset my password, but I haven't received the password reset email. I haven't received it yet. Please remove this email address "h*****@*****nipponsteel.com" from your suppression list.

  Hi ​@jreedy, ​@CLAY_OM, & ​@Taka, welcome to the Box Community! Sorry to hear you're having trouble logging in to Box and not receiving the password reset link.

For assistance, please submit a request regarding the login issue if you're unable to sign in as well through our support page. For account verification purposes, be sure to include the email address associated with your account and communicate with our Product Support team using the affected account.

Thank you, and I hope we can get this resolved for you soon.