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Question

password reset loop!!!

  • Oct 14, 2026 10:04 PM UTC
  • 1 reply
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I am stuck in a password reset loop. I go to set a new password, it asks for my old password, I say send link to reset password, but it still wants an old password. It will not let me set a new password.

1 reply

Rona Box
  • Rona Box
  • Community Manager
  • Oct 16, 2026 8:00 PM UTC

Hi ​@cflucchese, 

Welcome to Box Community, and we will assist in breaking your password reset loop! 

 

To break out of the loop and set a new password without needing your old password, follow these troubleshooting steps:

  1. Open a private/incognito browsing window or clear your browser's cache and cookies to ensure no active sessions

  2. In the incognito window (or after logging out), go directly to the Box reset URL: https://app.box.com/reset 

    • Enter the primary email address associated with your Box account and submit the form.

  3. Check your email inbox (and spam/junk folder) for the password reset email from Box.

    • Click the link provided in the email. Important: The reset link expires 3 hours after being sent.
    • When accessing Box through this link while logged out, the page will prompt you only to create and confirm your new password, without asking for your current/old password.

 

Hope it helps! Feel free to reply if you need additional assistance.  

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