A colleague got a new phone and the Microsoft Authenticator app was reset. Their Box.com account was removed from the app, so they can’t sign in. When choosing the code option, it still asks for the Authenticator code. Can someone reset their Box.com account?

Hi ​@LegalO, 

Welcome to Box Community, and we’re glad to help with your Multi-Factor Authentication (MFA) configuration! 

While we appreciate that you reached out on behalf of the affected user who’s probably having trouble signing in to the Community website. Any login-related issue must be addressed with the affected user only. 

In this case, the user can submit a case without logging in and please use this support link.

We look forward to hear from your colleague and thanks for posting! 

My colleague is experiencing an issue with two-factor authentication (2FA) when logging in to Box.

Since she did not set up 2FA when creating her account, she has been logging in by verifying the code sent to her email.

However, the option to log in using email verification has recently disappeared, and now she cannot find any two-factor authentication to access Box, as she never registered any 2FA method when signing up.

her information is as follows :

Name : Lee shin-Ji

account : <personal information-redacted>

Hi ​@Kim SeongJun, 

Welcome to Box Community! I moved your to this related post and please feel free to join our discussion. 

We suggest on having the user, Lee shin-Ji to reach the Box Product Support directly and submit a case via this support link.

If you have questions, please let us know. 

Thanks for posting!