We invited the user to create a Box account, but it appears they had previously registered with Box. They had set up two-factor authentication using SMS (mobile phone number), but since their phone number has changed, they are unable to receive the SMS and cannot log in.
According to the help documentation, in this case, Support needs to remove the multi-factor authentication.
Could you please assist with this request?
Target user: [removed by moderator]
Best answer by Rona Box
Hi
Welcome to Box Community and we’d love to assist!
Since the user can no longer authenticate, we can help remove his/her MFA configuration. To do so, the affected user must reach out to the Box Product Support team directly.
For users without login access, they can submit a support case through this link.
Thanks for posting, and we hope to help you sort this out very soon!
Hi
Welcome to Box Community and we’d love to assist!
Since the user can no longer authenticate, we can help remove his/her MFA configuration. To do so, the affected user must reach out to the Box Product Support team directly.
For users without login access, they can submit a support case through this link.
Thanks for posting, and we hope to help you sort this out very soon!
I have a Box.com account that I use regularly with a NAS.
I need to access the website www.box.com. I entered my user ID and password, but when I am asked for the 6 digits from the Google Authenticator App, I enter the 6 numbers and get an error. In 2025, I was able to access the website www.box.com normally.
How can I access the website again?
The user ID I need to log in with is not the one I am using to ask this question, because I cannot even request support with my main user ID.
Thank you for your help.
Hi Box Support Team,
I am sending this message instead of my colleague Asami, who recently has a trouble when logging in.
Could you please send her a reply by Email? This is her address.
<personal information removed>
I use Box to exchange data with multiple clients, but I have recently encountered an issue when trying to log in. A few days ago, after entering my email address and password, I started being prompted to enter a 6-digit two-factor authentication code from my authentication app.
However, I am not receiving any authentication notifications or codes in the app or email account associated with my Box login. Because of this, I am unable to complete the authentication process and cannot access my Box account.
Could you please advise me on how to resolve this issue or help disable/reset the two-factor authentication so I can log in again?
Thank you for your assistance.
Best regards, asami
Hi support
I try to access my account through the app and in two-factor authentication, once I receive the code, I enter it, click on send... and I don't receive anything.
I've been in this situation for months and I can't access my Box account from the app.
I'm pretty tired of this. Please, can you help me? Also, I would like to disable two-factor authentication.
Thank you very much.
Hi
Since you can’t login due to your MFA and for you to quickly access your important Box files, we can disable your MFA. To do so, please send in your request through this support link.
Please be sure to only use your affected email address when creating a support case.
Thanks for posting!
I have invited an existing external Box account to a managed Enterprise account, but the user lost the phone which has Box MFA registered, so unable to sign-in. The account email address is <personal information removed> Could you please help.
Thank you
My collegue doesnt have BOX on his authenticator app but box is looking for a code.
But he also cant log in to post on the forum thats why Im posting on his behalf.
Where is the box contact email?
Thank you
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.