Removal of Multi-Factor Authentication

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 ​@Fil73 and ​@Arvalo, welcome to Box Community! I moved your post to this related topic and we will help regain your Box access. 

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

I need help resetting my two-factor authentication account from this other account: [removed by moderator]

Hi ​@Richmond Pharmacology, ​@Cillian, and ​@Jose Luis, welcome to Box Community! 

End Users unable to authenticate should create a support ticket through this link. 

Currently, log in issues like the one you reported can only be handled with the affected users. 

Thanks for posting! We look forward in resolving their login issue as soon as possible. 

My box account associated with my work email will allow me to sign in but then prompts 2 factor authentication. I have a new phone and cannot access a Box account on my authenticator app.

Hi ​@MeganBert, welcome to Box Community, and we merge your post to this related topic. 

For your MFA-related login query, please contact the  Box Product Support team by creating a support ticket. I understand that you won’t be able to log in the support page to create a ticket. 

In that case, please use this link instead. 

Thanks for posting, and we’d love to hear from you! 

I have an external user who is having problems with 2FA, which we require of everyone. She is using the same authenticator app she uses to access several other school’s Box environments successfully; however, the code it generates in the case of our Box instance results in an “invalid code” error. I’m thinking that a good first step would be to delete the account for our Box environment from the authenticator app and then re-add it, but I’m relatively new to Box and this is my first time dealing with this issue, so I’m not sure of the mechanics. Is there a way to re-generate the 2FA QR code for the external user? Or is there some more obvious fix I’m completely missing? Thanks in advance for any suggestions.

HI,

Good day,

We have Employee is using box but he cannot set up the 2-factor authenticator,  now if she open or using the box she need to input the OTP, but in previous she cannot set it up, how can we request to reset her account to set up her authenticator.

Thank you…

Hi,

I am asking on behalf of my colleague who is unable to log in to Box due to 2FA issue.

Appreciate you can contact me to address this issue.

Regards

I did not set up a two-step authentication for my work-related Box account and now I cannot access. What steps can I take?

I did not set up a two-step authentication for my work-related Box account and now I cannot access. What steps can I take?

I do not know how I can get into my account or what my options might be.

Hi ​@dawncelestecarr, welcome to Box Community, and please feel free to join the discussion to this related topic!

If you have any concern regarding your Box login, such the Multi-Factor Authentication in your Box account. Please reach out to the Box Product Support team by creating a support ticket by using this link. 

Thanks for posting! We hope to sort this out very soon. 

Hello,

I have an employee who has been unable to get into Box for awhile now. She changed phone numbers, so the system is asking for Two-Step Verification, but it is sending that request to her old number, so she has no way to log in.

What steps can be taken to get her back into her account, or set up with a new one?

Hi ​@michaelkaczmer, 

Welcome to Box Community and glad to assist! 

Could you please confirm if the affected user is a free individual account? If yes, for security purposes please advise the affected user to submit a new ticket for us to assist their 2fa concern.

Thanks for posting! 

My colleague is having trouble logging into his account using SMS-based two-factor authentication. (Screenshot 1)

Sometimes two-factor authentication isn't required, but he can't access any of the folders that were previously available in his account. (Screenshot 2)

Account based in Ukraine, he’s used a Chrome browser.

Could you please advise?
Many thanks

Hi ​@Lera Kushnir, welcome to Box Community, and we moved your post to this related topic. 

Since it’s another Box user who’s having issue with his Multi-Factor Authentication.  We suggest on having this user to contact the Box Support team directly. 

Please share this link to your colleague to create a ticket and reach out to the Box Product Support team. 

Hope it helps! 

I recently reset my iPhone for battery replacement. I can no longer use my 2FA via the Authenticator app to access a shared folder on a client, and I cannot log in to my account. (

I need to request a reset of my 2FA so I can register it again in my Authenticator app. My client cannot reset it on their end since I am not part of their subscription.

I cannot post a question here nor create a ticket without logging in, so I use my personal email account.

Hi ​@AnnVolv, welcome to Box Community! To answer your query, we moved your post to this related topic. 

Since this situation has prevented you from logging in, we will be requiring account-specific information to disable your Multi-Factor Authentication (MFA). Please reach out to the Box Product Support team using the email address linked to your Box account. 

To submit a case without logging in, you can use this link.

Thanks for posting, and we hope to sort this out soon! 

I’m trying to support an employee with removing their authenticator as they aren’t able to log in. They don’t recall setting it up. If someone from the Box support team could reach out, that would be appreciated.

Hi ​@RyleeK, welcome to Box Community! I moved you post to this related topic and please don’t hesitate to join the discussion. 

We’d love to help remove your employee’s Multi-Factor Authentication (MFA). Please have the user to contact the  Box Product Support team and create a new ticket. 

For users without Box access, they can submit a new ticket here. 

Thanks for posting, and we are looking forward in resolving the user’s login!