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,
The box app works well but when I tried to access the web page, the web page asked for 6 digit code or authentication which I didn’t set up before.
I found it no way to ask for help. I did try to send email [removed by moderator] yet I got a reply that “Box does not provide direct technical support to users of our Individual plans. If you rely on Box for your business, we highly recommend upgrading your account to receive the support you need via email and chat. Users of our individual plans may seek assistance from the Box Community.”
I did try to ask for help via Box Community, yet it asked me the same 6 digit code or authentication so I can only reopen a new account to login to ask…… sigh…..
May I ask how can I assess with my original account on web page?
I did try the recommendation to clear the browser’s cache but it’s not working.
Thanks.
Hi
Welcome to Box Community! I moved your post to this related post and hope it’s okay.
If there’s an issue logging in to your Box account, we can offer assistance by submitting a case using your affected email address. Since you can’t log in to support.box.com you can proceed using this support link.
Thanks for posting, and we look forward in assisting you!
Hi Box Support,
Please reset the MFA for my account associated with the email <removed personal information>. I registered this account in 2023 and initially set up MFA with my old mobile device. Since I have changed devices, I can no longer access my account because I am unable to receive the authentication code from the previous device.
Account email: <removed personal information>
Phone number: <removed personal information>
Thank you for your assistance.
Best regards, Phương
Hi
Welcome to Box Community! To assist with your login issue related to MFA I moved your post to this related topic.
Please send your MFA reset request by creating a new ticket. Reminder that when you create a ticket you should use the email address associated to the Box account you’re requesting the MFA be disabled.
If you can’t sign in the the Support page, you can head over to this link!
Thanks for posting!
Hi good day,
We work with the GNC International Brand through Box however one of our users has been locked out of there account by the 2FA. I made an account to request assistance with this issue.
Dear Box Team,
We invited a person to Box, but the user was unable to access it.
It seems that the six-digit verification code is not being delivered to the registered email address. The registered email address may have been deactivated.
Could you please advise if there is any other way for the user to receive the verification code or complete the verification process?
Best regards,
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