Removal of Multi-Factor Authentication

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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?

C

• Login issues

I did try the recommendation to clear the browser’s cache but it’s not working.

Thanks.

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Hi ​@karenhhy, 

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 ​@phuongnl7, 

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,

Hi, 
A client of ours who we share content changed their phone number and cannot login due to 2FA. Who may they contact to solve this issue?

I changed my phone and lost access to my authenticator app. I no longer have my backup codes. I am completely locked out of my Box account. Affected account email: <removed personal information>

Please reset/disable the 2FA on this account so I can log in and set it up again.

Hi ​@nihonseikithai, 

Welcome to Box Community, and I moved your post to this related topic. 

Using the primary email address linked to your Box account, please submit your request to remove your Multi-Factor Authentication. To do so, please use this support link. 

Hope it helps! 

I need to reset 2FA for a user in my organization. We do not use Box internally so we can’t administer his account and we cannot see what was previously set for the authentication app. How can I get a real ticket placed to fix this?

For about five days now, I haven't been able to access my account because it asks for a verification code, but I never receive the code on my phone. I've never had this problem before, but now I am, and I urgently need to access my work files. I called my phone service provider, and they told me I should contact Box. I've always used two-factor authentication, and I don't know why I'm not receiving the code now.

Hello, we are unable to receive the SMS verification messages for the second security factor on one of our team accounts. The Argentinian phone company says it's not their responsibility. We urgently need help accessing these files. We have in Box all ours files of work so we cant work now. Please, help urgent.

Hi ​@treeteeeeech and ​@blancomelina, welcome to Box Community! We moved your post to this related topic regarding your MFA issue. 

It involves your Box login that’s why we suggest on having you both to submit a support ticket individually. I understand the difficulty in accessing the Box Support page now that you have trouble logging in. At this rate, here’s how you could contact the Box Support team.

Thanks for posting, and we hope to hear from you! 

My collogues can’t login because the second authentication goes to his old mobile phone

after password check is passed.

How to disable 2 step authentication?

Hi ​@Miyuki Yamamoto, welcome to Box Community and we moved your post to this related topic. Feel free to join the discussion! 

For us to remove the user’s Multi-Factor Authentication, the user must submit a support case for the removal of his MFA himself. 

I understand that your colleague has trouble logging in, and the user can still  create a support ticket just go straight to this link.

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