Hi ​@Paul from core, 

Welcome to Box Community, and we’ll guide you in regards to user repatriation. 

Good news! Admins can now automate unmanaged users repatriation flow. Admins will be able to automatically roll those users in using the Admin Console’s Users&Groups page.

Important: When unmanaged users are converted to managed users, there is no interruption or change to their work, content, or Box experience. We recommend you send a note to your unmanaged users in advance, alerting them to expect the conversion notification.

To convert unmanaged users to managed users:

1. Go to Admin Console > Users & Groups.
2. Select the External User tab.
3. In the drop-down list, select Unmanaged Users.
4. Select the users to convert:
   • To convert a single user, hover over the name of that user and select Make Managed User () at the end of the row.
   • To convert multiple users, select the rows for the users that you want to convert and select Make Managed User at the top of the list.
5. In the confirmation dialog box, select Confirm.
6. In the Make Managed User dialog box, select Send.

A notification about joining your Box organization is sent to the email addresses of the unmanaged users. After 14 days, if a user does not change their email address to a private one, you will see that user in your managed user list.

For more details, you can visit the following support articles: 

• Unmanaged Users repatriation flow automation
• Converting Unmanaged Users to Managed Users

Hope it helps, and please let us know if you have questions. 

Hi Rona

Thanks for the reply. The issue is the user was setup with BOX MFA and has since lost his phone or access to issue a code hence he cannot login to our environment so will not show under unmanaged users. I need BOX support to move this user to our tenant once I provide the email confirmation from the user and would prefer to do this via a support ticket.

paul.

Hi ​@Paul from core,  Thank you for reaching out! 

As for the user’s issue with his Box Multi-Factor Authentication, could you advise the user to contact  the Box Product Support team directly?

By submitting a case, we would be able to provide the necessary steps to regain his Box access. At this time, if the user can’t login, please have him use this support link instead. 

Thanks for posting!