Hi ​@IT-OPS, 

Welcome to Box Community, and we’ll provide the instructions you can follow to successfully add a new email address! 

You received this particular error after trying to add a secondary email because the primary Box Admin and Co-Admins cannot use a new email address with unverified or public email domain. 

Upon review, your enterprise does not have a verified domain and to resolve this, please add and verify your enterprise domain by reaching out to your primary Admin. 

Adding a managed domain consists of three separate tasks:

1. Add the domain and get a unique code (also known as a hash).
2. Create a new DNS record for the domain with the unique code.
3. Validate the domain.

To add the domain:

1. Go to Admin Console > Enterprise Settings > Custom Setup. 
2. In the Domain Management section, click Add Domain.
3. Enter the domain name. Managed domains are those you can control through your DNS TXT record and do not include hostnames. 
4. Click Next Step.
5. Click Copy. The unique code is copied to your clipboard. You may want to open a blank text document and paste the code there for use in the next task.
6. Click Submit. The domain is added to the list with a status of Incomplete Setup.

To create a new DNS record for the domain:

Note

The exact steps differ depending on your hosting provider.

1. Go to the administration console or dashboard of your domain's hosting provider.
2. Go to where the domain is managed.
3. Go to where the DNS records for the domain are kept.
4. Add a TXT record with the following information:
   • Host: The @ character, which means this is for the top-level domain.
   • Value: The code (hash) that was copied previously.
5. Save the record.

To validate the domain:

1. Go to Admin Console > Enterprise Settings > Custom Setup. 
2. In the Domain Management section, next to the domain you want to verify, which should show a status of Incomplete Setup, click the 3-dot button, and then click Refresh Status.

Box pings the domain to verify the existence of the DNS record with the correct code, and if verified, updates the status to Complete.

Once you have successfully verified your domain, please go ahead and add a new email/change your email. 

For more information in modifying your domain through Admin Console, please see this article. 

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

Hi Rona,

  Thanks for the update.

  We already have the domain hosted.

 The Primary email is <personal information-redacted>

 We need to change the primary email to <personal information-redacted>

Attached SS FYR

<removed image - containing personal information>

Hi ​@IT-OPS, 

Thank you for reaching out, 

Now that you have successfully modified your domain. Let me go ahead and submit a new case so we could assist you further. 

A member from the Box Product Support team will reach out through email and please keep an eye out. 

Thanks for your time and cooperation!