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Unable to log in with Google Account after deletion and recreation - "Already linked to another Google account" error

  • November 6, 2025
  • 7 replies
  • 136 views
K

Hello Box Community,

I found several similar questions on the community, but none seemed to match our exact situation (specifically regarding the deletion and recreation of the Google account). Therefore, I am posting this new question.

We are facing a login issue with a user in our organization, and we use Google Workspace.

Here is the summary of the problem:

  1. A user previously logged into Box using their Google account.

  2. This original Google account was deleted.

  3. Later, a new Google account was created using the exact same email address.

  4. When the user now tries to log in to Box with this new Google account, they receive an error.

  5. The error message shown in Japanese is: 「BOXアカウント<mail address>はすでに別のGoogleアカウントに関連づけられています。<mail address>にログインして、この関連付けを解除してから続行してください。」

  6. This translates roughly to: "The Box account <mail address> is already linked to another Google account. Log in to <mail address> and remove the association to continue."

The core problem is that the previous Google account no longer exists, so the user cannot log in to it to remove the association as the message suggests.

Is it possible for Box (perhaps support or an admin) to manually remove the association between this Box account and the old, non-existent Google account? Or is there any other way to resolve this situation?

Any help or guidance would be greatly appreciated.

Thank you.

Best answer by Rona Box

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

If you cannot log in because your Google account address does not match your Box account address, you must change the primary address associated with your Box account.  To do this:

  1. Navigate to the Box login page: http://app.box.com/login
  2. Sign in with the email address you currently use with your Box account.
    • If you do not know the password, click or tap Reset Password.
  3. After you sign in, change your primary Box email address to match your Google account address. Here are instructions for doing that.

If you have tried this method and you’re still experiencing the login error. Please reach out directly to the Box Product Support team and create a ticket. 

 

Hope it helps! We hope it get sorted out very soon. 

    7 replies

    Rona Box
    • Rona Box
    • Community Manager
    • November 6, 2025

    Hi ​@kanchi, 

    Welcome to Box Community, and we’re glad to assist! 

    In order to get a closer look, I’m going to submit a new case and a member from Box Product Support team will be reaching out through email. 

     

    Please keep an eye out on your inbox, and we’d love to further assist! 

    K
    • kanchi
    • Author
    • New Participant
    • November 11, 2025

    Hi ​@Rona Box 

    Thank you so much for connecting me with the support team. Thanks to your help, we were able to resolve the issue!

      1
      • 123out
      • New Member
      • January 9, 2026

      Hello, BOX community, 

      I have the same issue. Could you help me as well?

      F
      • fergusson
      • New Member
      • February 16, 2026

      Hello, I’ve changed my primary email with a new email, but when i try to enter the account with the new email, this message shows up, effectively locking me out and i cant enter in any way to my folder. In this message, the new email shows up the two times, it seems like a bad bug. Please help me get my account back! Thanks.

      L
      • Luka
      • New Member
      • February 17, 2026

      I am trying to access the Box account of a former employee who has left the company. Their Google account has already been deleted, so the 'Log in with Google' option no longer works.

      I have successfully reset the Box password using the recovery email (my boss received it), but I still cannot log in. Every time I enter the corporate email address, Box automatically redirects me to the Google login screen, which then fails because the account doesn't exist. I've tried multiple devices and browsers, but it won't let me enter the manual password; it just keeps forcing the Google redirect.

      Interestingly, if I use a standard @gmail.com address, the password field appears, but it refuses to show for our corporate domain. Please help me bypass this redirect so I can log in with the new credentials.

      Rona Box
      • Rona Box
      • Community Manager
      • Answer
      • February 17, 2026

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

      If you cannot log in because your Google account address does not match your Box account address, you must change the primary address associated with your Box account.  To do this:

      1. Navigate to the Box login page: http://app.box.com/login
      2. Sign in with the email address you currently use with your Box account.
        • If you do not know the password, click or tap Reset Password.
      3. After you sign in, change your primary Box email address to match your Google account address. Here are instructions for doing that.

      If you have tried this method and you’re still experiencing the login error. Please reach out directly to the Box Product Support team and create a ticket. 

       

      Hope it helps! We hope it get sorted out very soon. 

      A
      • Awika
      • New Member
      • February 18, 2026

       

      Dear Support Team,

       

      I am experiencing an issue logging into Box.

      Although our company discontinued Google Workspace in May 2025, my Box account,

      which I registered in February 2026, is still being redirected to Google during the login process. As a result, I am unable to access my account.

      Could you please check whether our company domain in Box is still configured to use Google SSO?

       

      Please let me know if you need any additional information from me.

       

      Thank you.

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