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Question

Unable to perform 2FA due to lost device--already opened a ticket (see details)

  • November 13, 2025
  • 1 reply
  • 13 views
J

I already opened a ticket for this issue but apparently I must use the old email address that the box account was originally created under (my email has since changed). I lost the device on which my 2FA was created so I’m unable to use 2FA to access my Box account. I’m creating this duplicate ticket under the email address the box was originally associated with (per box representative request) to “further verify the account.” Please provide assistance as this whole fiasco has been chaos. Thanks

1 reply

Rona Box
  • Rona Box
  • Community Manager
  • November 14, 2025

Hi ​@JustNeedSupport1,

Welcome to Box Community, and we’d love to help with your MFA concern. 

 

Due to privacy and security concerns, you must submit a case using only the email address associated to the affected Box account. 

If you can’t login, please feel free to submit a case using this support link.

 

Thanks for posting!

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