We need access to a specific account that happens to be the only admin account <personal information-redacted>the company knows of having. The email is tied to an account that is no longer with the company and the MFA is tied to a cell phone number of a fired employee who is refusing to respond to give us the verification code. We do have access to the email account that is the administrator. The fired employee was instructed to change the admin to <personal information-redacted>but they never did, instead kept another terminated employees email tied and connected his phone number to the MFA. I have tried resetting the password for the account and I am still unable to get in due to the MFA. We have searched all of the terminated employee's email accounts and drives and cannot find a trace of a backup code to access the account. This is a pressing matter as the company heavily uses Box for company data and no one is able to administrate or create new users at this point and it is going to cause issues for new hires starting Monday as they won't have access to Box.

Thank you!