Hello Box Community and Moderators,
I urgently need help recovering access to my personal Box account, which I have used for many years.
Until October 28, 2026, everything worked normally.
Suddenly, Box started requesting a physical USB security key that I have never owned or knowingly registered.
I have a Box passkey saved on my iPhone, but even after Face ID authentication, Box still requests a USB security key.
The same problem occurs on Windows and on my iPhone.
Previously, I received verification codes by email. That option is no longer available.
I have a free personal account containing years of extremely important work documents.
I opened several support cases, but received automated responses saying direct technical support is unavailable for free accounts.
I am posting here using a different account because I cannot access the original one.
Could a Box moderator please help escalate my account recovery request and arrange an MFA reset after verifying my identity?
I can provide my existing support case numbers and account details privately.
I urgently need to recover access to my files.
Thank you very much for your assistance.
