Skip to main content
Question

User in my organisation does not get password reset

  • May 23, 2025
  • 1 reply
  • 17 views
C
Forum|alt.badge.img

Hi Box Support,

A user in my organisation is having an issue with resetting her password for box.com, others within my organisation can reset their password fine but she does not receive the reset email even though everyone else in our organisation receives email from box.com fine.

I have noticed that it seems my account was set up incorrectly as when trying to access a link that I have been sent access to I can see that my name is as Davidson, instead of Davison.

It should be:

NOT

She urgently need access to the site to do some urgent work with the files in the share access she have been granted so please can someone take a look at this?

Regards

Alex

    1 reply

    C
    Forum|alt.badge.img

    Hi Alex, 

    Welcome to Box Community and glad to assist! 

    Please have the affected user to update her primary email address on Box. Here's the steps: 

    1. Login to box.com and in Account Settings>  Login and Email Addresses section.
    2. Click Add More Emails.
    3. Enter a valid email address.
    4. Click Save.

    An email verification will be sent to the address you entered. Click the verification link in the email to confirm and add the alternate email to you account.

    To make a secondary email address your primary email address:

    • Click Make Primary next to the email address you want as your primary email address.

    Hope it helps! 

    Terms of ServiceAccessibility statement