Hi there,I’m writing on behalf of my colleague, Bav, who is currently locked out of his Box account.
He uses Box regularly to send and receive files from clients, but is unable to log in after changing his phone number. The account has 2FA enabled, and verification codes are still being sent to his previous number, which he no longer has access to.
Because of this, he’s also unable to submit a support ticket himself, as that requires logging into the account.
The email address associated with the Box account is the same one Bav normally uses, but I’m contacting you on his behalf as he is fully locked out.Could you please advise on how we can restore access to his account?Thank you for your help,
Question
User Locked Out of Box Account Due to 2FA Phone Number Change
Hi
Welcome to Box Community, and thanks for taking the time in behalf of the affected user.
Since this is a login-related inquiry, we need the request to come from the affected user himself. Also, I understand that given the issue he’s unable to login and access the Support site and submit his own support case.
In that case, kindly send this link to the user and have him create his ticket. This way, the affected user will get to reach out to the Box Product Support team directly without having to log in.
Thanks for posting! We would love to help him disable his Multi-Factor Authentication to regain his Box access.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.