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I can’t log in my account because I changed my phone number, so I’m not receiving the text message

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Beatriz Bertonha Betini

I successfully changed my password via my email, but I changed my phone number recently and I am unable to receive SMS to continue the recovery of my account.

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5 comments

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  • France

    Hi Beatriz, 

    Welcome to the Box Community!

    This will require our Box Support team to work directly with you, so I went ahead and submitted a new ticket for you.

    Please check your email for details and updates.
     
    Thanks for your patience!
     
    Best,
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  • Malik

    hi

    i forgot my password and cannot reset it because I don't have my old phone number with me now where I receive SMS, so please with it. it's for my account ( fortoti@gmail.com )

    Thanks

    Regards

    Malik

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  • richard kientzler

    Hello,

    I also change my phone number and now impossible to connect to my box. How to unlock my account and update my phone number or use 2FA ?

    Incredible to be blocked like this (I have to create a new account in order to post this message !).

    Thanks in advance for your help.

    Richard

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  • Amy Dias

    We have an external user that is having this same issue.  She has a new phone and cannot get her text messages to get into her Box account.  What can be done?

     

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  • Box User

    I have the same issue.  I created a new account in order to leave this message.  I had to change phone number and phone and even though the email registered with the account still good, Customer Service would not allow me to access my account.  They are asking me for details that are very hard to remember.  Things like the date the account was created.  Also filenames but I do not have them because I lost all the info on my phone and that is why I have many files uploaded into my Box account.

    Hopefully someone on this forum will answer with a solution.  

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