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2FA Setup not working

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Aloyse Harles

Hello,

I wanted to change from SMS 2FA to an authenticator app, and had to first remove my SMS 2FA to be able to do so.

Then, two problems arose:

- When trying to activate the 2FA with an app, it will keep 'generating' the QR code, but never show one, so I cannot add it (I tried Edge and Firefox on Windows 11, I also tried Safari on iPadOS 17.6)

- When trying to activate the 2FA with sms (like I had before) it keeps saying that my phone number is not valid, whereas I am sure it is correct (I tried with / without country code, etc)

The result is that I now cannot configure 2FA. Can you please fix this asap?

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  • Aloyse Harles

    I forgot to mention that I also deleted cache and cookies, it didn't change anything.

    After restarting my computer, it did work, the code got generated.

    However I'm wondering if the restart had anything to do with it, since it also didn't work on the iPad, where there was nothing from box in the cache. Is there perhaps a delay coded in your system between canceling the old SMS 2FA and setting up a new one? If so, why isn't this mentioned on the setup page? Also, my search in the forums found about 20 such posts, but box was unable so far to post an answer or add a FAQ-article about this problem, (sometimes they open a ticket with product support), which would be useful and help users from wasting their time trying different fixes that do not work.

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  • Ann

    Hi Aloyse, 

    Welcome to Box Community!

    In case you'll encounter the same problem in the future, it would be best to submit a support ticket here, so that the support team can investigate on the issue. 

    Thanks for posting!

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