External user got new phone; now cannot receive codes or log into Box

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Hope Broyles

• April 21, 2025 13:13

I have an external user that got a new phone and threw away or recycled his old one, without setting up MFA for his new phone. Now he is not receiving login codes and cannot access Box or collaborated files and folders. He does not work for CPC and is not a managed user, and there seems to be not much I can do for him. Please advise?

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  Rona

  • April 21, 2025 21:03
  • Edited

  Hi Hope, 

  Welcome to Box Community and glad to assist! 

  For security and privacy reasons, kindly have your external user to reach out to Box Support. 

  Moreover, due to the nature of the user's issue. The user can open a case through 'this link' without the need to log in.

  Thanks for posting!

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