User cannot access account due to being asked for MFA but does not have the app

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Denis Vella

• April 24, 2025 14:16

Hi,

We have a user who is able to change the password of the account.

However, the user cannot log in to access anything because the user is prompted for the two-factor authentication number.  Two-factor authentication was not set up for this account.  How can we reset the two-factor authentication so that we can access the account details and content?

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  Rona

  • April 25, 2025 21:24

  Hi Denis, 

  Welcome to Box Community, glad to assist! 

  Due to privacy and security reasons, we recommend that you have the user to directly contact Box Support.

  Thanks for posting! 

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