Authenticator App

Our elderly client is having trouble logging into her existing Box account. She lives in the US normally but has gone to Canada for the summer. I don't know whether that makes a difference. When she tries to login, she is prompted to enter a code from an authenticator app. This is a first. Historically she received a SMS text with a code. At my suggestion, she installed Google Authenticator on her phone. Of course, there is not yet any relationship between her Google Authenticator and her Box account. I'm thinking that she gets a QR code from somewhere. But how? What is our next step?

Rona

30 juin 2023 22:08

Hi Brad,

Welcome to Box Community and glad to help!

We strongly recommend to have the affected user to contact our Support team that way we could proceed. Please note that it's a login issue that needs to be addressed with the affected user herself.

We appreciate your cooperation on this.

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