My Cellphone was restored and now I can´t log in my account because 2nd step verification is needing

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Adriana Amezquita

• 1 août 2023 16:57

Hi 

I´m Adriana the IT Coordinator , one user put in contact with me because your cellphone mobile was restored and now cant login on their account, the system is requesting an security code with 6 numbers but, he does not have installed the authenticator app.

we contacted with the box account administrator to try remove the 2nd step on my mobile but this is nor appearing on the system.

I trying setup an other device but it´s requesting me an QR code but i can´t log on.

this is now an infinity bucle.

could you help us please to restore the 2nd step authentication?

let me know any comment or question

regards

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  Rona

  • 1 août 2023 22:31

  Hi Adriana, 

  Welcome to Box Community and glad to help! 

  In order to help the user to address his log in issue. Please have the affected user to visit our forum and we'd be happy to open a case for him. 

  Thanks for posting! 

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  Adriana Amezquita

  • 1 août 2023 23:30

  Hi Rona 

  the end user cant access to the forum because isn´t access to him account.

  exist another method to get help?

  let me know any commets or question

  regards

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  Rona

  • 2 août 2023 16:52

  Hi Adriana, 

  Good day! 

  Please send him this link (https://support.box.com/hc/en-us/requests/new?ticket_form_id=360002479454&referrerPageUrl=https://support.box.com/hc/en-us/requests/new) instead. 

  Hope it works! 

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