Account locked and 2FA turned on when it wasn't added

To whom it may concern,

Two of my team members are having issues accessing Box and have attempted reaching out to support but have received no responses via phone or email:

1.) First team member is getting an error when trying to create an account - "There was an error processing your request. The account associated with this email is not eligible for online reactivation. Please contact our Billing Support team at XYZ or billing@box.com." - She confirmed she has never created an account with her work email address, and reached out to the box support email address, but has not received a response. Can someone please help us unlock her email so she can create a new account?

2.) Second team member is getting a two-factor authentication error, when 2FA wasn't set up on her end. Is there a way to disable this on the back end? This team member also tried reaching out to billing@box.com but received a bounce-back email.

Please let us know who I can have them reach out to to get these issues resolved.

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