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can not access box application

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Lydia Li

 issue root cause is user’s MFA authenticator not correspond to Box’s  2-step authenticator（used wrong app to bind, can not access now）. Can you help to reset the user box account profile or clean the authenticator . thank you

Users ID: <personal information-redacted>

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  • Rona

    Hi Lydia, 

    Welcome to Box Community and glad to assist! 

    Due to privacy and security reasons, we encourage the affected user to directly contact Box Support and open his/her ticket. 

    We'd love to further assist! 

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  • Lydia Li

    Hi Rona，

    I helped her raise this ticket to get help， she can not login and reset password cause need 2-step authenticator  but she has been uninstalled wrong MFA app, original 2-step authenticator  is disappear when she reinstalled,pls help to reset her 2-step. then she can rebinding her 2-step. if any information you require. pls let me know.

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  • Lydia Li
    • Modifié

    she can't login so she can not open her ticket,

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  • Rona

    Hi Lydia, 

    Good day! 

    You can open a ticket without the need to login to our Support website. By using this link the end user would be able to open her ticket. 

    We'd love to further assist! 

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