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

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Denis Vella

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

    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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