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resetting/disabling 2FA

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Chung An

Hi,

I posted on here yesterday and didn't get a response so just reposting.  My boss cannot access his Box account because he changed phones and the authenticator didn't transfer over.  We've tried contacting support and the support agent asked for the exact date as to when his account was created and when the last time he accessed the account in order to reset his 2FA, but it's impossible for him to know that information.  Is there another way to have his 2FA reset or disabled?  This has been the most frustrating process and not sure what can be done to solve this (don't want to have to create a different email address/account).  Any help would be much appreciated.

Thank you

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  • Chung An

    Hi is there anyone who can help?

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  • Chung An

    He can't even sign into his account and clients are sending over media files for him to review.  Any help asap would be appreciated.

    Thank you

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  • Rona

    Hi Chung An, 

    Welcome to Box Community and glad to help!

    If you can't log in to the Community site due to your MFA issues. Please have the affected user to use this link to open a case. 

    We'd be happy to further assist! 

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