How do i actually get some support from someone at Box????

I am with Cisco, we have an entire Box folders set up that is shared with an external vendor and this is VERY important to our ISO certification. It seems that Cisco has asked Box to add 3rd party authentication factor and now i have two people who can not set up the authentication page and are simply consistently being asked to enter their authentication factor but are unable to because it has not been set up. They can't get to the set up page because they can't bypass the authentication page. Cisco is not helping me, he opened a ticket with Box who aren't helping him. This is beyond frustrating, it is affecting two people now and this is for our certification and i don't accept this. Why is no one able to help sort this and why can i not talk to someone at Box to help fix this?

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