Have 2 accounts but sign-in defaults to wrong one
I have both a personal (free) and a business (paid) Box account with separate e-mail addresses and passwords. Every time I try to sign in to the business Box account, it defaults to my personal email in the sign-on box despite multiple times clicking on "not me" on the personal email pop-up and re-entering my business email address and password. Extremely frustrating for a service I'm paying for and apparently can't access. What is the magic trick to change log-in to a second account? These are not shared accounts with anyone.
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Hi Melanie,
Welcome to the Box Community!
Have you tried clearing the cached data that is stored in your browser to see if this resolves the issue for you?
Here is an article that walks through how to do this on the different browsers that Box supports.
Hope that helps!
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I'm also having this same issue, even after emptying cache and hard refreshing. I am wondering if it's something to do with the email being the same as the Google account that I'm logged in to in Chrome and it's detecting the Google cookie/session and overriding me.
If I use an incognito window or a different browser it's okay. Annoying though.
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Clearing the cache of the browser (and even switching browsers) doesn't work. I eventually had to log out from within the account (dropdown list below my icon) and then try to log in to the other account with multiple tries. The business email is an Exchange account and the personal account is an Apple mail account, so nothing similar between them. Must be a bug at Box.
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Hi All,
This might be related to your credentials and passwords that you have saved in your browsers since you are using multiple Box accounts and switching from one account to another by login/ logout.
Have you also tried to clear the cached credentials in your browsers? I've found this online article that may help you do this on different browsers:
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I also have this issue -- I have two separate business accounts, and it's incredibly annoying that I can't click the "Not me" button and log in to the other account. I have tried everything that others on this thread have done, and nothing seems to work. In any event, having to clear the credentials cache every time is a non-trivial action that I don't want to and shouldn't have to undertake just to be able to log in. The only solution I have found is to use different browsers (Chrome and Edge) for the two accounts. This is a bug that I really wish Box would fix.
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I'm having the same issue where Box login defaults to my personal (paid) account when I need to access my work Box account. A couple weeks ago I could try the same login multiple times under "not me" and finally (indiscriminately) be allowed into my work account. Last week I could only access the work account from an incognito browser. Today, that doesn't work so I've cleared all cache history on browsers and in my personal Box account history. I'm still unable to access my work account. Please provide a solution to this (bug?)! I use LastPass and wonder if that would be part of the complication, but LP appears to correctly offer credentials to both accounts, while Box prevents access to my work account.
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The best way to work around this issue (hopefully short term) is to use an incognito or private new browser window or tab.
In chrome it is a new incognito window.
In Microsoft it is called InPrivate Browsing.
Similar concept in all browsers and you don't have to clear your cache or saved passwords.
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Found an easy solution...
My problem happens when I land on the accounts.box page (the one where you are presented with login email address box on loading).
The solution is to click the Box logo on that page, which takes you to Box.com/home. Then click the login button (upper right). Now, log in as usual.
Hope this works for others.
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Hi todd, that doesn't work for me. I am an admin for different box.com licensed builds, so I have to do this frequently.
Same problem as others--extreme time waster. Clear cache? Nope. Clear cookies? Nope. Edge works, doesn't have this issue chrome does. My bet: Javascript issue at Box.com? Bug!! That would be my guess. Incognito works as a workaround.
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I am having this issue too. I don't save logins/passwords on my Chrome. I enter my second email address, and that email address appears briefly on the password page but then magically changes back to my first email address. This has to be a Box issue - there's no other site I've come across where I have multiple logins that has this issue.
UPDATE: I found that my issue was due to LastPass entering in my email address and continuing to do so even if I entered the email address I wanted to in the login field.
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I'm having this problem too.
I enter my email address but when I click "Next" the next page says, "Signing in as <my mother's email address>. Not You?"
When I click on "Not You" I enter my email address and get the same result after clicking "Next"
I have this problem whether I use LastPass to fill in the email address or use my keyboard to type in my email address. After typing in my email address and clicking "Next" the login screen still says, "Signing in as <my mother's email address>. Not You?" and has pre-filled my mother's password. If I overlay my mother's password with my password, the login screen says, "Invalid Login Credentials"
Yes, I tried the recommended solutions. Yes, I tried clearing my cache. No, I don't have any passwords stored in my browser, Chrome. Still, the login screen won't let go of my mother's email address.
I figured out a way to fix this last week and logged into my account--yes, using LastPass no less. But now, the next time I log in, it has my mother's email address stuck in its craw again. Very frustrating!
And, of course, I can't remember what I did to fix this problem last week! Ugh. 😩
UPDATE 13-Aug-2021: My work around involves using the Box app on my iPhone:
- Email the document I want to add to my Box account to myself.
- Open the email
- Open the attached document and tap the Share icon
- Select Box
- Navigate to the desired Box location/folder
- Tap Upload
Works great … except for that first step, emailing the document to myself. Email is NOT secure so I'm potentially exposing sensitive information to the internet. Bad idea.
Anyway, obviously the Box account with my email--as opposed to my mother's email--is quite accessible via the Box app; there is nothing wrong with my account.
The problem is logging in from a browser. The Box web interface will not let go of my mother's email address for some reason.
UPDATE 31-Aug-2021
Obviously (if you are using Box Sync) a better workaround is to simply move files in/out of the the Box Sync folder/directory on your computer, thereby eliminating the need to log into your account via a web interface.
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I opened support cases with Box (2455545) and LastPass (5923010)
https://support.box.com/hc/en-us/requests/2455545
https://support.logmeininc.com/lastpass/mycases?casenumber=15923010Box says that they were able to reproduce the problem by "including multiple logins/profiles for the site https://account.box.com/login" so they have closed the case.
LastPass says: "We have tried to reproduce the issue on our end with 2 different box.com accounts one under emergency access and the other one on our own vault. The issue was not reproducible on our end and we noticed that there are a lot of users reporting the same behavior through the Box support community forum so we think the issue is not our end." Nevertheless, they are investigating the issue and have asked for logs and screen recordings for different scenarios including Incognito mode and using a new Chrome/Google User. They haven't made a final determination yet.
LastPass also offered a workaround for logging in from the website using the Chrome browser:
- Go to: https://account.box.com/login
- After entering the email address and clicking the Next button, you arrive at the password page (which has the wrong email address in grey above the password input field).
- While on the password page, move the mouse to the red LastPass ellipsis ("…") icon to the right of the URL input area (near the top right-hand corner of the Chrome window). Click on the icon and a LastPass window will appear. Select the LastPass account you want to use. The grey email address will change to the email address in selected LastPass account and the and the password for this account will be filled in correctly. Click the Login button and you will be logged into the selected LastPass account.
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Well, I don't know what happened in the year since I posted the original complaint, but today I was able to switch between my two separate Box accounts with no problem - Shock! I'm currently using Safari as my browser. Fingers crossed that the bug is fixed. I log out of one account and then log into the other one with separate credentials. I do have Box Desktop installed on my laptop, but that only accesses my personal account, not the second business account (as far as I can tell). Not a big deal, just an annoyance.
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Yes, I’m sorry for not posting the resolution to my problem earlier.
Apparently there was something corrupted about the credentials stored in LastPass. The problem went away once I deleted one of the LastPass entries and re-entered the very same username/password in a new LastPass record.
It was worked fine ever since.
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Thanks to the hints from the others here, I have the solution to fix the LastPass corruption without deleting your LastPass entry. Edit your LastPass entry, click on the advanced (wrench) icon, then delete all the form fields. You should only have the user / email in the main LastPass page.
This has been a problem for me for a long time... all fixed now.
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Reopening this one because it has nothing to do with Lastpass nor a private browser/cached cookie, no matter how I login, using the Box url I want, I am redirected to an apparent default box. This seems to Box standard behaviour. I've trying logging everything out, private browser, going through links to the box I want, but it always send me back to the default. What to do?
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I use LastPass, and I have had success by unchecking the "Autofill" option for all profiles for Box under the Advanced Settings. You must manually pick the account for both the email and password fills, but it has let me switch between 3 accounts when previously it would only let me log into 1.
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