MFA & Verification Issues

How to Fix Microsoft Authenticator Codes Not Accepted by Box

Maira Mehtab Sep 22, 2026 869 views

Question details

The user is unable to log into their Box account because the two-step verification system is rejecting Microsoft Authenticator codes or backup codes.

Product: Box / Microsoft Authenticator
Device & OS: not provided
Scenario: Attempting to sign in to Box using two-step verification with the Microsoft Authenticator app.
Observed behavior: Box rejects the provided Microsoft Authenticator security codes or backup codes, blocking access to the user's account.

Before you start

Ensure your mobile device's date and time settings are configured to update automatically, as time-synchronization mismatches are a frequent cause of rejected authenticator codes.

Solution 1Recommended

Contact Box Administrator or Box Support

Because the sign-in request directly originates from Box, their internal support team or your organization's IT admin is best equipped to reset your 2FA settings.

Authentication failures on Box often stem from service-specific enrollment issues or deactivated tokens on the server side. In these cases, the authenticator app itself is functioning correctly, but the connection between the app and your Box account needs to be reset.

Reach out to your IT Administrator

If you are using a company or enterprise Box account, contact your internal IT department. They have the administrative rights to temporarily disable two-factor authentication or reset your MFA enrollment.

Submit a Box Support ticket

If you are on a personal account or do not have an IT admin, go to the Box Support website and submit a help ticket detailing that your 2FA codes are no longer being accepted.

Have your identity verification ready: Box support or your IT admin will likely require you to verify your identity through alternative means before they can disable two-step verification on your account.

Solution 2

Seek Specialized Microsoft Authenticator Support

If you suspect the issue is with the Microsoft Authenticator app itself rather than your Box account, you can get specialized help from Microsoft.

Solution 3

Re-sync Time on the Authenticator App

Fix time-synchronization problems that cause valid codes to be rejected by the server.

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Frequently Asked Questions

Why is Box rejecting my Microsoft Authenticator codes?

Box may reject codes due to incorrect time synchronization on your mobile device, a corrupted 2FA enrollment token on the Box server, or account-specific service issues. Codes are time-sensitive, so a device clock that is off by even a minute can cause failures.

Can I use backup codes if my Microsoft Authenticator app fails?

Yes, if you previously saved the backup codes provided when you first set up two-step verification for Box, you can enter one of those codes in place of the app-generated code. Each backup code can only be used once.

Will reinstalling Microsoft Authenticator fix the Box login issue?

Reinstalling the app is not recommended unless you have a backup of your accounts enabled. If you delete the app without a backup, you will lose the Box authentication token entirely and will definitely need a Box Administrator to reset your access.

Login & Account Issues