NI - Support Specialist Guide - User Account Disabled/MFA

Description/Purpose: This is the Support Specialist guide to assist a user after their account is disabled for not having 2-Step/MFA Authentication set up.

Clients having issue: NewcrestImage users that have a Box storage account that they are unable to access after a push to adopt MFA use.

Instructions:

1. Go to Box.com and login using the credentials from 1password.

2. Go to the Admin Console.

3. Click on "Users & Groups". Search for the user with the search bar and click on the account with their name.

4. In the Status field click on the drop-down menu and switch the Status to "Active".

5. Communicate with the user:

• Let the user know why their account was disabled:
  • Because accounts that did not have 2-Step Authentication set up were deactivated for security.
• and that you would be happy to temporarily reactivate their account so that they may set up 2-Step Authentication.
• In addition, provide the user with the Knowledge Base Article:
  • NI - User Guide to Set Up 2-Step Authentication for Box

Additional Notes: