Unanswered questions

We currently don’t have any Admins. They were deleted when they left our organisation.I need to add some users and also change log in details of existing users.Can you tell me how I can do this please - and so that I can become Admin?I am not very tech savvy so simple answers please?Have tried to find out how to contact Box directly. (Raise a ‘ticket’) but I am going round in circles and maybe can’t do this as we have a free account??Any support welcomeThank you 

I signed up for a Box trial to create a demo for my consulting client, who is looking for a new content management platform. I specifically wanted to showcase how workflows can be automated using Box AI. However, Box AI is not enabled for my trial and I can’t create a demo of the solution. I filled out the form to request access to Box AI, but I don’t know if it will go through. If I can’t demo the AI capabilities, I won’t be able to include Box into the available solutions for my clients problem.

We occasionally get `401 Unauthorized` with `error="invalid_token"` when calling the Box Content API (e.g., DELETE /2.0/files/<FILE_ID>).This happens about ~2 times per month. Retrying the same operation later often succeeds.We believe the access token itself is not expired at the time of the request:- Access token was obtained at: <UTC timestamp>- Token lifetime: 60 minutes- Request time: <UTC timestamp> (within the lifetime)We also believe we are not using the same token in parallel (single job / single worker).Error response (sanitized):401 Unauthorized{  "request_url": "https://api.box.com/2.0/files/<FILE_ID>",  "status_code": 401,  "response_header": {    "Date": ["Sat, 24 Jan 2026 17:03:05 GMT"],    "Www-Authenticate": [      "Bearer realm=\"Service\", error=\"invalid_token\", error_description=\"The access token provided is invalid.\""    ]  }}Questions:1) Besides expiration, what are common causes of `invalid_token` on Box APIs?2) Could token refresh / t

I downloaded Box Drive on my Mac and every time I try to log in, it takes me to the web page which then takes me back to the drive again to try and log in. I can access my account on the web page but can't seem to get the drive to work on my Mac. I already tried to uninstall then install the drive again and it didn't help. 

Hi! Can you share steps on how to receive a copy of the SOC 2 report for our Vendor Management team’s review? We’re currently using a free account, but looking to move to a paid plan. I tried to check with Box Support, but was directed to Community Support for help. Thank you!

Hello - We have had a user delete a number of files and are wondering if there are any backups that we may be able to restore from.Thank You.

I am not a Box customer but need to report a malicious PDF file being used as part of a phishing attack. I have the URL of the box file available, but there is no option to report the file. Please tell me how to proceed to report it to your abuse team.

I have an issue with the Netsuite integration. I get this error, SERVICE AUTHENTICATION ERROR,  when trying to create a folder on a tranaction. I can see this has been raised previously with no comments or resolution. Can anyone assist?

Hi for some reason my desktop app for box.com is not syncing with my browser version Also my colleague is sharing files that i would have typically seen and now they are not been shared.  I cannot find solutions on the box nor can I find a dirrect support email to contact to help . This is extremely frustating as I am spending time trying to sort this out that i dont have. Have tried resetting the computer and reinstalled the box app still hasnt resolved the isssue please help regards Gillian 

Hello, I have a mac that is old and will no longer update (10.15.7) When I try to download Box Tools to print out in Word it tells me I need to update but the mac is too old to update. Is there a work around? Can I download an older version of Box? 

I was trying to make payment through debit card issued in Oman. But there is some error which is popping up always. Needs urgent support 

Last week, all the folders in my account disappeared unexpectedly. Does anyone know how I can find out what happened? Also, how can I get in touch with the Box support team for assistance? 

[TextContent(type='text', text='{\n "error": "403 The request requires higher privileges than provided by the access token.; Request ID: This is the error I get  

I’m trying to use this Nuget package (https://github.com/box/box-windows-sdk-v2/tree/main) to add metadata to files.I followed all the steps in this guide (https://github.com/box/box-windows-sdk-v2/blob/main/docs/Authentication.md#jwt-auth) using the JWT auth method, to set up the platform app, and set up the authentication in the code. I’m using the endpoint described here (https://github.com/box/box-windows-sdk-v2/blob/main/docs/FileMetadata.md#create-metadata-instance-on-file), but when I’m running the code I’m getting an error saying that the file with the Id I’m giving does not exist. I know this is not true because I can get to the same file in the UI, and the Ids match exactly.is there some special permission I need to give the app in order to access my files?

I have created a folder on Box.com and invited internal team members to access, upload documents, etc. I have taken subsequent steps to “share” the folder with my internal team members. My team members have informed me that when they log into their Box.com accounts they do not see the folder I have shared with them. Any assistance/suggestions would be greatly appreciated.

Tried to install current Box update and it failed.  I had my Box logs sent.  Please advise.  Thanks. 

Hi, my Box account was linked to my old work address which doesn’t exist anymore. Since it seems that Box can’t reset an email address and there is no way to get my files anymore, I want to delete that account but not sure how to do that when I can’t access the account. I also don’t want to keep paying for an account I can no longer use. So how can I delete that account?

I tried three times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

One folder, ann within a sub folder, just won't go. I can't delete it.I've tried everything I can think of;folder isn't shared anymore. Just me, as an owner, can acces the folder Installing an automatic action (deleting on a spesific date)I keep on getting the same message “there is a problem with deleting the folder, try again’. Think there is a bug or something like that… HELPIs there an Admin way to fix this?

My registered email provider is no longer in service, so I can't receive the password reset link. Since my password has expired, I'm locked out. Can you help me log in with my old password or update my email address to a new one?

Hello, I have a mac that is old and will no longer update. I need an older version of Box to be able to utilize the Box Tools. How do I download an older verson please?

There seems to be a problem with this app. Don't worry, your files are perfectly safe. Get in touch with Box support to get assistance with this app. We're here to help. Error: invalid_client Show Error Details (DOES NOT SHOW ANYTHING FOR THIS)

How do i change my email address? I've looked everywhere and it does not give me the option to change primary email;

Download icon is greyed out in Box app & no other option to allow download. I get this error message: Certain settings may not be available for this item due to permissions. Where can I change those permissions???I use box to share files that need to worked locally. I have been a customer for almost 20 year, never had a issue until a couple of weeks ago. Please help! 

Regarding two-factor authentication:After selecting the Authentication App, scanning the QR code to set it up, and pasting the 6-digit token, an error appeared stating that generating the backup code failed (Developer Tools showed a 400 Bad Request error).Currently, the settings appear to be working correctly on the configuration screen, but attempting to delete this two-factor authentication setup also results in a 400 error. Attempting to generate the backup code yields the same result.Additionally, when attempting to generate a public/private key pair via the developer console, an error message briefly appeared stating “Two-factor authentication is required,” immediately redirecting to `https://app.box.com/login/mfa?redirectUrl=/developers/console/app/2500631/configuration&from=dev_console`.In other words, it seems the two-step verification is likely not properly configured internally. However, since there is no way to obtain backup codes, I cannot even log out.This is just a de