Skip to main content
Question

Unable to restore files from Content Manager trash via admin console

  • July 24, 2026
  • 2 replies
  • 22 views
S

 

My files were unexpectedly moved to trash in Content Manager after upgrading to Business Plus. I need to restore them via the admin console. It seems to “move” them is the only option but there is no registering location, even folders that are currently there, when I search and try to complete the step. 

Please confirm the correct steps to restore or move the trashed files from the admin console back to their appropriate locations.

This is time-sensitive and needs prompt attention. Thank you in advance.

    2 replies

    Jey Bueno Box
    Forum|alt.badge.img
    • Jey Bueno Box
    • Community Manager
    • July 24, 2026

    👋 Hi ​@scolburn, welcome to the Box Community! I’d be happy to assist.


    In the Box Admin Console, "Move" is not the correct function to restore items from the Trash. The "Move" feature in Content Manager is designed for active files and is only supported for files (not folders).


    To restore files or folders from a managed user's Trash back to their original or appropriate locations, you must use the Restore function:

    1. Go to Admin Console > Content and select the Content Manager tab.
    2. Select the Expand control ( > ) next to the user's name on the left folder tree.
    3. Select Trash.
    4. Hover over the file or folder you want to recover and select the Restore icon (or select multiple items and click Restore on the top action bar).
    5. Choose the Destination:
      • Original Location (Default): Select Restore to return the file to its original folder.
      • New Location: If the original parent folder has been deleted or is no longer available, Box will automatically prompt you to select a new restoration folder location.
         

    If you are attempting to use the "Move" or "Drag and Drop" features within the Content Manager on items that are currently sitting in the Trash, it will not work.

    • Making changes, moving, or editing folder settings is not possible while the item is in the Trash.
    • The folder tree will not register target locations for trashed items because they must be restored first before they can be moved or manipulated.
       

    If you need further assistance with restoring files, please submit a ticket to our Product Support. If you’re not seeing your available support channels yet, please click here to access the ticket form.


    Thank you!

    Jey Bueno Box
    Forum|alt.badge.img
    • Jey Bueno Box
    • Community Manager
    • July 25, 2026

    As a quick reminder, you may not immediately see all of your files after the upgrade. This is expected: your account type has transitioned, and some content may take up to 24 hours to fully propagate and become accessible again.


    If this window has passed and certain items are still missing, you can reach out to our Product Support team for additional assistance.


    Relevant community discussion:


    Thanks, and please let us know if you have any other questions.

    Terms of ServiceAccessibility statement