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Question

How to Reactivate Box Account After Enterprise License Expired and Why Support Is Hard to Reach

  • December 16, 2025
  • 1 reply
  • 108 views
N

Hi Everyone,

We have a situation where 4 users in our organization were using Box accounts under an Enterprise License, which expired at the beginning of December 2025.

Since then, Box has locked these 4 accounts. We can still log in, but we cannot access any data.

My vendor has been trying to help by submitting a ticket and sending daily emails to Box Support with the subject line:
“Urgent! Box Product Support - Update on Case #3465535”
However, we haven’t received any response for about 4 days now.

I’m new to Box and wanted to post this here in hopes someone can guide us on:

  • How to reactivate the accounts after the license expired
  • Why it seems so difficult to get timely support

Thank you in advance for any help!

Nhat Le

    1 reply

    Jey Bueno Box
    • Jey Bueno Box
    • Community Manager
    • December 17, 2025

    👋 Hi ​@Nhat.Le, welcome to the Box Community! Thank you for raising this concern.

     

    I reviewed the account in question, and it appears the admin initially deactivated it online. This action prevents access for the associated users, and collaborators can no longer view files previously shared by those accounts.


    I also see that the admin has reached out to our support team multiple times regarding this ticket. My apologies for any delay. We’re currently experiencing a high volume of requests and address them on a first‑in, first‑out basis.


    Please note that reactivation is handled by our Billing team and falls outside the scope of community support. While we’re unable to resolve this directly, I’ve added a note to the case and informed the assigned support team. Your admin may also contact our Billing Support by phone; the number and support hours are documented here:

    📞 Billing Support at Box

     

    We appreciate your patience and look forward to having this resolved soon.

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