I cannot access shared files

👋 Hi ​@Amy Merritt, welcome to the Box Community!

If you were previously able to access shared files but suddenly lost access, the issue is typically caused by one of the following common scenarios:

1. Collaboration Expiration or Removal:

   • Auto-Expiration: If you were invited as a collaborator, collaboration invitations can be set to auto-expire.
     Additionally, if your collaboration status was changed from “Accepted” to “Pending” (often because of not meeting admin-configured security requirements like strong passwords or multi-factor authentication), the invitation automatically deletes after 30 days.
      
   • Owner Removal: The owner of the collaborative folder may have manually removed you from the collaborator list. If this is the case, the folder will disappear from your account and will not be in your trash.
     You will need to contact the folder owner to have them reinvite you.
      

2. Shared Link Changes or Deactivation:

   • Link Disabled: If you were accessing the files via a shared link, the owner may have disabled the link. Disabled shared links are permanently deleted, and if they are re-enabled, a new unique URL is generated.
      
   • Restrictive Enterprise Settings: Your organization’s administrator (or the owner’s administrator) may have changed the sharing policies.
     For example, if the admin restricts shared links to “People in your company” or “Invited people only,” any pre-existing open shared links are automatically lowered to the more restrictive setting, which can block your access.
      
   • Link Expiration: The owner may have set an expiration date on the shared link, after which it is automatically deleted.
      

3. Account Mismatch (Wrong Account):

   • You might be logged into a personal Box account or a different company account than the one to which the file or collaboration invite was originally sent.
     Verify that the email address you are logged in with matches the exact email address where you received the invitation.
      

4. Two-Factor Authentication (2FA) Requirements:

   • External collaborators are often required by enterprise administrators to enroll in and use Multi-Factor Authentication (MFA/2FA) to access shared content.
     If you have not completed your 2FA setup or if there is an issue with your 2FA configuration, your access will be blocked.

✅ Recommended next steps:

• Verify your login: Ensure you are logged into Box with the correct company account.
• Check 2FA: Make sure Multi-Factor Authentication is properly set up on your account.
• Contact the Owner: Reach out to the person who shared the files with you. Ask them to verify if you are still listed as an active collaborator, if the shared link has expired/changed, or if they can send you a new invitation link.

Thank you! Feel free to reach out if you have any other concerns.