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Question

Uploaded images not visible on other end

  • June 15, 2026
  • 1 reply
  • 25 views
H

I am employed by Love & Photos, I had my first wedding with them Saturday. I click on the link they gave me and they said my email was not a biz email so I used another ( [removed by moderator] ), my email attached to Love&Photos is [removed by moderator] Anyways, I then had to upgrade for more space. L&P should not need more space, it is unlimited. They said I should contact you and ask for a refund. But not I am trying to upload my images and it is complete but on their end they do not see any, can you help, on my end it says I have over 2000 images sent....SO two questions, can I get a refund and secondly why can’t they see the images on their end.

*​Title updated from “not seen on other end” to a more descriptive title for clarity.

      1 reply

      Jey Bueno Box
      • Jey Bueno Box
      • Community Manager
      • June 16, 2026

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

      1. Refund for the account upgrade:

      • As you mentioned, L&P has unlimited storage and you should not require more space, you can submit a formal request to our Support team. To do this, please email cancel@box.com or submit a ticket directly to explain the situation and request for downgrade and refund.


      2. Why can’t they see the uploaded images on their end:

      • When a user sends you a File Request link, it opens a dedicated, secure upload page. If you did not upload the images directly through that specific webpage/link, but instead logged into your own Box account and uploaded them to a folder you created there, they will not be able to see them on their end.
         
      • I see you’ve used some space, so I assume this is what happened.
         
      • ✅ To resolve: Use their link. Click the exact File Request link they sent you (or request it to be sent to your biz email). This will upload them directly into the owner's folder where they can see them immediately.


      On the other hand, if you sent the client a shared link to your folder of images, the link’s access level might be restricting them. If your link is set to “People in your company” or “Invited people only”, the client will not be able to view the files.

      • ✅ To resolve: Hover over the folder in Box, click Share, and ensure the shared link access level is set to “People with the link” so that external clients can view and download the images without restriction.


      If you need further assistance with sharing the uploaded content, you can submit a ticket to our Product Support. Thank you!

       

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