Unanswered questions

I have invited an existing external Box account to a managed Enterprise account, but the user lost the phone which has Box MFA registered, so unable to sign-in. The account email address is <personal information removed> Could you please help.  Thank you

Hi there, Can the GCM scope be enabled for my application? App ID: 2510469Enterprise ID: [removed by moderator] Client ID: lvgbezph231yr90r00lv2swbujm9u22v Thank you

I noticed that all of a sudden the Invite Accepted Date field in the Collaborations Report has changed and due to this is no longer recognized in Excel as a date field which is very annoying as I need to do extra manual work to convert the field back into a recognizable date field,

I am trying to log into the Box Drive Desktop app. In the app, I select log in, which redirects me to a webpage where I input my email. Once I input my email, I am prompted to sign in with Google. I select the email associated with my Box Drive account, and the webpage indicates that it is launching Box Drive. The Box Drive desktop pops up, but the app still shows the same log in screen that appears when first starting the app. I receive no error codes or notifications. This is a clean install of Windows 10. I have tried to uninstall and reinstall the application multiple times.

I have been granted access to a fair amount of videos under my work email, but only can login with my personal email. When I attempt to create a new account with my work email I am told repeatedly that “it is not a valid email”  even though no authentication has been run yet on the email, and yep I am sure I got it all correct. Because of the various numbers of people sending me information it really doesn't seem professional to tell them “Oh Box can't figure out how to register this email, please use my personal email”

Hello- I recently deleted a folder and is not in my trash. Are you able to restore by any chance?   Many thnaks in advance.

I seem to be having an issue opening box in a non-persistent setup. when opening box it says there is an issue and box closes. It then ask if you would like to send logs.

Hello, I would like to ask for clarification regarding file activity records in Box.According to the activity log, on January 13, 2026, multiple files — including a file I use as my primary working file — were updated at the same time and appear to have been copied to another location. These actions are recorded under my user name.However, I did not perform any file copy or intentional update on that date.In addition, the copy destination shown in the activity log is a location I do not normally use, which makes this behavior unclear to me.I have reviewed the activity log carefully and can confirm the following,  All activity is recorded only under my account There are no records of access by other users Security notifications for unauthorized access are enabled on my account No security alerts or notifications were triggered Based on this, I do not believe this issue is related to unauthorized access or account compromise.Could this behavior be caused by backend processing, rein

How can I restrict Box WebApp from mobile devices (and not from Windows machines)?We tried following the article below, but access is still granted. We also have SSO enabled for the Box tenancy.Extending Device Trust WebApp restrictions for mobile devices – Box Support

Having a problem when I try to open MSOffice files through the web application and BoxTools. I can open files in Office for Web but when I try Office for Desktop I get this message:  “This action couldn’t be performed because Office doesn’t recognize the command it was given”I can open the files using Windows File Explorer through Box Drive. Any suggestions or ideas?   

I am using the EMBED widget to share files from BOX to my website. It is a bad user experience to see the names of internal staff who updated files I'm the "updated" Column...any way to suppress this? I can't find anything in the help:  https://developer.box.com/docs/box-embed

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?

Hi allI’m trying to login to the box drive desktop app on my macbook (OS version Tahoe 26.2). I am stuck in a loop of the app asking me to login, logging in through my browser, the app being relaunched only to ask me to login again. I have tried using the reset tools to no avail. The UI logs indicate that there is some issue with “PKCE verification”? Hugely appreciate any help on the matter. 

Hi, We would like to share BOX folder to non-GE supplier to share NLR information. Need help on the same. Thank you.

I recently resubscribed to Microsoft Office 365. The box to integrate is grayed out. I have cleared the cache and cookies, removed and re-added the Box Tools, and the Office apps. The problem persists.

Hi, I'm having issues where I'm not able to edit Microsoft Excel files using the Microsoft Excel under the open dropdown, as the option to open in Excel Desktop is greyed out. Microsoft Excel for web and Google sheets are not greyed out and work, but I prefer to use the first Excel under the open dropdown.  This is occurring with all Excel files for me, but is not a problem for other users. I talked to someone in support and they confirmed that it should be working,   

Hi I am unable to view my files after login into my [removed by moderator] account. Payments and billings are up to date and i’ve also attempted clear cache and also using an alternate PC for this. None of my files are viewable nor retrievable, nor is it in the trash. After login, an error occurs saying that the files cannot be found and requires me to re-login. Please advise.

I just switched from a Free Account to a Paid Subscription and now all my exisitng files are missing.

I need to export the list of sub-folders in a shared folder. I am the owner of that folder but I am not an admin user in my organization. 

Hi there, we have a strange situation that one admin of our Box Business Plan has the option of sharing single folders with external clients (pw protected), but one admin not. We double checked all company settings and profile setting and everything seems the same. When we introduced Box, the admin who has no access was on a private plan already and was added lateron to the company and made admin. But everything else is the same between both admins and settings and rights do not differ at all.Has someone encountered a similar problem already and could help?Best

I cannot sign to my account.  When I ask to reset the password, I never receive an e-mail to reset it.

Hi,I have created an application (2392115) to read the files from a program. It is in status “Pending Authorization”. How long it takes to get approved?  Thanks. 

I recently renewed my Microsoft Office subscription and now it is not opening in Box.

Hello: I provide IT support for a major university.  I need to download the Box Sync .msi file for installation on a Windows system.Yes, I know Box Sync is being deprecated in December, but I still need the installer.I can only find the installer for Box Drive but not Sync anywhere.   Please advise.Thank you.  

Over the last few weeks I have deleted probably 20GB worth of data but only saw my storage availability increase by just a few hundred MBs.  I even had you guys run whatever script thing you use to fix the storage capacity problem.  After that, instead of my data storage going down, it actually went up 9GB so now I've been over capacity for more than a week.What is going on?  Am I really more than 8GB over my 100GB storage or is it a problem on your end?