Unanswered questions

Hi, I am sharing documents with external parties using My Box Notes. I recently received messages from external parties saying they cannot view the documents, and each person had the following inquiries. Is there a solution?1) It seems that the Box Authenticator settings were insufficient, and I can no longer access the content. Could you please reset the Authenticator settings for my account? When I click the BOX link, it takes me to the 2-Step Verification page and asks for a Backup Code. I am using MS Authenticator. 2) I am using Microsoft Authenticator. I cannot log in to BOX, so I cannot reach this screen and cannot obtain the QR code. Thank you, and hope to hear back with a solution.Best,Minami

I set up a folder on Box and share it with several collaborators form the same external organization at “Editor” status. One of them was able to access the folder and upload documents, and another cannot access at all.We have tried resending him invitation, and using incognito browser window to open the link. Nothing works, and it’s getting increasingly frustration. Can someone help with this issue? Thx!

C:\Users\User\Boxにtest.txtがある場合、Boxフォルダで検索をしてtest.txtは検索されるが、C:\Users\User\Box\AAA\test.txtの場合、、Boxフォルダで検索をしてもtest.txtは検索されない 

Dear all, greetings. I’m a beginner user of Box in Japan.Currently, I’m using Box Drive.I’m facing an issue where, after opening and editing a file (Rebro) within Box Drive, I cannot overwrite or save it with a new name back into Box properly. I get an upload error.Let me explain the attached image.One day, a blue cloud icon appeared under the “Status” column, and since then, this issue has started.Files with “$$$$” at the beginning of the name are ones I created while trying different solutions. These files have shrunk to 1KB in size and cannot be opened by others.The file marked as “Updating” (with a circular arrow icon)—in the image, it’s named 20251031.reb—is a file I saved with a new name. It can be opened, but I get the message:“The file is either in use or you don’t have access rights. Do you want to open it as read-only?”This situation has persisted for over a week, and I’ve tried uninstalling and reinstalling Box Drive, but it hasn’t improved. I would greatly appreciate any ad

Hi, I started copying a synced folder and subfolder when it failed. Now I’m trying to delete the folder and it wont allow me. I tried setting up another account and sharing as a collaborator which worked and the folder appeared on the other account so then I tried to change ownership to the other account and it wont allow that either. I think it believes it is still copying as I get a the message it is in use by another operation. Any ideas greatly appreciated. I previously sent this and was told that a Box member would be in touch however have heard nothing. Pete

Hello,I’ve been experiencing some issues with Box, the files I upload are not syncing to my boss's local Box drive, but then when he goes online he can see the files. It appears that this only happens to his computer, since all my other colleagues can see the files syncing in their local Box drive.Please help. Thanks! 

Hi there,  I’m trialling box for my company, and I’m looking at adding in my MD to explore it with me. I have 2 free seats left, yet when I try to add him it tells me it’s going to cost £336 and will expand my seats from 3 to 4. I don’t want to add any seats, I just want him to fill the second seat.   Am i doing something wrong? Cheers, Charlie

Hi, When trying to find some of the files I’ve uploaded into box online in the file explorer, I am unable to reach them as the file explorer either crashes or the computer shuts down. Currently I am working in windows 11. I did some of my own digging and turned on the enable long file path in the registry editor, as well as the group policy item as well. After doing both of these, BOX via file explorer still crashes or shut the computer down. I’m wondering what else I might be able to try without shortening folder file names, as we are dictated to strict file naming practices.

If I share a folder from my enterprise account with a guest, does the guest have the same file size limit as my paid account?

Hi! I accidentally deleted a whole folder that contains a lot of files. I tried to go to trash to recover, but it shows the folder is still being deleted. When can I expect this to be done and go in to restore the folder? It’s a very important folder that contains a lot of my photos :( 

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?

I have always been able to upload video files directly from my phone using the mobile BOX app and suddenly, I was unable to today. I have been able to directly upload from my phone for YEARS.The error message I got said “Cannot upload this file type” --- but that doesn’t make any sense because it’s an .MP4 file and Box definitely does accept/support this file type.File size was 238MB -- is there a file-size limit? I’ve uploaded this file-size successfully in the past.Is anyone running into this same issue? Can this be fixed so I can efficiently upload capture videos directly to BOX once again? Appreciate it!

I have no content on BOX so I am unable to download any assets. Has this happened to anyone else? Who should I contact for help? Thanks. 

Hi. HAve moved to new laptop. Old one sitting beside me has Box in the Outlook folder pane. New one doesnt. Have logged in on the new laptop and installed Box, now on setup, go to a new email, Box is there, click to open to go to Allow screen, but is hanging on Box is working on your Attach from Box request. Won’t move on.Apparently this community is the only Box support - leastwise that I could find i.e. no chat or access to a support ticket so hope someone out there can help. BTW have done everything you world expect meantime. 

I am creating a signature request using the API. When the end user accesses the sign-in link, this dialog appears and is in English language. How can I change this text language?

 We’re using the Box Sign REST API to send documents for signature. The document template already includes predefined signer blocks (created using FormStack).While sending the document, we dynamically set the signing order at runtime. For example, if we choose to have signer ABC sign first and signer XYZ sign second, the document should direct ABC to their specific signing block first, and then XYZ to theirs.The issue is that we need a way to uniquely associate each signer with their corresponding predefined signing block, so that Box Sign correctly routes each signer to their designated area, based on the runtime-defined signing order.Can you please advise how to handle this scenario?

My account is missing folders in it now after this incident;https://status.box.com/incidents/b86lj6nth68sIt has a main folder called “Releases” and a bunch of folders files in that path.  The whole thing is gone now.

Hello Box Support Team,I accidentally deleted a file from my personal Box account, and it contained important collaborations.Could you please help me recover the file (including the collaboration settings) if it’s still possible? File name: [Ada’a 2025]Date of deletion: [30-10-2025]Email associated with the account: [ [removed by moderator] ]

I no longer seem to be able to copy files from one folder to another. The error message says I cannot do this because it leads to an escalation of my privilege - although my privilege has not changed and this has not been a problem before. I wonder if it's due to a recent software up-to-date on my iMac ? 

I am an admin for the Box drive and have all rights/permissions. I am trying to delete a folder. There are no collaborations on it, I have all rights to it, but it still won’t let me delete. When I click the 3 dots and select “trash”, it says “something went wrong. Please try again.”. There is no explanation or anything. Can anyone help with this. I need this deleted asap. 

Hi,Files in my Windows Explorer appear as not synchronized (have no blue check mark), but they appear in my box.com account. Since I mostly work with windows explorer it is confusing. Can you help? BR Olof

Firstly, I’m unable to have my payment details accepted, it says: There was an error processing your requestI would like to be able to upgrade my plan, but my payment isn’t being accepted. And secondly, I can’t seem to be able to raise a support ticket. All I see when navigating to support is “Box Community’ as below. But how do I raise a ticket? I would like to be able to upgrade my account urgently.Thank you

I just deleted a bunch of folders from my account and deleted them from the trash but my storage count hasn't updated. Its still showing 9.6gb /10gbHow do I get my real storage count?

I am being shared files/folders within a team.  One member shared a folder that I can see, yet anytime I click on a link to view a project file or was invited to collaborate on a file I cannot open the file.I get a Box error message "cannot open that page" (the link is correct) and I have confirmed I am not over my storage limit. ??? I would appreciate any tips to help resolve.   Thanks!

I was always able to copy files from one folder to another. And now, how do I get a message that says You cannot copy this file because it leads to an escalation of your privilegePlease advise