Unanswered questions

I'm the IT Administrator at my company and I'm reaching out on behalf of our owner. He recently updated his phone and the Authenticator info to access his Box account didn't migrate over with the rest of his data. Now he is unable to access Box, as he cannot receive the 2FA code. Can you please let us know how to go about restoring his ability to receive 2FA on his new phone? Thanks.

I accepted an invite from someone outside my organization to work on a folder, and I can’t see that folder while folders from past projects are visible. Please support me. 

Hi Team,I am experiencing an issue with a specific file in Box.Although I have Co-owner permissions for this folder, I am unable to rename, move, or delete this particular file. When accessing Box via a web browser, the "Unlock" option is greyed out and inactive.I have already verified the following:I can open and view the file without issues.I can delete other files in the same folder, so my permissions are active. The file cannot be copied to another location.It appears that there might be a Legal Hold, a Retention Policy, or a stuck API integration (like DocuSign) applied specifically to this file. Could you please investigate and assist in releasing the lock?Thank you.

I created a box and shared it with two other people that we could work together to gather a VERY large batch of docs in one place. Weeks of work has now vanished. How do I get that folder back?

I am trying to sign up for box and it says i need to verify my account?

I’m trying to devise a way to locate files in a Box drive with 100k+ badly organized files. I have begun tagging files with multiple tags so that I can get very narrow results when I’m looking for a specific file. When trying to use tags to filter/narrow my search, I seem to have 2 options:Search in the top bar using the “and” operator. With this methos, I have no way to just filter for tags, so Box is pulling results from titles, content, etc., giving me too many results (and irrelevant results), and rendering the tagging task useless. Search using the sidebar, where I AM able search by tag only. Unfortunately, this does not allow me to filter using the “and” operator, so again, I end up with way too many irrelevant results.Question: Is there a way to perform a search using multiple tags using the “and” operator?

Hi All,My Box account was compromised today 03/27/26 and someone called “Enterprise for Mario Hulzar” showed up as my company name under account setting. Please issue an help ticket or advise where I can elevate this issue. Thanks!Daniel Chung 

We have 100k+ files without great folder taxonomy so finding files is really challenging. To compound that, someone created extensive folder trees that lead to nowhere (with the terminating folder containing no files). I’d like to delete all of these “dead end” child folders. Is there a method I can use within Box to do this? An app? A custom program/script?

The box for Salesforce integration requires creating a service account user without SSO. When SSO is required on a Box organization, it kills the service account connection. How do we require SSO for our organization account and use the Box for Salesforce integration at the same time?

I am having trouble getting a file unlocked so I can edit it locally. My box drive instance reports that the file is locked but the web interface does not show the file as locked.Box Drive View Box Web View There appears to be no way for me to unlock this file.

We have found some of our files with DownloadCaseConflict at the end but they are a duplicate of another folder.  Anyone else experience this?  Anyone know why?  

Video files aren’t supported yet. For photos, it should work as long as they’re in one of the supported formats: JPEG, JPG, TIF, TIFF, or PNG  This could be along the lines of EXIF data too, which isn't really an AI thing, but rather just a data layer Box could scrape. https://photographylife.com/what-is-exif-data Box Consulting has a custom offering for both one-time EXIF scrape from a set of existing files and go-forward application of EXIF data.  A workaround is extract from the video transcript, although you don’t get the full context of the video. 

I am not able to reset my password because I do not remember my current password. I need a stronger password in order to accept files from my employer Box folder.

I cannot get into Box. I keep getting the below message and when I click reset it doesn’t work and then it tells me to run a command and that’s not working either.  

Hi, I need the Box Sync. Can anyone provide the downloading link? Thanks!

I had tried several times to use my primary e-mail address (a go daddy hosted email on my own domain) to setup this account up but it was not recognized as a valid e-mail address, so I instead used another e-mail address (also go daddy hosted but of a different domain that I also own). I’ve since attempted to add my primary address to this new account I setup yesterday and I’m getting an error message “There was an error while trying to add [removed by moderator] to your account.”This box account is useless to me without an association to this email address. Please help.

User copied excel files from an folder to another, changed the files name. Then the files is  suddenly locked to read-only, and can not be deleted by neither editor users nor owner user. The attached capture is the notify when I was trying to delete the files from account with owner permission. Please help to explain the issue to help avoiding and guide to resolve the issue 

 I tried  many 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 need to add an employee to my enterprise account that has previously created an account with their work email.

I’m having a problem with Box Hubs where if I make the hub public and create a shared link, non-logged in users only see a default placeholder instead of the image thumbnail for any images added to the hub.This doesn’t make a lot of sense, since they’re still able to download the full sized image and see the full preview if they click on it. So why restrict the thumbnails, which are kind of a crucial aspect of sharing a content portal to non-users?Logged in users do see the thumbnails, but I need everyone to see them.

私のアカウントの削除は成功してるでしょうか？次回課金されないか心配なので、クレカ情報を削除したいです。方法を教えて下さい。よろしくお願いいたします。

Hello, I need help from box support team to update primary admin for our company box account. Current primary admin has left the company and we need to reassign the role.

I am trying to recover a master folder as the back up copy is missing subfolders and files of jobs our company is working on. Somehow our masterfolder was put in the trash yesterday. After restoring it (also yesterday) several subfolders and files were missing. Can anyone please help.Thank you in advance

Hello,We have created a Box Sign document template and would like to send it to multiple existing users for signature in an automated way. I am not an admin and have been trying to achieve this using automation tools like Zapier and n8n.Currently, I have a workflow that reads rows from a Google Sheet (containing user email and template ID) and attempts to send a Box Sign request when a new row is added. However, I am encountering permission-related errors (insufficient scope / 403) when calling the Box Sign API.From my understanding, this might be due to missing Box Sign API permissions (e.g., sign_requests.write) or lack of access to Box Sign for my account.Could you please confirm: Do I need admin approval or additional permissions to use the Box Sign API? Is it possible to automate sending Box Sign requests without admin involvement? Are there recommended approaches or tools for this use case (bulk sending via template)? Any guidance would be greatly appreciated.Thank you!

Box is not stable from last 15 days, we got huge noise from staffs about box synch issue, web app not opening, folders are not able to open and share and many more, there is no solution from Box till now. and i would like to highlight that we are the premium customer to box, and the support is not up to the mark, and we don't have any dedicated engineer or support person to take this on priority.