Support Forum

Hi everyone,I have a question about Box permissions.I am an external user who receives access to Box content from multiple clients. I do not manage the Box environments or permission settings myself. I am simply the recipient of access that has been granted by different clients.Because multiple clients have shared content with the account I use, I can see folders and files from several different clients when I log in.My understanding is that I can see these folders only because they have been explicitly shared with my account.What I would like to confirm is whether those clients can see each other's content. For example, if both Client A and Client B share folders with the same external user account, can Client A see Client B's folders or files in any way without being explicitly granted access?Or are all folders and files isolated by permissions so that each client can only see the content shared directly with them?Thank you in advance for your help.

We are a voluntary organisation trying to find our way round Box to share files. We have recently upgraded to a paid version of Box but have now received the attached emails. I don’t know what this means or what I need to do to stop being charged etc  Can anybody help?? For info - we currently have 5 ‘Collaborators’ . Some of these do not use our organisations email address???

IndividualからPersonal proへのアップグレードができません。クレジット決済の情報を入力して、アップグレードのボタンをクリックすると、以下のエラーメッセージが表示されます。 要求の処理中にエラーが発生しました。お客様のアカウントでさらに認証が必要です。support.box.comでチケットを送信してください。 どうすれば、アップグレードできるかのサポートをお願いします。

I need help ASAP. I deleted a large file (177,000 files) and I am trying to restore it. When I try to restore it just says “locked by another operation”, which I assume is the attempt to restore such a large file. But it has been like that for 2 hours now, unable to still restore. I am wondering how to get these files back ASAP, as they are the backbone of my entire job, like every important file is in there.

Hi,We need Box’s latest SOC 2 report and the accompanying bridge letter for our vendor review. Could you please help us access these documents?Kind regards,Margrét

Hi, My primary email on my box account has been deleted and is inaccessible. I added another personal email to that account but in order to do so, it needs to verify with the old primary email that can no longer be opened. Can box delete the primary email for me and use the new personal email as the primary email instead?  Thanks!

Hi- I am unable to login to my Box account. Old email was a college email and I have since graduated out and don’t have access to that email. I was able to login even yesterday to that account, but it locked me out now despite entering the password right. I can’t get any passcodes sent to the college email id. It won’t send anything to my backup email on file in my Box account too. Please help with my login access issue

Hi, as many other users have seen, I'm having a problem with my Box storage space. I currently have 50GB of usable space, but it's always full, even though my cloud storage is empty, my trash is empty, and I haven't had any file movements for over a year. I'm looking for clarification and a resolution to the issue.

I need to uplaod an new XML Data file from Entra(The reply URL didn't carry through in the 1st one).  Will not let me delete the Cert or upload a new XML data file. It appears that I need to delete the existing cert then it will let me upload a new SSO Config data file? Can;t delete the cert though.... ?

where do I find the Box Certified AI Strategist exam downloadable companion workbook?

I am not able to add a user because "Email already used in a Box account but not associated with an enterprise."  The other box account was erroneously opened and then deleted.  We need to add her to our organization account with her work email. I have researched and tried the options provided by the other users - thank you.  Nothing has worked!!  Jeff

Hello, I followed instructions on another post about removing the user, re-adding, and checked all mail filter and firewall settings. The user is still not getting verification emails and cannot access Box. Can she be removed from the suppression list on Box’s end? The email in question is <removed personal information> Thank you 

Hello,I'm posting from a new account because I'm locked out of my original one.My old account was created years ago with an email address that no longer exists. I still know the password, but after logging in, Box sends a 2FA code to that deleted address, so I can't complete the login.The account holds over 1 GB of important content, mainly workshop recordings (.mp3 files).Could Box Support please help me verify my ownership and regain access, ideally by updating the login email to my current one? I'm happy to provide verification details privately.Thank you very much

Hello, I need to request a 17a-4 letter. Who do I contact about this?Thank you.

Hello, I have a new Lenovo with Microsoft 365 Personal, I created a Box account, I’ve downloaded the Box Drive for Microsoft  and installed it on my PC. I run the execution, restarted the PC, and tried to open the app on my desktop. I brings me to a loop of asking to login on the webpage again and again. I’ve tried all possible actions (as recommended by ChatGPT) and no luck. What can I do please? Thank you.

I deleted several large files and the storage keeps showing it's full

I am stuck in a password reset loop. I go to set a new password, it asks for my old password, I say send link to reset password, but it still wants an old password. It will not let me set a new password.

I was trying to upgrade and was asked to contact support.

Hi, I am the ‘owner’ on our free Box storage account for a small organisation. One of the 6 editors is unable to upload documents to the folders I create - he has done so before, but is no longer able to. Please could you offer any thoughts or advice? Thank you

I need to restrict Box logins to certain IP -( allowlist). Please advise.

I’m a new “Business Plus” account holder for a small Mac-based law firm.  I’ve had a heck of a time getting our firm’s files uploaded to Box’s servers.  The “sales person” I’ve been working said “go to support.box.com and start a trouble ticket and Support will help you.”  I’ll be damned if I can figure out how to do that.  How do I get someone at Box Support to contact me regarding my connectivity issues?

Hi Box Community team,One user on our free Box account can't log in because the verification code email never arrives. Nobody else in our organization is affected.What we've checked:- Junk/spam folder and quarantine: nothing there- Microsoft 365 message trace: no sign that any message from Box was received or blocked- Other users on the same Microsoft 365 tenant receive Box emails normally- Password reset email did not arriveSince nothing reaches our mail system despite several attempts, we suspect Box has added this address to its email suppression list after an earlier bounce. Your article "Troubleshooting Issues with Email Notifications" says addresses on that list can be removed, but the tool is in the Admin Console and we only have a free account.How do we get to someone at Box to fix this.  I certainly would not consider upgrading to a paid account if Box can’t get the basics to work.  This needs to be fixed ASAP.Could someone please:1. Check whether the address is suppressed and