Support Forum

A colleague got a new phone and the Microsoft Authenticator app was reset. Their Box.com account was removed from the app, so they can’t sign in. When choosing the code option, it still asks for the Authenticator code. Can someone reset their Box.com account?

Hi, I had to reset my phone due to some issues and, unfortunately, lost the authenticator app data.  When I try to log in to my BOX account <personal information-redacted>, it prompts me for an authenticator code since I had previously set up multi-factor authentication. However, I’m unable to scan a new QR code to link my phone for generating codes, as the account is already set up. Could you please assist me with resetting the multi-factor authentication on my account? Thank you!

Is it possible to copy a Hub and its contents (e.g., create a template Hub that can be copied for repeated use/customization for different external parties)?

Hi There,   We are trying to add the common service account email address for BOX   We need to change the default email addressWe have tried to add the New Email address as Secondary email. While trying we face this below issue. Attaching SS FYR  

Hello,I'm part of the ONLYOFFICE team that develops the ONLYOFFICE Docs integration for Box (https://app.box.com/integrations/onlyoffice_personal/i). Unfortunately, we’ve ran into an issue that prevents us from signing in to our account. We have lost access to the phone number that had been used for two-factor authentication and the attempt to change it has failed: we used the correct account backup code to log in and change the 2FA number, but any subsequent login attempt somehow continues to require a code from the old phone number and the backup code no longer works.We have been unable to contact your support team since we have no way of signing in. I’ve also attempted to reach out to sales@box.com but never got an answer. Is there a chance that someone from the support team can help us with this?

Hello Box Support Team,I mistakenly purchased 6 additional licenses on top of my current 3-user Business plan.  Now my account shows 9 licenses, but I only need 3 licenses.  Since I am on a monthly subscription, I would like to request a refund for the 6 extra licenses or have my subscription adjusted back to 3 licenses starting from the next billing cycle.  Thank you very much for your assistance.Best regards,  

I am unable to set up a share link that can be opened by somebody without a Box account.  In trying to create a share link, the only option is ‘Invited People Only’.  How do I set up a password protected link for somebody without a Box account?   I suspect there is a setting somewhere that applies the restriction, but I cannot find it.

Hello,Box shows up in the Windows Explorer navigation pane after installation, but it does not function – clicking the icon does nothing.Here is what I have tried: Completely uninstalled Box Drive Deleted %localappdata%\Box and C:\ProgramData\Box (after taking ownership) Removed registry keys under HKCU\Software\Box and HKLM\Software\Box Reinstalled Box Drive as Administrator (msiexec /i BoxDrive.msi ALLUSERS=1) Restarted Windows After reinstall, Box works if I open C:\Users\<username>\Box manually, but the navigation pane entry remains unresponsive.Additional info: OS: Windows 11 Pro 23H2 Box Drive version: 2.46.240 PowerShell shows no Box GUID underHKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\Desktop\NameSpace Has anyone seen this behavior? Is there a way to manually re-register the Box navigation pane integration?

The other day, I made a mistake in the DNS settings on the mail server, which caused the notification emails from Box to bounce.I believe the address may have been added to a suppression list, but since I am using a personal free account, I don’t have access to view or manage the suppression list.What should I do to ensure that notification emails are delivered to my current address?Please note: The DNS settings on the mail server were corrected and have been normal for about seven weeks now.

I somehow removed my access from a folder in my box drive. I can still access files in the folder with links but cant see the directory in my box account.How do i make the folder visible again on my account.

🎤  Name: Nima Nurbakhsh 📍  Location: Sacramento, CA 💻  Organization + Role: Project manager 💛  Areas of Expertise (Investor relations) Hi community, I am seeking to use Box to replicate a data room where by internal firm and our external clients are able to access a set of documents. We are required to have new users read a legal disclaimer given the nature of documents - however I am having a hard time setting up a relay which replicates this. The workflow I am looking for is:Invite new user User must read through legal disclaimer User verifies they read it User can access the folders with documentsThey only need to read through once but if it pops up every time that is ok. Thank you!!

I have a new user who received the confirmation email. She tried to follow the link in the email but she is now stuck in a loop. She can’t get past this. 

Please help, my storage space is 50GB, I deleted 1 folder (44.7GB), I need to restore it, but it is not successful. There is no other content on my storage. The message: We could not perform this action because you do not have enough space in your account. Thank you very much for your help.

Hi there Box Support community, I was wondering if it’s possible for the Box team on their end to recover file versions that are older than those we see presented when looking at the file details tab > versions list on the web? For example we have a file with ~120 versions, version 1 is dated Sept 11 2025 - is the Box team themselves able to recover any versions older than that? 

Hello.Would you please tell me how to create a ticket?There´s a box folder shared between members of different companies, and for me and another person, the status in the collaborations (where it says “co-owner”, “editor”, “viewer”, etc) it says “pending” for both of us. The difference is I have access to the folder and it´s files, and she doesn´t. Would you please assist me on how to escalate this issue so it can be fixed? Regards, Agustin De Carli

Hi, we have a team collaborating on a document. It's anticipated to go through many review rounds, so I'd like to mark comments as resolved for reference in the Activity tab as they are addressed (not delete them entirely). However, I'm not seeing an option. Can someone advise on how to do this?

I am missing all files in my account, even though (a) I didn’t delete anything (b) I did not share account access with anyone else.

I’m trying to add a new email address and set it as the new default, but I’m unable to add any new email addresses. I keep getting “There was an error while trying to add ___ to your account.” (I removed my email address from the message.)

My Box folders don’t show the correct information, I attach an example image where a folder of my files says it contains "0 files" but if you enter it, the files that it really has inside are shown. 

Hi all, Current challenge: I have multiple Box folders filled with images of comments. The filter/search tool is too limited, and I need to search across folders. Future hope: Box AI was announced (back in July) to support multi-folder search, but it’s not here yet. Workarounds I’m considering: Connecting my ChatGPT or Claude subscription to query Box content directly. Adding the text from each image into a Box comment with a specific tag, so AI can search only tagged comments. Keeping the original image of each comment intact (I don’t want only an AI synthesis). 👉 Has anyone figured out a practical way to do this today? Tips, integrations, or best practices would be a huge help.Thanks!

The Box icon shows up in my file explorer. When I click on it, I can’t gain access to my files or folders.

I was just charge $99 for a renewal on a product I didn’t want and we have never been able to successfully upload a single thing. Every time we tried it just sat there loading for hours and never did anything. This product doesn’t work. Please refund me or I will contact my bank to have them do it. 

Hello. Notifications will not be sent to my email address. Has it been added to the suppression list?Please remove it from the suppression list.

When I tried to make a new application,an error message below occurred while processing your request."Payment information could not be processed. Please double check that all fields are filled in correctly and try again. If you need assistance, please visit support.box.com."Our company's card is VISA card, and valid in other online payments.I tried to register either in Japanese or in English, but all of them did not work.It said that payments cannot be made in US dollars in Japan, so I believe there should be no problem if I pay in Japanese yen. However, the invoice is shown only in dollars, and I cannot make the payment in yen.