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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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Jey Bueno Box
Jey Bueno BoxCommunity Manager
published in Support Forum
Box Community Support Forum Guidelines
Box Community Support Forum Guidelines

Welcome to the Box Community — a public space where Box users collaborate, ask questions, and share knowledge. To ensure a positive and productive experience for all members, please take a moment to review and follow the guidelines below. Start Here: Review the TermsBefore participating, please read and adhere to our Box Support Forums Terms of Service! Your use of the forum constitutes agreement to these terms. 🤝 Be Respectful and SupportiveWe strive to maintain a welcoming and inclusive environment. Be kind, constructive, and respectful in all interactions. Treat others as you would like to be treated. Harassment, bullying, or inappropriate behavior will not be tolerated. If you encounter such behavior, report it to a Community Moderator. For inappropriate content, please click the ellipsis (⋯) below the relevant post and select "Report" to notify the moderation team.  🔊 Communicate Clearly and Considerately Avoid using ALL CAPS — it comes across as shouting. Refrain from “bu

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Jey Bueno Box
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KEINew Participant
asked in Support Forum
FOLDERS DISAPPEARED

Working on files and yesterday morning the folders we were working in just disappeared! It's not in trash; this is several years of work for many teams in our company!It’s already the 2nd day and we need it sorted out right now!How can we get your support?

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mangeshhirodeNew Participant
posted in Support Forum
MFA RESET help

I've switched to a new phone and lost access to my Google Authenticator app, which was set up for Box MFA. Unfortunately, I no longer have access to the previous phone or the authenticator codes. Given that my username is different, I'm wondering if there's an alternative way to verify my identity, such as through the email address associated with my Box account, or if you can assist me in disabling MFA. I'd appreciate your help in regaining access to my account. 

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NVTNew Participant
asked in Support Forum
Lost Access to MFA Device

Hi Box Team. I lost access to my MFA device and not cannot login to Box using my work email. I could not find Box Support email to ask for support.  Please support me. I cannot write down my work email here  

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community-managerKnown Participant
asked in Support Forum
Space not reclaimed after emptying trash

Hi I have deleted files and emptied trash but this is not reflected in the amount consumed. Please can you run the script to resolve this issue? Currently my box shows 13gb used of 15gb. Thanks

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sabirpwcNew Participant
asked in Support Forum
Box Support 

Box Support 

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marla.deklotzNew Participant
asked in Support Forum
When I open Box on my company account, I do not see any main folders or subfolders, just individual small folders and files

To begin, if there is any way to create an actual support ticket that a paid employee will look at and offer support to a customer for a paid product, please do let me know. I’ve searched the box website and can’t find one. I have a Box account through my company and that’s what we use for all of our shared documents. For the past couple of days, using two different computers and two different wifi sources, my account does not show our normal folder tree and file paths. All files, for my view and frustration, are now “pathed” as All Files > File Name. None of my coworkers are having this issue. I cannot find anything, and I cannot organize anything or upload anything because I cannot find the folder it would go into.  From my view/account, that folder, and all of its parent folders, no longer exists. For example, our main folder for all our images (we use a lot of photos), is called “Images” and then there are department level folders under that, event folders under that, etc. The m

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LfrogsupportNew Participant
asked in Support Forum
Issue with file copying folders from one path to another

The situation is this: We are an MSP and one of our customers is breaking off from their parent company. We are doing a full tenant - tenant migration of their 365 environment. Part of this is to move their user directories from Box to one drive(using one drive exclusively in the new environment). The customer has created a dump of their user directories and shared it with us on Box. I am using the native Microsoft migration tool to accomplish this. I have a couple challenges with this: The Microsoft migration tools seems to only recognize the directories that are owned by the box user. In our case, the customer has simply given us edit access to the files in their box account. See below screenshot and notice the greyed out vs yellow directories. We may get access to the owner account or we may not. If not, I decided to try copying to those directories to a new folder that we own. This seems to work. When I copy the directory over, it gives me a warning about size and how it may take a

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community-managerKnown Participant
asked in Support Forum
Need access to a box account that has an old email attached to it.

I can not access my Box account with all my files because it is tied to an email account, r*****@*****.com, which I do not have. Please help. I have a lot of information I need on this account.

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CVWSgNew Participant
asked in Support Forum
Default global folder view

Did something change recently?  It seems when I open folders now the default is details.  I have changed these in the past to list and also clicked on Apply to all folders of this type.  For some reason it doesn’t work and I have to keep changing the view to list.   ***Using box drive

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Rona Box
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community-managerKnown Participant
asked in Support Forum
My ISP went out of business so my email address no longer exists

    And  I can't update my email address since I can't get into box with the old one.  What should I do? Thanks,   Tori.

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AlexsanderSantosNew Participant
asked in Support Forum
Receiving Error 400 when uploading file

Hello, I’m a software developer, and I made the integration of you application to use the box APIs, it was working well until now, I have an example that I can’t find a solution. If I try to upload a file using the original name “H09819620250904163224INNTRANSCAN.CSV” I’m getting the error 400 - Bad Request, but if I just rename the same file to be “Test.CSV” or any other shorter name it works well without any error. I simulated a double call doing the original name, and getting the error 400, and in sequence just renamed the file to Test.CSV and it worked with no error. At all the documentation and posts we have the information that the limit is 255, but the file name that I’m trying to send is 32, so should be all good. Any suggestion ?  Same file, just copy or renamed. 

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kgafgNew Participant
asked in Support Forum
Deleted Folders

Hi, It seems like some of the folders that I created are no longer available. Is it possible to retrieve these folders?

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ZiyangNew Participant
asked in Support Forum
registered email account was deleted, no longer able to access to box account.

I used my edu email to register the box account years ago. But the university deleted every alumni’s email which was promissed to be an life long email. Unfortunately, I didn’t see the notification before they deleted the email permanantly. I can no longer log into by box account. How to still access to the box account with all my files? 

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ime95mosNew Participant
asked in Support Forum
Email account was deleted, can no longer access my box account.

Hi, I urgently need to get into my box account. It was connected to an old work email that has been terminated. I can’t reset the password because I can’t see the email. Please advice. The files are of great value to me. 

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kjhNew Participant
asked in Support Forum
Support case needed

I was told I needed to create a support case. Please help me. Message from Box on desktop:Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.

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ComputerHabitNew Participant
asked in Support Forum
Box for Office not working with SSO

Hello,I am attempting to use Box for Office.  After the MSI is installed and I restart Office I can see the icons to upload.When I attempt to upload it asks for Authentication.  I use SSO, so I think something is directing to the wrong URL.Is there a group policy to update the URL?

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Roger0That11New Participant
asked in Support Forum
I Don't See Anything

When I log into Box I no longer see any files. 

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groovykNew Participant
asked in Support Forum
Integration with Microsoft Office - data privacy and paid subscriptions

I’m scoping out Box for my team and have the following questions about using the native Microsoft Office integration. In using Microsoft products, does Microsoft have access to our data? It seems like if we use Microsoft Office Online through Box.com, we don’t need to separately pay for Microsoft Office -- is that correct? What if we want to open files on Microsoft Office for desktop? 

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community-managerKnown Participant
asked in Support Forum
Error Notifications

I apparently tried uploading three different files at different times and they must not have downloaded. I no longer need them (and to be honest do not even recall that where was an error) ......  Every time I turn on my laptop computer I get the error notifications and can't find how I delete the upload attempt or stop the error notifications.

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Onna AppsNew Participant
asked in Support Forum
Add Manage Legal Holds Scope to applications

Hi, Can you add the Manage Legal Holds scope to these two applications?sidfwd19e6n55hbbwtcuvsidwyd9kysntv46fuavh0flj4fd2gjyn2fqq6s3zhmlThanks I think I didn’t specify a category originally here, so if you can remove this one.  

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groovykNew Participant
asked in Support Forum
Paying for external collaborators

I’m considering subscribing to the Box Business plan ($15/user/month) for my team of 9. I understand that with this plan, all external collaborators require a paid seat. How does the billing for this work? A couple of specific scenarios: We have a temporary collaborator that ends after one month and then a new collaborator joins. Can I just pay for one extra seat that will cover both of these people? We have a temporary collaborator that is only on our account for 2 weeks. Can I pay for an extra seat and then delete it after these 2 weeks? How much will I get billed for?

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user4711New Participant
asked in Support Forum
Box Drive: Does not work with company proxy

I am using Box through webbrowser interface.To improve usability, I wanted to also use Box Drive, but it does not seem to work with our company proxy server. If I connect at home without proxy, everything is fine.I can do the Box Drive login process until I get the link to open the Box Drive app. But then nothing happens.Can anybody tell me how to fix this?

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藤井　翔一New Participant
asked in Support Forum
Start Using Your Box Account Today

I would like to register a new colleague's account to use BOX for work,I can't use it because I didn't receive a confirmation email. I'm having trouble because I didn't receive the email even if I resend it.I'm sorry to bother you, but please support me.0

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keatonNew Participant
asked in Support Forum
"Account storage limit reached" on enterprise plan that includes unlimited storage

help

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Rona Box

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