Support Forum

For the last week and a half I haven’t been able to play videos from the app; when I try to this is the error message I get. I tried erasing and reinstalling the and it didn’t work. I downloaded the app on another device and the problem persisted. Is there a workaround?

Can I remove the expiration date on links on multiple files at once or is only possible one at a time?

Hi, Anytime I try and upload a file, I get this error, “Something went wrong with the upload. Please try again.” I have the correct file size and file name, cleared my cache… I can’t submit a ticket because I dont see that option. So more time spending on why I can’t submit a ticket and researching. Please help. Please advise.  

I have an external user that can no longer upload any files to the Box folder they have a link to. I have no issues uploading with the same link (I am a site Admin for our company but have also tried incognito mode with the same link and it works fine for me.)This user has editor permissions. We have tried both the link and through the Web browser login and we have tried various file types and number of files (1 or 15, doesn’t matter). The upload indicator will just say 0% with the circle icon and eventually will fail with, “something went wrong with the upload. Please try again.” I have attempted to modify her permissions and that does not resolve the issue. She works in El Salvador and I am in the United States. I have looked to see if one of my teammates had enabled some type of geographic restrictions but I do not see any. I also looked at Shield and there were no alerts. Any ideas? 

I have a paid plan for 1-3 users.  I was using the free version for many years and also my files that I work on on my laptop are in box.  (see photo)     I haven’t been able to open either: not the box.com online files and not the files on my laptop.What suggestions do you have for me?  

I have a business plus account with unlimited storage. I show we are only at 25gigs storage used in the admin console but all our members are getting error message the the account storage limit has been reached. I upgraded our active seats to unlimited uploads with no success.  Even account owner, with default unlimited upload is getting the error message.  I’ve also searched the forum for similar issues, but the only response seems to have been a ticket created.I need this corrected as no one can add new files to share with each other.  HELP PLEASE!!

[Summary] I am attempting to upgrade my Free account to a Box Business plan, but I am unable to complete the process due to a recurring error.[Steps Taken] Created a Free account, verified my email address, and logged in. Clicked the "Upgrade Plan" button in the top-right corner. Selected the "Business" plan. Set the total number of users to "3" and selected "Monthly" billing. As a Japanese user, I initially entered all information (including payment and address details) in Japanese characters. 6. The payment method used is a VISA Virtual Card. To ensure there were no typos, I had multiple colleagues double-check the entered information. I have confirmed that all fields were filled in correctly. After clicking the "Upgrade" button, the error occurred. [Results] An error message appeared, and the upgrade could not be completed.[Error Message] "An error occurred while processing your request. We were unable to process your payment information. Please double-check that all field

Is anyone experiencing delays in metadata updates while attempting to upload files using File Request? This is causing a critical issue within our LIVE environment and Box support has yet to provide us with an update on our request.  “What is happening is that we have multiple document submissions that show up in our environment with no populated metadata fields, so our workflow never runs. An interesting side note – for at least some documents (not all), the metadata fields will suddenly populate several minutes or an hour after document submission. We noticed the documented file request issue that Box posted from yesterday and that sounds similar to what we’re experiencing.  But that issue is shown as fixed and we’re still experiencing the issue today.” Is anyone else also encountering this issue? 

I purchased the Enterprise tier so that I could enable Box Zones but it isn’t showing up as an option in the UI anywhere. Does it need to be enabled by someone at Box?

ある特定のユーザのみWindowsPCからBOXにログインしようとすると、「私は人間です」のチェックが返ってこなくてログインできない状態となってます。同じ端末で別のユーザでは問題無くログインできたので、端末の設定ではなく、ユーザ固有の設定と考えてます。どのように対応すればよいか、教えて下さい。該当ユーザは「removed personal information」となります。 

Boxアカウントのデフォルトのメールアドレスを変更するため、リンクのメールアドレスを変更しようとしたのですが、確認メールが受信できません。無償アカウントのため抑制リストには該当しないと考えております。また、メールサーバーを確認したところ、メールサーバーに受信履歴が存在しないため、boxから送信自体がなされていないと考えております。メール受信できないのは、どのような原因が考えられるでしょうか。

The email domain for our email addresses at work has changed. I need to change the email address for my Box account. I have followed the other posts that tell you to go to your Account Settings, but there is no option to change my email address. I have an Individual Account, so the Admin Console route is not applicable.

Box Support 

I am unable to use Box Drive on Mac. After following the instructions on the reset article, Box Drive is still not working. 

It is unclear to me whether every Salesforce user VIEWING files on Salesforce - as in, for example an invoice PDF attached to an invoice record - would need a Box seat? Or if somebody uploads a PDF via a supplier community?

I am running Windows 10 for my Box Drive (version 2.52.315). Yesterday the Box Drive continually said  updating my files. The Box Drive icon said Box Drive needing to be updated, but would not respond when I clicked to update it. I logged out of the current Box Drive, uninstalled Box Drive and reinstalled Box Drive and since yesterday Box Drive is continally saying “updating your files.” This is really slowing down my computer. I have over 50,500 files in Box. I have not deleted Box cache.

Hi , I’ve been receiving multiple notifications when I don’t have them toggled in my settings *see attached*. Items I am not tagged in, uploads etc - it’s clogging up my email. How do I resolve this? This was not happening to me a couple weeks ago...I may have the wrong boxes ticked...help!Thanks!

Hey team 👋 — does anyone have a PowerShell script to force-resync a user's Box Drive folders and files? We periodically run into an issue where changes made by one user aren't showing up for others, and I'd love a quick script we can run instead of going through a full reinstall each time. PowerShell preferred. Thanks in advance!

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

I’ve set up a new user and sent and resent the confirmation email multiple times and they have still not received it. I also deleted and recreated the user and then sent and resent the confirmation email multiple times. It’s now been 24 hours. Appreciate any help?

I am writing to request the cancellation of my Box subscription.I recently signed up for a free trial, but it seems the account was automatically activated and moved to a paid subscription without my intention. I would like to cancel this subscription and, if any charges have already been processed, I kindly request a full refund.Could you please assist me with the cancellation process?Thank you for your help.

I was looking at sync migration to drive on Mac.  THREE questions, each of which say they have a reply, but I cna't see anything but the question.  And YES, I am logged in.Larry2026JL06 11:30

Hi Box team,When sharing a file or folder link from the Box desktop app on Mac, a "Shared link copied to clipboard" banner appears at the top of the Share dialog every time. Could you add a setting to disable this confirmation banner? It's not a macOS system notification and isn't controlled by Notification settings, so there's currently no way to turn it off.A simple toggle in app preferences (or auto-dismiss without the banner at all) would be great.Thanks!