Support Forum

新規申込をしたいのですが、要求の処理中にエラーが発生しました。お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。とメッセージが出てしまいます。 

I have accidentally deleted a folder and had it removed from the trash and need to have it restored, how do I do this?

Hi,Somehow, I accidentally linked my existing Box account to an organisation that had invited me to use Box. How can I unlink it so that I don’t have to go via that organisation’s portal to access my other folders on Box that have nothing to do with that organisation?I’ve noticed that my profile has been linked to that organisation, but this wasn’t my intention. I can’t change the company myself in my profile. How can I do this?Can that organisation also see my other folders that I’m not the administrator of?Kind regards, Inge

I have 2 users who couldn’t recieve any email notifications from box.com. Not issues with the rest of the users. There is no block in our spam filter. In message trace, there is no sign of the emails to them.any idea?

Is there a bandwidth limit during migration? We’re trying to find another solution for our company and want to subscribe to your business plans but we’re currently with OneDrive and I see there’s a onedrive migration. However, the issue is we have more than 20TB right now on OneDrive and it says the bandwidth cap is at 1TB a month??? It would take us 20 months to migrate over. How would anyone migrate over?

Every time I sign in to Box, the first thing that pops up is an Errors dialog with video and MP3 upload errors. The only choice seems to be Retry All. But I don't want to upload the files anymore. How do I delete the error message?

I have a business account in Box.  I upload my document to Box and insert the signature fields with the person designated to sign.  When I click “Send Request”, it appears to start the process but then the request is not submitted.  The document remains on the page - there is no error message and no indication that my browser blocked the request.  I checked the requests folder and the sign request has not been added to the folder.  I have cleared my browser cache and tried it in another browser, but still cannot send the signature request.   Is this an issue with Box.com today?  I have not had this issue before. Thanks!

Hi, I am facing quite a major issue. I recently upgraded from Box Sync to Box Drive. It is important for me to have my Box files saved locally so I can use them without an internet connection, while still having them synced to the cloud in case I need remote access.However, it seems Box Drive does not retain locally saved files. When I download files locally by clicking the cloud icon with a downward arrow, they do download successfully. But when I restart my Mac, the files are gone and I have to download them again (by clicking on the cloud icon with a downward arrow again). I am running macOS Sonoma 14.Could you please fix this issue urgently? Or is this the expected behavior? If this is expected behavior, then Box does not work for me anymore and I will need to move to another provider. 

I have accidentally deleted a folder and had it removed from the trash and need to have it restored, how do I do this?

現在、BOX環境を共有しておりますが、弊社は会社統合に伴い社名変更およびメールアドレスの変更を実施いたしました。これに伴い、BOXアカウントに登録しているメールアドレスを旧メールアドレスから新メールアドレスへ変更したいと考えております。しかしながら、変更作業前に誤って新メールアドレスをBOXへ新規登録してしまい、その後削除いたしました。再登録について調査したところ、削除後120日間は同一メールアドレスを再利用できない旨の記載を確認しております。会社統合に伴う対応のため、可能であれば早期に新メールアドレスへ変更したく存じます。何か救済措置や対応方法がございましたら、ご教示いただけますと幸いです。

morning, i’m having a problem printing a box document on an iphone via the box app.  normally, i would hit the print button and select the wifi printer - i cannot find the print button with the new app updae.

Box drive update v2.52.305 in windows 11 a valid version or a Trojan for HID.ALEXA.52We have one windows 11 PC that is prompting to update to v 2.52.305 when you do Symantec business reports a detection of HID.ALEXA.H52 of the file of box.ui.exe. no other pc is reporting this update version ready? 

Following a windows update, my files have reverted back from several hours to several days.  On one file, I’ve lost a weeks worth of work.   I have been updating this file multiple times per day for the past several days, and yesterday I opened it and worked on it without issue.  Today, the file has reverted back to June 5th and all my changes are gone.  Box version history does not show any upload June 5th.  The only thing that has happened is a windows update. This is major issue and is going to cost me.  This happened about a month ago, and I thought maybe it was something I did, but it’s clearly a Box issue.  

A box error notification keeps popping up. I’ve tried clicking “Retry”, reuploading the folder and nothing seems to work. The notification pops up everytime I turn my computer and also in some random moments. This issue has happened to some members of my team too, we would like some guidance on how to solve this issue. Thanks 

Mac OS Tahoe 26.5.1 I was unable to access my BOX folder and received a system warning about apps designed for Intel chips will be phased out. Box? I downloaded the most recent app from Box and I am getting the same unanswered issue that it seems 3 trillion other Mac users are having.  I did remove everything “BOX” from my system before installing the updated driver. I still keep getting “The Installation failed” prompts and to contact the “manufacturer”.

When migrating my files to BOX Drive from sync, the app asked me to move files not regularly used from the File Explorer. They could easily be reinstalled when needed. How do I reinstall the link on File Explorer? They show up in BOX

I need someone to call me please <removed personal information>. I have a client, that upon enrolling in Box to upload into our secure folder, saw another client’s folder available. They have similar names. This should NEVER happen. I need to know why and if she would have been able to get into that folder!

I’ve invited a new user to my Box organization but every time they click the link in the invite email to create their account, the website crashes and they’re unable to proceed. They’ve tried it on multiple browsers and devices. Is there a known issue or is anyone else running into this?

I would like to change the location of the Box Drive folder from C:\Users\*User Name*\Box to C:\Box. I understand there is no official option but was curious if anyone had any luck with this. Possibly by changing Registry Keys?

I am trying to make some admin changes and am not getting the 6 digit codes sent to email. Can you help? Thanks in advance.

Hi everybody,I have seen this query several times, but I can’t see a useable public reply? I set up an account which I didn’t use for a while, and in the meantime, changed my email provider and email address. I no longer have access to the old email address but have all the details of how to access it, and I would like to access the files on the old account. How can I do that?Thanks for any advice,Alan

I upgraded and some of my files are gone. How can I get them back? I don't have a backup so I'm in big trouble.

One of my 7 users on my box.com account is never receiving the confirmation email. I am an admin in our org and can search through all of message trace and the email is never being received on our side. I have tested by creating other users and the email from [removed by moderator] does go out. I also tried by using a different email address for her, and also tried deleting and recreating the user within box.com. I saw other posts that suggested a suppression list is the issue and to create a ticket, however I see no other way to create a ticket. Thanks for any guidance.

When I upload a PDF it is not showing preview for me and my customers (external from my org).  For example I tested (.txt file) it is working fine, but the PDF is not loading.