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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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Alastair BNew Participant
asked in Support Forum
Problem with Outlook for Windows integration log in

Hi, I’m new to Box and I have been trying to set up MS Office integration. I wonder if anyone else has had this problem? It relates to Outlook (Classic) for Windows. When I click ‘Save to Box’ the Box pane appears to the right hand side within Outlook asking me to log in. When I click on ‘Log In’ a separate browser window appears where I log into my Box account. That works fine and I get an email from Box confirming a login and that an application has been added. But the Box pane doesn’t change, still asking for login (however many times I log in!), and not opportunity to save an email to Box.Strangely, the other part of the Box Outlook Add-in, ‘Save Attachments’ works fine. Also sharing or uploading from the other Office Apps works.Any help much appreciated. Alastair

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AlvaroNew Participant
asked in Support Forum
Unable to Sign Documents with Box Sign – Free Individual Plan

Hi everyone, I’m currently on the Individual Free plan and I’ve been trying to use Box Sign to sign documents, but I’ve never been able to complete a single signature. I understand there’s a 5-document monthly limit, but I haven’t used any yet.Despite the message saying that signing is still available, the feature seems completely disabled for me. I’ve tried different browsers, cleared cache, and even contacted support, but I’m still unable to sign anything.Is anyone else experiencing this issue? Could this be a technical bug or a restriction on my account? Any help or insights would be greatly appreciated.Thanks in advance!  

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community-managerKnown Participant
asked in Support Forum
Assigning one Box AI Agent to one Box AI Hub

Hi there! I have a Box AI Agent created to answer HR questions.  I have a Box Hub with our public HR documents.  I only want my users to use this HR Agent with this HR Hub with no other options available to the user. How can I configure that?

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Jey Bueno Box
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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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Rona Box
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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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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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Rona Box
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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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MORINew Participant
asked in Support Forum
I need a backup code.

I need a backup code for when I don't have my MFA nearby.  When I try to generate my one time code I get the following error messageThere was an error while generating account backup codes. Please try again.I have tried several times. 

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Kathy ConstantineNew Participant
asked in Support Forum
You do not have enough space to move the item...

I’m receiving this error when trying to move a folder.Why is this happening?

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rloera3New Participant
asked in Support Forum
Box Shuttle error for size exceeded but only 6GB-45GB

I am in the process of migrating data via Box Shuttle from SharePoint and receive a handful of errors that were all the same. 11 files that are 6GB each and 1 file that is 45GB Box Error:[Statussize-exceededMessageFile is too large to be copied to the destination]Plenty other files that were same size or larger were successful, so I am confused as to why these won’t work. Couldn’t find anywhere to submit a support ticket, so hoping for help here. 

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ssuzuk05New Participant
asked in Support Forum
Box Sign as step before viewing file

Is there a way to require a signature (using Box Sign) from everyone who is invited to Preview a file? I.e. they need to sign in order to scroll down or click to view the file they were invited to. I do not want to share an open link to the file after they sign, which I know can be done via the auto-response after the signature is received. It has to be that they are only able to access the file after they sign the confidentiality agreement pertaining to the file they are about to view.

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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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misakiNew Participant
asked in Support Forum
Please prepare a security report.

We are using Box. For our internal security checks, we would like you to prepare the “Security and Data Privacy Questionnaire for External Hosting Providers (our template)” and the “Penetration Test Report (any format)”. We would also like to share our template. Who should we contact regarding this?

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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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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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tk-kwNew Participant
asked in Support Forum
メールアドレスの変更ができない

メールアドレスの変更ができないので困っています。会社のメールアドレスが変更となるため、新しいメールアドレスに変更したいのですが、以下を参照して試したのですがダメでした。管理者は自分自身です。https://support.box.com/hc/ja/articles/360043694114-Box%E3%81%A7%E8%87%AA%E5%88%86%E3%81%AE%E3%83%A1%E3%83%BC%E3%83%AB%E3%82%A2%E3%83%89%E3%83%AC%E3%82%B9%E3%82%92%E5%A4%89%E6%9B%B4%E3%81%A7%E3%81%8D%E3%81%AA%E3%81%84?input_string=%E3%83%A1%E3%83%BC%E3%83%AB%E3%82%A2%E3%83%89%E3%83%AC%E3%82%B9%E3%81%AE%E5%A4%89%E6%9B%B4%E3%81%8C%E3%81%A7%E3%81%8D%E3%81%AA%E3%81%84 > ・ユーザーのメールアドレスを管理者が変更する方法→「プライマリメールアドレスを変更するには、box.comのアカウント設定に移動してください。」とツールチップで言われ変更できません。 アカウント設定のアカウントから「メールをリンク」しようとしたところ、以下のエラーが発生しました。> 未検証のドメインのメールアドレスを予備メールアドレスとして使用することはできません。使用するドメインの検証を管理者に依頼するか、Boxサポートの担当者にお問い合わせください。 ちなみに、新メールアドレスのユーザーは過去に新規で作成していました。こちらが存在するからエラーになるのかと思い新メールアドレスのアカウントを削除したのですが同じ結果でした。 さらに上記の新メールアドレスでindibvidualで再度アカウントを追加しようとすると、以下のエラーが出ます。↓要求の処理中にエラーが発生しました。リクエストを処理できませんでした。すべてのフィールドが正しく入力されていることを再確認し、もう一度実行してください。サポートが必要な場合は、support.bo [support.bo]x.comにアクセスしてください。↑メールアドレスの変更が難しい場合、せめて新メールアドレ

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can2girlNew Participant
asked in Support Forum
I am no longer receiving emails from box.com

Hi Box Support,I am no longer receiving emails from box.com. I have been using box.com for many years and I read in other posts that this can happen when an email goes on the Suppression list.Is there anyway to check if this has happened to my email?Thank you so much!

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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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Dedon Integration UserNew Participant
posted in Support Forum
Box for Salesforce - Experience Cloud user error

I just created an experience cloud user added the Box App User permission set and when the user tries to see a folder get an error. (I’m using the Box Content Explorer component for Flow)“Unable to create downscoped token. You may not have access to the resource requested. invalid_resource”I already check the configuration and the instructions in the following article https://support.box.com/hc/en-us/articles/42768857805843-Box-for-Salesforce-Box-Explorer-Error-Unable-to-create-downscoped-token-You-may-not-have-access-to-the-resource-requested-invalid-resource. The error still remains There is something curious. Right after I sync permissions with an admin user.The Experience Cloud user is able to see the folder. This is not a workaround because we cannot sync permission manually every time an Experience Cloud user is created. Does any one have an idea what the problem is?    

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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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HarpermaNew Participant
asked in Support Forum
WinSCP issue

I have set up winSCP to access my box.com account so i can download files automatically but each time i hit login it requests a password and says access denied. I have tried resetting the password in box.com but no joy.I have winSCP set up to access other file servers and they work fine.please help.RegardsMatt

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wessel_mulderNew Participant
asked in Support Forum
Option to stop box notification

Is there a possibility to stop the notifications of Box when files don’t upload? It is very annoying. I don’t want to log out / in, quit or restart my laptop, fix the files. I just want to turn off all notifications. Please make this an option - it is very annoying.

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community-managerKnown Participant
asked in Support Forum
Box Enterprise Events API missing events

I have an application that consistently makes requests to the Box Enterprise Events API to get and monitor events for a customer. The requests occur every 10 minutes, and every request extracts the next_stream_position cursor and uses it as the stream_position parameter for the subsequent request. The purpose here being that we can retrieve events in 10 minute intervals. One thing that I noticed was that the Box Enterprise Events API is unreliable in the way we are using it, as we have seen a number of events missed/not returned by the API. We were able to confirm this by doing the following: - Look at all of the events our request cycle retrieved that have a timestamp dated yesterday (say Monday) - Start a secondary API request cycle, using yesterday's date (Monday) as the starting point - Compare the events retrieved by the secondary cycle that have a timestamp of Monday to the events from the primary cycle - The results were that the secondary cycle retrieved events (dated for Monda

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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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