Support Forum

I have a file from a trusted source that is being flagged as malware. It is not malware but I cannot access it. How do I unflag a false positive?

I am helping a person get set up on BOX, but the confirmation email was never received or in SPAM/JUNK.  I hit "resend confirmation" several times, but still no confirmation email.  I did confirm that the email address is receiving other emails. Not sure what to do next.

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?

Hello i am getting these messages when uploading files. My admin has made me an editor but I cannot seem to upload anything to the file I have been given access to. I work for a consultant could there be restrictions on my IT side?these are the messages i am getting There was an issue uploading the file. Either:The permissions to upload a new version were not sufficient. The new version did not have the same filename as the original.

I had an account " [removed by moderator] " which set the 2-factor authentication. But I changed the phone and lot the authentication setting. Now I have no way to know my security code to access to the box.If I want to reset the 2-factor authentication, I have to login BOX first. But without authentication app, I can not get the security code to login the BOX.So how can I solve this issue to login the BOX and reset the 2-factor authentication?

Hello,     I have a question.I had to opt into a 2 step verification process to get a file from a client...I got it and am done with that.How do I remove the 2 step verification process?  It is a real pain.I much much prefer the normal 1 step password system.Please let me knowThank you 

Dear Box Support Team,I am writing to request assistance with accessing my free Box account.I created this account several years ago and used it regularly, but it has been inactive for some time. I recently tried to log back in, but I have forgotten my password.I have attempted to reset it using the "Reset Password" button multiple times, but I am not receiving the password reset email in my inbox (I have also checked my spam/junk folders).Could you please help me regain access to my account?Thank you for your support.Best regards,

I am the administrator of a paid BOX plan.I tried to invite a new collaborator, butthe invitation email never arrived.I verified that the email address was correctand checked my spam folder and all other security settings I use,but I couldn’t find any sign that it had been delivered.I suspect there may be a sending restriction on the BOX side; could you please look into this?

I was sold Box and my account rep has since went MIA. I got a company expecting to go live and have a few issues I really need help resolving.  Finder options not working Assistance with Restricted Data detection and access policy Main domain change from inertiaenterprises to inertia  My understanding is Finder on a MacBook should be able to provide options to create new documents directly within Finder. I have found the toggle within settings to enable Finder Extension.. but it disables itself automatically. I have no idea how to troubleshoot further.  I want to restrict access to specifically classified files, the best I can make happen using shield is a detection rule which kicks the user from the system.. there has to be a better way. Either, dont show the files if you dont meet the access criteria, or prevent it from opening, something? For context, I have classification labels and I am using a detectio

We invited the user to create a Box account, but it appears they had previously registered with Box. They had set up two-factor authentication using SMS (mobile phone number), but since their phone number has changed, they are unable to receive the SMS and cannot log in.According to the help documentation, in this case, Support needs to remove the multi-factor authentication.Could you please assist with this request?Target user: [removed by moderator]

We have a workflow that stalls out during the document gen when we download the csv for tracking we get:get the following below has anyone else seen this. Is there any way to get a more verbose output other than this terse output? [removed by moderator] 491758-5783ef8b-f5f0-4dde-b412-47e938cc0f9f 1.72E+09 Flow 1 Outcome 1 Document Generation ######## Unknown File Admin

We need to create a Box ticket. The option is not available to me.

I am trying to adjust an external user who is a Collaborator on a Folder between them and my company. When I go into their External User profile, than go into the Folder, permissions and try to change them from “Preview Uploader” to “Viewer Uploader” I am hit with the error pop up “Access level could not be changed”. The external user said they use to be able to edit or delete files if they accidentally uploaded the wrong ones to the folder, but as of the past few weeks they are no longer able to do so. Did something change with the level of permissions that are allowed for an External User? 

We have added a new user to a shared folder with Editor permissions. When looking at the list of Collaborators for the folder, we can see his email address listed with Editor permissions and verified correct spelling. He can log into Box but cannot edit or add anything to the folder. Additionally, he is not receiving any emails from Box for actions like password reset or requesting/granting access to folders. He's checked his spam folder in Outlook (nothing there), and our Box admin has verified that his email is not on the suppression list. He's tried both Outlook desktop and web apps. He's also tried different web browsers, all with no luck. Please help! 

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.

When login the box Drive it went to keep on looping in sign in, any advice with this issue? 

Please cancel whatever I signed up for (I’m crying)  

A folder I moved has gone missing. I checked the Recycle Bin, but it wasn’t there. How can I recover it?

I often copy MS word documents within or outside of Box, for things such as creating a new project charter for a new project. However, Box never displays the updated Header. It’s correct when the document is launched, but people always look at it first in Box’s preview and then message me saying the header is wrong (it’s not). Probably a caching issue, but I can find no way to resolve this bug in Box.

Google says I have 14 days to recover deleted files from the trash. Please help. They were deleted from the trash bin, so now I can’t access them.Thanks

Hi,I have accidentally deleted some folders (UK-SurveillanceDueList) and files while I am moving my files from Box to OneDrive (folder name “Printed”), please help me in restoring them. Thanks in advance. Date User Name User email IP address Action Affected Affected ID Size (in KB) Parent folder

BOX drive is not downloading and I can only access via the web. Message pop up advised to create a support case here.

We are trying to upgrade our plan and there is a payment error, it asks to verify all fields again or contact support. We tried multiple cards and the same error occurs. Please advise on how we may proceed.

昨日、BOX環境において、有料プランにアップデータしていくと意図せず、既存のほかのユーザに、ライセンスが消費されている状況を確認いたしました。 本来は外部ユーザー（External User）として利用する想定であり、ユーザー追加の方法や設定（SCIM/SSO等）の影響により、当初の意図と異なる形で課金対象となってしまっております。 現時点で、外部ユーザを全部削除しましたが、最初予定した3ライセンスに変更していただきたいです。 つきましては、以下についてご相談させてください。・直近で追加されたライセンスに関する請求調整（減額・返金）は可能ですか・今後同様の事象を防ぐための設定に関する推奨方法がありますか お手数をおかけしますが、ご確認のほどよろしくお願いいたします。 ――――――――――会社名：株式会社アイ・ティー・ビー管理者名：王　彦良メールアドレス：<removed personal information>