Support Forum

Upload Error message will not go away and blocks access to the lower right of my screen.   How can I get this maddening message to go away??  Previous responses have not been helpful.  What are the geniuses at BOX doing about this? 

There seems to be a missing folder (titles “Green”)--I’ve looked in the trash and it’s also not there, is there a way to recover folders? Thanks!!

I’ve encountered a problem today where when I share a Box download link with clients, the download button on the page doesn’t do anything for them. I’ve tested it myself and get the same problem. I have checked the settings for the link and it says anyone with the link can view and download, and I’ve been using Box for over a year and never had this problem before.Clicking the download button does nothing in Edge, and in Firefox a login popup appears saying the download is in progress, but the file doesn’t download.Can anyone tell me how to fix this problem, please?

I've deleted files but my storage still says full. I've deleted the trash but that didn't help. Please advise.

I want my Box folder to reside on an external hard drive since my internal isn’t anywhere near big enough to have everything offline. This thread says it’s possible:  This thread says it’s not. Both threads are 5 months old. What’s the answer?The instructions say creating a symbolic link is optional. Still true?   The instructions don’t confirm that you can delete the box folder on your internal drive after the external is sync’d. 

I just learnt that the group permission setting of “Admins Only” does not include Co-admins or Group Admins. Given, it seems that you can only have one Admin per group, this should be changed to “Admin Only”. Also, there needs to be a permission setting between this and “Group Members”. If the group is company-wide, we don’t want all members being able to provide the entire organisation access to folders that were previously restricted.

I've created a Box Oauth app to get access to Box from Rstudio using the "boxr" package.  This app works for me using my credentials. I'm going to be leaving this project and need to turn this over to a co-worker.  He has his own Box account.  Both of our accounts are under our employer's enterprise Box presence.  As far as our company Box administrator can tell, our accounts are configured identically. We've tried to build an identical app on my co-worker's account, but we can't get past the Oauth "dance".  The process fails at the "There's a problem with this app" page. I've also made my co-worker a Collaborator on the existing app, but he's not able to connect to it using his Box account.  He's using the Client ID and Client Secret that he sees when he opens my app in his Developer Console.  The Oauth dance fails at the same place. What is the best approach for my co-worker to take here?

I have three folders that have been shared with an outside agency that show normal on my end. However the agency I have shared with says that when they open the folders they only see “no activity to show”. we have tried sharing the folder multiple times and with different people and the issue persists. I had the outside agency try to access the folders multiple times throughout the day and have not had any improvement. Can someone suggest how to fix this?

ボックスの設定変更によりエクスプローラーでデータ見れなくなったのですが、どうしたらよいでしょうか。

Hello Box Staff,We recently faced several problems to which I’ve yet not received help from Box despite multiple attempts. I want to reach Box staff to fix them.We had a security breach from Box’s connector with OpenAI. Multiple sensitive files were stolen. So far, Box support ignored the issue. One of our Box backup sync apps is showing project downloads (massive files from our projects) that we aren’t sure whether they were even downloaded using our staff’s Box sync or it was also hacked.  As a result, we cleared the 2TB limit and Box on top of it blocked key features that we need for normal business operation. Inability to reach anyone besides email support who copy-paste boilerplate responses instead of fixing the problems. Our entire IT infrastructure has so far been on Box for a decade but we can’t risk these kinds of risks, security breaches and random freezing of key features. How do I reach box phone suppor

Firstly, I’m unable to have my payment details accepted, it says: There was an error processing your requestI would like to be able to upgrade my plan, but my payment isn’t being accepted. And secondly, I can’t seem to be able to raise a support ticket. All I see when navigating to support is “Box Community’ as below. But how do I raise a ticket? I would like to be able to upgrade my account urgently.Thank you

C:\Users\User\Boxにtest.txtがある場合、Boxフォルダで検索をしてtest.txtは検索されるが、C:\Users\User\Box\AAA\test.txtの場合、、Boxフォルダで検索をしてもtest.txtは検索されない 

Hi,We have lost access to our admin account to the 2FA enabled. Our backup codes no longer work. Please assist in resetting our 2FA.

How do you change the “Owner” of a folder when the owner since the owner is no longer with our company?

Hi,  I’m trying to copy or move folders via collaboration but “Escalation of privilege” error shows up.. 

Hi sent an email in October 2025 requesting for subscription cancellation and refund as money was taken  from my account that very day.The subscription has never been used , it’s not needed.I haven’t received any response in 3 weeks.can you please cancel subscription and refund my money.Thank you. 

Although my files are updated on Box-com, the files I work on on my work computer are up to date but the files listed in my explorer for Box on my home computer are not up to date. In addition refreshing the folder in question results in a message that say the folder is up to date but unfortunately they are not.

I cannot log into Anderson Business portal because the phone that had the 2FA set up on it was lost. Anderson Advisors told me to contact Box support because the portal is managed by BOX.PLEASE HELP.

I have someone who is trying to make a file available offline, it is about 25GB. He has a brand new iPad, so it isn’t a storage issue. When he attempts to make it available offline, it syncs for a very long time, then he gets an error. Is there a recommended file size to avoid this? I told him to break it down into ‘chunks’, but I’d like to know what the cut-off is before it errors out.  I made a 1.4GB folder available offline, and it synced for over 25 mins. - I stopped timing it after that, so I don’t know how long it actually took.

An email/account for Box (not this current account) was migrated to the Google Workspace my current (this) user is a member of and is an alias to this user account.Even if I change the primary Email for this user to the old Box account, I cannot Google SSO into the account. I need Google Auth removed from the other account as I cannot access my files or the support portal using that email address.

Hi, I reached my sotrage qouta on my account, then I delete 2 folders, 100 mb each:1x thorugh box Drive on windows1x thorugh online client (box.com) My issues areThe total storage is still full (so my deletiosn had no effect) I get Upload errors due to lack of storage in my Box Drive (Windows client) Box Drive doesn’t sync the deletion of the folder through the online client I know there is a script that box operators can run to fix this issue on my account. Please run it now, thank you. Mat. 

You will receive the following message within 15 minutes of receiving the email:Please resend.This email verification link has expired.The email verification link you clicked has expired. We apologize for the inconvenience, but please contact your account administrator to resend the verification email for the account you are trying to access.

Hello - my domain and email has changed - how can I get it updated in Box?

I am trying to add a new user and keep getting error message and have not found any way around it or a support chat box or a phone number to call for help.  Get the user failed and the popup box saying “Groups and Folders selection, as well as User Settings for existing Box users, will be available after the user(s) accept their invite.” and the little yellow ! that says “Email already used in a Box account but not associated with an enterprise”    Which is exactly why I am trying to invite this user to join.  (Ps, the user I’m trying to invite is my boss so please help)

I having an issue connecting Box.V2.Exceptions.BoxAPIException: 'The API returned an error [BadRequest | .0cbc72c974e03a4b44c5383f077160b8] invalid_grant - Please check the 'sub' claim. The 'sub' specified is invalid.'