Support Forum

When I signed up for ONE license, I was charged for 3. It clearly said 3 subscribers for 1 account. I need this resolved ASAP and the overcharged amount reimburse. Please refer to invoice # INV12692359.  -Thank you

Hi, It seems like our BOX account is not calculating space correctly, it says our limit of 50 GB is reached but we should have space left? Could you please look into this? I also deleted a large file to get some space back (but I should not need to do this, but trying to solve the problem). The space was not allocated back to be used. Thanks for looking into this as soon as possible, Kind regards, Victoria

Hi, I can't upload the folders from my laptop to Box. I had to create a folder on the Box browser and manually move the sub-folders to BOX  individually. I've already restarted my computer, but it's still the same. What can I do? Thanks! 

Hi this morning I found my space exceeds the 10GB limit (the system currently reports 14GB) but I did not upload anything.Can someone help me?

Created account using a Google sign in, but now it wont let me set a password for the account. Need to do so in order to access a shared folder.

Hi, I have tried logging out from Box sync on both Macs and signing back in. Scanning happens on both, but changes to one are not reflected in the other. When I check at box.com, the change is reflected. How do I force the non-syncing machine to do so?

I cannot open the URL when I press it, even though the permissions to view are enabled for my account.‘This shared file or shared folder link has been deleted or is unavailable.’ The message is displayed as.Please tell me how to deal with this.

I can't log in because I haven't received the two-step authentication code. When I log in to BOX, I set it up so that the two-step authentication code is sent to my mobile number. One day, the authentication code stopped arriving and I couldn't log in. How can I reset the authentication code that I can't receive anymore? Or please tell me if there is another way.

Title really. I have installed Box Tools, but that doesn't seem to work.It recognises the correct application, but just instructs me to install Box Tools again.Thing is, it didn't identify the originating app before Box Tools were installed, so it is functioning a bit!

If I have a file where subfolders have already been set up, will that import or do I have to set up all folders and subfolders? 

My Box is completely empty. Yes I have checked my trash, yes, I have NOT deleted anything myself, yes, I have searched similar topics and followed all the (not helpful) tips on trying to find my files.   They were all there a couple of months ago and now they are all gone. Please advise, this is 100% a box issue and not something within my account or something the user (me) has done. How can I get in contact with real support?

I am unable to create a support ticket for user restoration as the option seems to be unavailable for my account. I am a Business Plus user and require assistance to restore a deleted user account. Unfortunately, the process of submitting a support ticket is not visible or accessible to me. Could you please advise on the next steps to take or assist with restoring the deleted user account? Any help would be greatly appreciated. Thank you.

I have a 1Gb connection and for planning purposes I would like to know what the average upload and download speeds I can expect from Box

Support, I'd like to change my settings as follows: tick the "Override default settings for this folder and all subfolders", and would like to be notified when someone "Previews" and "Uploads". I'd like as well for my colleagues to receive these notifications. When I try to "Save Changes", as described below, I get the following error: "Sorry, there was a problem saving the settings for this folder."  

My colleague cannot complete his account setup because it is asking for MFA credentials and requiring login to set it up, but he has never logged in.  Does anyone know how to get out of this loop? 

Hi Team, We successfully generated a Bearer Token using the M Query language and had it verified by a programming expert, confirming the query is correct in Power BI. However, we were unable to access the files in BOX from Power BI Desktop. Issue Encountered in Power BI:item(404) - File not found We request your assistance in resolving this issue. Note: This testing is being conducted in the SANDBOX-DEV Admin Console. I have full admin rights to: Create folders Upload files Create new apps and authorize them Further Mail Communication: <personal information-redacted> Useful Links: Home Page : https://app.box.com/folder/0 Developer Console: https://app.box.com/developers/console Admin Console : https://app.box.com/master USER_ID: <personal information-redacted> Please let me know if you require any additional details. Regards, Sudhan

I'm having a big problem with Box that is inhibiting my workflow almost completely. I have used Box drive for my motion design job for around 3 years. Starting last week, I installed a new SSD on my computer, and now I am having a problem where whenever I open Adobe After Effects or Premiere, my computer attempts to download ALL files on Box, hundreds of terabytes worth of files. This makes my machine very slow, borderline unusable, and also triggers a flurry of error notifications from Box that say "Unable to open folder XYZ. Please try again" for dozens and dozens of folders -- even though I have not touched any of the folders it names. The problem starts and stops definitively when I open/close Adobe products. I can usually work for about 10 minutes after opening before the issue begins. And then my machine is slow, the notifications start, my Adobe products freeze, and I can't work anymore. In fact, upon testing, the problem still occurs when I create a new project outside of my

We have clients who are uploading documents that we cannot see.  I have owner status, and they have editor status with a valid collaboration link.  They can see the documents on their end, but we can only see a few of their uploads.  How do I fix this?

Hey I cannot upload to this folder that I should have access to and the admin is seeing no issues on their end..  

When the app sends me to chrome to fill in my login data and I fill it correctly, it sends me back to the app, which reserts and goes back to the login prompt window, so i cant access the app. I signed up with "sign in with google". I am able to login online but not desktop.Box Drive 2.43.205 Edition    Windows 11 Home Single LanguageVersion    24H2Installed on    ‎25/‎02/‎2025OS build    26100.3476Experience    Windows Feature Experience Pack 1000.26100.54.0

I've been working on a project with a PM who has now left the company and all of the documents were in a folder that she created. I need access to those documents because I don't have a backup on my laptop. Please send help T-T

The invitation email for the collaborator is not being received at a specific address.Here are the things we have confirmed so far: - The address is correct.- The email has not been delivered to the spam/junk mail folder.- The email from box.com is not being filtered by the email server. If the email address is registered on the suppression list, please remove it.  <personal information-redacted>

Is there a way to place signature or initials fields in batch? for example, to add a signature field on all pages without dragging the signature field to every page? 

Hi Box - (Rona)  Just checked my Box folder after a period of time and none of my folders or files are there - (I've checked trash etc). Can someone look into this please? Regards Jp 

We have a new Business Pro account that is supposed to have unlimited storage but is showing max of 1TB