Support Forum

Current clients are not able to upload data. we tried it internally and its the same issue, getting stuck on the uploading stream. 

BOx notification not working for a user and did not find the user in suppression list either. Submit a support case option is no longer showing up. Need some help pls.   

While trying to access a box link which was previously accessible to me, I am not able to access the link and get an error page (screenshot is attached below). I think the owner is no longer part of the organization to confirm on the document. Could you please help to check how we can get the access to the document back?  

I need to remove box governance from my subscription before I pay the most recent invoice.  

I received an email saying that “We have detected a significant increase in bandwidth use that exceeds the bandwidth limitations set forth in our Fair Use Policy”. I am confident that I have not used box enough to exceed my bandwidth limitation so I am wondering why I am receiving this message?

i am unable to add an additional email so i can change it to my primary.  <image redacted containing personal information>please allow me to change the email or I will have to cancel the service.Also, how do I get the signed contracts to auto forward to my email?Thanks!

Received this Popup. "Unfortunately you will have to manually upgrade to the newer release once this issue i resolved. Please report this issue to the Box User Services Team." Could not find Box Users Services Team.  What do I do -uninstall & re-install. Why can I not access the box folders that were also saved on the PC? There is no Box folder anywhere.

After completing the Microsoft Entra ID integration setup, I can no longer log in using the account registered during the contract (xxxx@gmail.com).I can log in to Box using the account registered with Microsoft Entra ID (xxxx@xxx.onmicrosoft.com).When I attempt to log in with the account registered during contract setup, I am redirected to the Microsoft authentication screen.The account registered during contract setup is not registered with Microsoft Entra ID.Since the administrator only has the account registered during contract setup, what configuration is required to enable login using that account?

we have been getting this error on 3 accounts over the last 2 months.  its every word, or excel document we try and open from the box.com website to our local Word or Excel app.  cleaned and reset Chrome to defaults.  added box.com to the safe list in Chrome reinstalled Box Tools if we download the file and open in Word or Excel we do not get the error. all same result, does anyone have direction to resolve this issue. I have screen shots of the error messages as well. 

First as a new user let me tell you how frustrating it is to have to wade through so much online content to find that you can’t get the answer you want and you have to go through hell just to get a question to someone. Perhaps online chat or pay for support. I signed up yesterday. I have a 3 user license although I am the only user until I finish evaluation. I activated Box AI on the Admin console. But box AI is not icon is not on my home page and I don’t see how to activate or use it. I paid $1800 yesterday for a 3 person license. I did that because that was the minimum I believed I could spend to do a full evaluation. Help me get started. I am lost wading through all of these support conversations and I can’t see how to quickly get to a person. And, even the choices below about which drop down options to choose are meaning less when you know as little as I do

Hi..I`m not able to see multiple sub-folders within a folder while few are still present there. No one has deleted any folder or file from there. Trash folder has also been checked but nothing is there. \ Please do the needful to restore my missing folders. https://ibm.ent.box.com/folder/ [removed by moderator] Thanks, Randhir

Our Box account was recently administered by a user ending in “@relateddomain.com” and had access to all of the admin settings in Box. This was one of the proxy addresses for that user in our Entra tenant.After enabling SSO and provisioning, the user associated with that “@relateddomain.com” email address was provisioned by into Box by Entra as a separate user. However, their UserPrincipalName ends in “@maindomain.com” which forces the SSO login workflow. Currently, when our admin tries to login to the initial “@relateddomain.com” address he is able to use the user:password method, but once the user:pass is verified it seems like the SAML login workflow is followed and he is instead logged in to the other provisioned account with less admin rights. This happens in an Incognito browser as well. This effectively means we cannot reach the settings to allow any users to bypass SSO or disable it entirely. How can we regain access to our admin settings

How Can I recover deleted trash?

New user and encountering issues right off the back... any assistance will be helpful.  

Good afternoon,I believe my email address has been added to the suppression list. Could you please assist?

I am trying to get a report of folders that were historically shared and accessed by external users.

I am trying to get a report of folders that were historically shared and accessed by external users. The users have been removed now from sharing. However we wish to understand whom we gave access to when in the past and what those people accessed. Is it possible to get a report on this if we wanted for a Box Folder?

hi. i changed my password using mail link but i can not access my acount.

Hello,  While trying to access the below Box link meant for IBM new employees update Bank Declaration, National ID and Tax Regime, I am seeing the below error (also, image attached) on the webpage and unable to proceed. https://ibm.ent.box.com/s/zk357sou3lhntxbso273af8zvj2bytzs  Request you to kindly look into this issue and provide a solution on priority. Thanks,Lalit

Is it possible to force users to open a shared link via the online version of Excel vs. via their desktop?  I am going to have multiple people updating a document at the same time and want all changes saved in real-time which is what happens when a document is opened in an online version   Thank you! 

Hello, I signed up via Google SSO and when I try to change my password (I currently have no password) to access a file that requires a strong password, I repeatedly get an error message. This occurs on both Safari and Chrome. I am unable to set up my password. Please help. Thank you.

I have just enabled the 2FA in my account but the backup codes won't generate due to an error. I have tried several times and there is no way to get the codes.

削除したアカウントが所有しているファイルが閲覧できなくなりました。復元するためにはどうすればよいでしょうか。 削除したアカウントが所有しているファイルの中でも、閲覧できるものとできないものがあります。

Hi,I reached my 10 GB storage limit on Box, so I upgraded my account.Before upgrading, I was close to the 10 GB limit.However, after the upgrade, the Box web interface shows:Storage Used: 144 B of 100 GBThis is strange because I definitely had several gigabytes stored before the upgrade. At the same time, Box Drive still shows “out of space” and won’t let me save or sync files — as if I’m still at the old 10 GB limit.To try to fix it, I have already: Logged out and back in Restarted Box Drive and the computer Verified local disk space is fine But the issue persists.It seems like: My stored data is not being counted or displayed correctly on the web interface, and Box Drive is still enforcing the old 10 GB limit, despite the upgrade. Could you please help refresh my accou