Support Forum

I’m trying to add a co-admin, but I’m getting this error: “Co-admin roles must be part of a verified domain. If you want to provide an exception for your co-admins, submit a request to product support.” Is this how I submit a request to product support?

確認メールの有効期限が切れてしまったので再送信をお願い致します。

How do I speak to a live person and not get redirected to same support webpage?

Hello Box Support Team,I am currently configuring SAML SSO for Box using Azure AD as the Identity Provider, but the setup seems to be stuck and I’m unable to proceed.Issue description I started the SSO (SAML) configuration around 6:00 PM yesterday (JST). Since then, the Box Admin Console has continuously shown the status:“Awaiting file connection” Under SSO Certificates, it still shows “0 of 2 in use”. What I have tried I have attempted to upload the SSO certificate multiple times from the Admin UI. The upload appears to complete, but the certificate is not recognized in the UI, and the count remains 0/2. I have reviewed several Box and Azure SAML setup articles and documentation, but none addressed this specific behavior.

I'd like to reduce my licenses from 7 to3.(also cancel payment or refund, if possible)I had added them by mistake.Is there any way to do it? 

Box is no longer available in my file folders. When I restart my computer, it prompts me to sign into box, then has a variety of errors (Box has encountered an issue that requires a reset… NEXT Box Drive has encountered a problem that requires you to manually reset… NEXT: Cannot run the command that they are asking me to, as it is not recognized.). I have attempted to uninstall box and start again, but this is not possible with my windows uninstaller or with an external uninstalling app. 

Business Plus Plan says storage is unlimited but I seemed to have reached a limit and can no longer upload. 

I’m having trouble signing in to Box (free version) using my company email address.Although our company does not use Box, we receive and share documents with a customer via Box, so I need to be able to log in.However, I’m not sure about the two-factor authentication (2FA) settings for my account, and I believe this is preventing me from signing in. Could you please advise how I can complete the login process, especially regarding 2FA?Please note that I prefer not to include my company email address here. If necessary, I can share it privately in direct communication with support.

How do I get Box to sync with File Explorer on Windows 10? It worked fine on my old laptop but cannot get Box to appear in File Explorer on my new laptop.  

missing files and folders.

Please put the X/Close button back. I do not like having to hit the back button and now that you’ve changed the interface my productivity is going to take a nose dive until I can navigate what has now erased 4 years of knowing exactly where things are and not having to think about where I need to go to do what or how to get to what!

I am assisting one of my users and we have downloaded Box tools and enabled it via safari; however, Box is not recognizing it as enabled. We have installed and uninstalled three separate times, as well as restarted the company. How do we fix this issue as the user needs to operate in box tools vice the online forum. 

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 message There was an error while generating account backup codes. Please try again. I have tried several times.   

Working on files and all of a sudden the folder I was working in just disappeared! It's not in trash; this is several weeks of work!!!!

I am having trouble getting a file unlocked so I can edit it locally. My box drive instance reports that the file is locked but the web interface does not show the file as locked.Box Drive View Box Web View There appears to be no way for me to unlock this file.

I keep getting an error that I have no sufficient permissions to upload my files. I was added to a group to share my files. I am the owner of my files. I reviewed my permissions and they show I am the owner. The files will not upload at all. I need help!

Hi All,My Box account was compromised today 03/27/26 and someone called “Enterprise for Mario Hulzar” showed up as my company name under account setting. Please issue an help ticket or advise where I can elevate this issue. Thanks!Daniel Chung 

I hope this finds everyone well. I am attempting to share to a gov email address [removed by moderator] and I get an error message once I hit share that it is a webpage when it is obviously an email address. Please help. I need to resolve this as soon as possible. Thank You

I purchased a bluetooth shutter remote for my iPhone.  Using the camera, the remote sends volume button presses to take a picture and that works fine.  In the box app, pressing the button only adjusts the volume and doesn’t take a picture. I’ve googled and the only solution I have tried is adjusting the “change with buttons” setting under Sounds & Haptics.  That just changed where the volume indicator is displayed within box app - to the side instead of across the top of the app.  Is there a shutter remote that works with Box to capture media that doesn’t send volume signals?

Hello,I’m trying to recover some deleted files (mainly photos) from my Box account. I’m about to switch to a paying account.  I have already checked the “trash” but I was unable to restore anything. Could you please let me know if there is any way to recover these files, or to access previous versions or history that might help retrieve them? I saw that there’s a 14-day grace period for paying users (which I’m about to become if I can recover my files). Thank you in advance for your help. Best regards,Fred

I am trying to share files and just upload and every time i try on multiple browsers it will not accept the file, please help.  

I am not able to reset my password because I do not remember my current password. I need a stronger password in order to accept files from my employer Box folder.

Keep getting this error: "The account this folder belongs to has run out of space." I’ve upgraded my plan to unlimited storage, but that didn’t fix it. Files still won’t upload. Can anyone help?

I am trying to recover a master folder as the back up copy is missing subfolders and files of jobs our company is working on. Somehow our masterfolder was put in the trash yesterday. After restoring it (also yesterday) several subfolders and files were missing. Can anyone please help.Thank you in advance

I'm the IT Administrator at my company and I'm reaching out on behalf of our owner. He recently updated his phone and the Authenticator info to access his Box account didn't migrate over with the rest of his data. Now he is unable to access Box, as he cannot receive the 2FA code. Can you please let us know how to go about restoring his ability to receive 2FA on his new phone? Thanks.