Support Forum

I have 2 separate and distinct organizations using Box and I am struggling as to how to set up the 2nd instance so I can see the files in Explorer. At this point in time I can see only the first instance that I set up. I am an admin on both accounts. Is this possible?If so I need step by step how to do this in a Windows environment. Thanks!

I want to create a Hub, but it’s not in my left-hand menu.  When I visit https://app.box.com/hubs I can only see this.  I’m admin, so don’t understand why I wouldn’t have Creation rights. 

I am trying to use Relay to move different files to different folders simultaneously by using the multi-file support for manual start workflows, allowing us to select multiple items and route them together or individually within the workflow to various folders in Box. Has anyone tried this use case with Box Relay?  Can someone at Box let me know?  would love to schedule a call to review our use case in detail.  Many thanks! 

Once I’m finished editing a file, I close it. I want to rename the file. I cannot because Box thinks I’m still editing the file even though I already closed it. Trying to open and re-close the file just results in duplicates of my own profile showing as actively editing the file, even though I have closed it multiple times. How do I end those sessions?

I need to submit an urgent ticket with support to restore files how can I do that.

When I open a docx in Word for Web from Box and then try File, Create a Copy, the Download option is greyed out. Tried a number of files (both where I’m the owner and not) using Edge & Chrome. We've lost edits from a collaborator a couple of times (maybe user error), so I'd like them to be able to save a local copy from within the web app as a backup before they exit.

Several files on our account have disappeared, and we have not received any notifications about deletions, sync errors, or other activity that would explain their removal.We have also reviewed activity and previous support posts but haven’t been able to find guidance that addresses this specific situation. We’d like to find out if there are any sync or system issues that could have caused this. We also require support in recovering these files. We do not know exactly what is missing but there have been a few instances that make us very worried about the rest of our files.We would really appreciate your assistance in investigating what may have happened and advising on next steps

Can't I add a new user to my Box account

I’ve been experiencing an annoying bug the past few weeks. When I try to unlock a file and the “unlock file” popup appears, I used to be able to hit “return” on my keyboard to unlock the file. Now, “return” dismisses the popup, but it doesn’t actually unlock the file. I have to mouse-click the button to actually unlock. It’s happening in Chrome and Safari. It’s more annoying than mission critical, but I’m curious whether anyone else is experiencing this!

having an issue where every time I open a MS office doc it wants me to "Log in to grant access to Box." It does it every time I open a Word doc and doesn't seem to register. I've had this set up this way for months/years, so I'm not sure why it's being finicky all of the sudden. This dialog comes up both when I fire up a file from a Box/Explorer folder and when I open Word first and navigate to a folder within the Box Drive. This issue is not a problem on my other laptop.

Out of storage on unlimited account, how does this even make sense?  

Someone I am sharing a document with has this error: “unable to save workbook ‘changes cannot be saved because you either reached the file size limit or your storage limit’”If this is related to excel or the computer how do I fix it 

Hello, I need access to the latest SOC2 Type 2 report from Box.The trust center indicates that I need to make a request to a CSM / account rep, I do not have one. I don’t see an option to create a support ticket either.

Hi all, I am seeing that a Retention Policy can be applied based on metadata. Can it not be applied based on Classification?   Thank you

Hi Team， The Excel file I uploaded to Box is showing the Malware alert, this file was renamed from an older file, the older file did not receive this alert in Box.May I ask what is causing this? Is there any way to get rid of it.

When I try and add a user to our Enterprise Account who has an existing free box account I get a message that states "1 user failed to be added". Creates a csv file that shows the email address to be added and the message "Email already used in a Box account but not associated with an enterprise". Also see a yellow circle with an exclamation point in it next to the email address of the user I am trying to add. Hovering over it pops up the same message.

I see several posts for this problem but none have a solution so I am starting a new one.Have a user who got this error when opening Box Drive (version 2.49.55.0): I had him uninstall/reinstall and is still getting the same error.

I have been accessing Box via the app on my Mac computer using the finder. Some of them have just disappeared and I can see a red exclaimation mark on some of the folders too. I have logged in via the web and I also can’t see them there either. I haven’t removed them and I want to find out how to find them again. Can you help please? Many thanks! 

I downloaded all of my files onto a harddrive and stopped paying for the subscription as I couldn’t afford it. I’ve now moved onto a new project, but when I went through my documents, numerous files were empty/hadn’t downloaded properly. I therefore need to access the old files on Box, but because I’d stopped paying, it wouldn’t let me log in or reset my password… Is there any way I can get my files back?

I’ve been trying to get Shuttle set up, but “Getting Started” takes me to a pricing page (even though we are Business members) and “Log In” take some to my Box dashboard.  I don’t seem to find a way to actually start the service.

Hello,We have a user that using Box Sign to send documents to people in our company. One email address is bouncing back. The email address does work when sending directly but bounces when sending through Box Sign.I found something that said to check the suppression list but the email address is not in there. Any idea why we are seeing this?

Hi I am in admin role in paid Box user. One user was personal user (none paid account) and given collaborator access now.Since finishing his work, I want release his account access.Seeing console, just delete account is available and no option for release.How can I release a account from organization and get back status into personal use?Thanks,   

what is the solution with this problem? i tried to install this again and again but i can’t download it.  

Hello, I have an Enterprise Account and have invited collaborators via link and direct email. The first issue was the external did not have a box account, then they signed up for a free account. Then the new error says the file or folder shared is unavailable to you. Unsure what to do, please call me. 

We are seeing WOPI errors when opening Office files via Box Drive or Box for Microsoft Office (Desktop) on Windows devices.After troubleshooting, we found that:The issue occurs only when the Windows user profile folder contains Japanese characters (e.g., C:\Users\山田太郎\...).Creating a new Windows profile with English characters only makes the WOPI errors disappear completely.This makes us suspect a compatibility issue between WOPI / Box for Office (Desktop) and non‑ASCII Windows profile paths.However, we cannot realistically rename all existing user profiles in our organization.What I’d like to ask:・Is this a known limitation of Box Drive or Box for Microsoft Office (Desktop)?・Are there workarounds that don’t require creating a new Windows profile?・Has anyone found a practical fix (e.g., config changes, symbolic links, environment overrides)?・Is Box planning support for non‑ASCII Windows profile paths in WOPI?Any help or insights would be greatly appreciated. Thank you!