Support Forum

since its a hellscape FPS venture to try and get DIRECTLY to actual support humans to give a short quick answer, I have to come to the community… I log into my account via a fairly new M3 chip macintosh and newest Firefox browser.Sadly am not using VPN on it yet.Doesnt matter, I can browse my own Box files.I finally find the one I want and click download, but get sent into an endless mind burning loop of Username, password, Username, password, Username, password, Username, password, and so on. I never restricted myself from downloading my own files.Something changed NOT ON MY END since the last time I logged in, that Box didnt send an auto Ai Generated email warning me to take care of as they changed something/anything. Has anyone else managed to get around the stupid endless looping of re-logging in just to download a file you already found after already logging in?

I have been sent time sensitive information through Box that I cannot access.  Box does not recognize my 20 year old email forcing me to use my gmail back up. When I try to download through my usual email, it says that records are not found.  All help appreciated. Genuinely would prefer to speak to a live human being to solve this problem. Thank you.

I have recently changed my phone. However, I have updated my authenticator app without transferring the data from my previous phone. Therefore, the code generated by the new auth app never matches 2FA. How can I reset 2FA?

Please update Box Drive to support longer file paths. Box Drive is relying on File Explorer legacy limits rather than Windows Operating System limits. We can create and access files with well over 350 character paths on the web interface and iOS Box app. Box needs to open up the Box Drive app for Windows. Using an alternative file browser (i.e. Directory Opus) can bypass the legacy limit of File Explorer on Windows.

I have been struggling with this issue for years, and cannot seem to resolve it. When I have an invited collaborator make a box note in their folder, I cannot view it. it says that the hide collaborator’s feature is on and you cannot view it because of that.  However, when I go to the folder settings, the option to turn that feature off is grayed out. I have looked in enterprise settings, content and sharing, within the sub folder, parent folder, everywhere. Can someone please help me figure out how to turn this off so we can read notes?  

I’m obviously not the first person to experience the search function not working.  I clearly have a file in my Box account with the word “budget” in the title. When I type “budget” in the search bar, nothing shows up. I’ve tried other search terms that should work and they don’t.  These files have been in my account for days and I haven't touched them and the search is still not working. They are spreadsheets and word docs, not PDFs.  Please help me fix this. The search is completely nonfunctional at this point. This is the main barrier preventing me from recommending Box to my entire team.   

Hi, We've been experiencing an upload issue recently while uploading many folders in bulk. for example. we are uploading 10 folders with 1000 files. 100 files/folder. The upload was finished, and 10 folders were created, but only some of the folders had files inside them. The final result will be 10 folders and 300s files. most of the created folders are empty.We have checked our firewalls, and tested on many computers and can't get different results.

I get this error with the a download button, “This preview didn’t load because the file type is unsupported. Please try to open or download the file to view.”I’ve downloaded the file and it doesn’t open.I’ve made the browser extension changes recommended and nothing happens.Help!

I am a newbie.  I would like to migrate data from existing Citrix/sharefile system.  Box documentation says that I should contact support to get access to the feature.  This moves me into a circle of hell without exit.  Each time try to contact support I am placed in the forum and I am told to log in and then I am placed back in the forum.  Suggestions?

I’ve run Box for several years.  Sometimes, I’m unable to open Word even though Box Tools is installed.  I’ve always figured out a way -- refresh, restart, reinstall -- but today, nothing is working -- the final choice, install again, failed..  So, I’m unable to access my Box documents.  No reason to keep my account if I can’t access my documents.  Anyone able to help? 

Have a free personal account and when I try to download documents, am told to upgrade yet I’m only using 1.3g of the 10G given.  Appreciate all assistance. 

I recently changed the primary email address for my Box account.  I just tried to log in and I am getting the following message:The Box account <my new email address> is already linked to another Google account. Log in to <new email address> and remove the association to continue. I have gone into my old Gmail account and the new account and removed the Box association, but it’s still not working.  Need some help.  THX

I'm logging into my box account for the first time in about 2 weeks, and most of my files are gone. These files contain everything I need for my school year (teacher here), how can I find them?!

My logs have been sent successfully and I need to create a support case.   Irene Davis

I need to upload several files, that are not large, but I'm unable to upload them due to account storage being limited. I'm using a business account and I'm working on a time sensitive project. How do I fix this issue??

Hi! I’m trying to get my email verified, but when I clicked on the link, it said the link expired even though I had just received the link in my inbox.

How do you regain access to a file link sent to you that has expired?

Hi, I have a box account with shared folders where clients are uploading documents and I have editor privileges. However since the beginning of this week, I am unable to open or download any document saved in the folders. Your support on this matter would be greatly appreciated. Many thanks.  

I just created a new Box account with 3 seats.  my admin account users one seat.  How do I create a new user and assign one of those seats licenses?  When I try and add a managed user it want to complete a purchase of another seat.

The error “Email already used in a Box account but not associated with an enterprise” occurs because the email address is still linked to a personal Box account, even if the user thinks they closed it. Box treats that email as active until the account is fully purged from their system.

I already opened a ticket for this issue but apparently I must use the old email address that the box account was originally created under (my email has since changed). I lost the device on which my 2FA was created so I’m unable to use 2FA to access my Box account. I’m creating this duplicate ticket under the email address the box was originally associated with (per box representative request) to “further verify the account.” Please provide assistance as this whole fiasco has been chaos. Thanks

BoxSignの受信者設定についてご相談です。以前は、同じ担当者を異なる署名順で設定することが可能でしたが、本日確認したところ、同一担当者が自動的に同じ署名順に変更されていました。この仕様変更により、従来の署名フローが利用できなくなり、文書の回覧が滞っております。つきましては、本件についてご対応いただけますと幸いです。お手数をおかけしますが、よろしくお願いいたします。

The allow box to connect to box tools i get when i choose “open on desktop”  I did allow local network access and add urls to allow list.  same error.  it works in opera and edge, but not chrome (version 142)

I have created an account to report phishing content and redirection hosted at box.com https :  /  /  app  . box  .  com  /   embed  /  s   /    66xf5vp5uxd0bhudynd6u3myhqjnwgd6? The above link is malicious and should not be accessed. I could not find any way to submit this.Most websites have an easy to find and report abuse form that doesn’t require making an account and then trying to find a way to report such maliciousness. I find box.com really needs to make it easier to report issues.

Hello! I’m trying to migrate 4TB of data from Engyte, but Egnyte is not listed in the options for sources for standard migrations. What are my next steps? Thank you!