Support Forum

I accepted an invite from someone outside my organization to work on a folder, and I can’t see that folder while folders from past projects are visible. Please support me. 

Hi Team,I am experiencing an issue with a specific file in Box.Although I have Co-owner permissions for this folder, I am unable to rename, move, or delete this particular file. When accessing Box via a web browser, the "Unlock" option is greyed out and inactive.I have already verified the following:I can open and view the file without issues.I can delete other files in the same folder, so my permissions are active. The file cannot be copied to another location.It appears that there might be a Legal Hold, a Retention Policy, or a stuck API integration (like DocuSign) applied specifically to this file. Could you please investigate and assist in releasing the lock?Thank you.

I created a box and shared it with two other people that we could work together to gather a VERY large batch of docs in one place. Weeks of work has now vanished. How do I get that folder back?

I am trying to sign up for box and it says i need to verify my account?

I’m trying to devise a way to locate files in a Box drive with 100k+ badly organized files. I have begun tagging files with multiple tags so that I can get very narrow results when I’m looking for a specific file. When trying to use tags to filter/narrow my search, I seem to have 2 options:Search in the top bar using the “and” operator. With this methos, I have no way to just filter for tags, so Box is pulling results from titles, content, etc., giving me too many results (and irrelevant results), and rendering the tagging task useless. Search using the sidebar, where I AM able search by tag only. Unfortunately, this does not allow me to filter using the “and” operator, so again, I end up with way too many irrelevant results.Question: Is there a way to perform a search using multiple tags using the “and” operator?

We have 100k+ files without great folder taxonomy so finding files is really challenging. To compound that, someone created extensive folder trees that lead to nowhere (with the terminating folder containing no files). I’d like to delete all of these “dead end” child folders. Is there a method I can use within Box to do this? An app? A custom program/script?

The box for Salesforce integration requires creating a service account user without SSO. When SSO is required on a Box organization, it kills the service account connection. How do we require SSO for our organization account and use the Box for Salesforce integration at the same time?

We have found some of our files with DownloadCaseConflict at the end but they are a duplicate of another folder.  Anyone else experience this?  Anyone know why?  

I cannot get into Box. I keep getting the below message and when I click reset it doesn’t work and then it tells me to run a command and that’s not working either.  

Hi, I need the Box Sync. Can anyone provide the downloading link? Thanks!

Hello, I was wondering if I am able to reactivate my school email BOX account after deactivating it a few weeks ago. When I try putting in my email after clicking the reactivation link, it says there's an error and I get this message: “There was an error processing your request. The account associated with this email is not eligible for online reactivation. Please contact our Billing Support team at 1-877-729-4269 or billing@box.com.”  I appreciate any help in reactivating the account as I must use it for my school coursework. Thank you kindly. Warm regards,Adam Zilberman

I had tried several times to use my primary e-mail address (a go daddy hosted email on my own domain) to setup this account up but it was not recognized as a valid e-mail address, so I instead used another e-mail address (also go daddy hosted but of a different domain that I also own). I’ve since attempted to add my primary address to this new account I setup yesterday and I’m getting an error message “There was an error while trying to add [removed by moderator] to your account.”This box account is useless to me without an association to this email address. Please help.

User copied excel files from an folder to another, changed the files name. Then the files is  suddenly locked to read-only, and can not be deleted by neither editor users nor owner user. The attached capture is the notify when I was trying to delete the files from account with owner permission. Please help to explain the issue to help avoiding and guide to resolve the issue 

 I tried  many times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

I need to add an employee to my enterprise account that has previously created an account with their work email.

I set up a box account a few months ago using a generic email address for the company I work for. I need to change the admin control to my personal email address but it won’t let me because it says my domain is not activated and I need to submit a ticket. I’m not sure what to do. 

私のアカウントの削除は成功してるでしょうか？次回課金されないか心配なので、クレカ情報を削除したいです。方法を教えて下さい。よろしくお願いいたします。

Hello, I need help from box support team to update primary admin for our company box account. Current primary admin has left the company and we need to reassign the role.

I am currently using a Box Individual account and would like to upgrade to the Starter Plan. However, when I try to complete the upgrade, I receive the following error message: There was an error processing your request.We were unable to process your payment information. Please double check that all fields are filled out correctly and try again, or visit support.box.com for further assistance. I have already double-checked my payment details and tried different browsers, but the issue persists. Could you please assist me in upgrading my account to the Starter Plan?Thank you for your help in advance.

Box is not stable from last 15 days, we got huge noise from staffs about box synch issue, web app not opening, folders are not able to open and share and many more, there is no solution from Box till now. and i would like to highlight that we are the premium customer to box, and the support is not up to the mark, and we don't have any dedicated engineer or support person to take this on priority.

Hello,  I have had a Box account for over 10 years and use it regularly. It has recently dropped from 50GB to 10GB and I have lost a lot of files. Could this issue pease also be rectified? Thank you

I was sent an email from a known contact to access a Box shared folder          xxx has invited you to work together in "xyz" folder on BoxI click-through and am able to log into my free Box account.  However, it opens to this error.   Is there a team that can help me trouble-shoot? 

I have some collaborative folder which was shared by my colleague and all of those are shown in my root.   I would like to move these somewhere else since it is very annoying that all collaborative folders are automatically added to the root, however, I would also not want to lose permission to access them.   Is there any way to do this? or should I accept what it is?

My team has experienced several (~20-30) randomized permission drops from our Permission Groups. Our IT department has confirmed groups are set up correctly and myself +1 other Admin are adding people to our permission groups correctly. We are at a loss as to why this continues to occur and open to suggestion. Googling hasn't turned up anything of use. Thank you!

Issue on HP Spectre laptop only using Microsoft Edge browser. Works fine on HP desktop using Chrome.I’ve done an Online Repair of Microsoft 365.I’ve uninstalled and reinstalled Box Edit (Tools).I’ve cleared my Box Edit (Tools) cache.I’ve uninstalled and reinstalled Box Drive.I’ve searched Box Support for help.I’ve searched the internet for help.Can’t seem to get anywhere in finding a resolution to my issue.