Support Forum

[Summary] I am attempting to upgrade my Free account to a Box Business plan, but I am unable to complete the process due to a recurring error.[Steps Taken] Created a Free account, verified my email address, and logged in. Clicked the "Upgrade Plan" button in the top-right corner. Selected the "Business" plan. Set the total number of users to "3" and selected "Monthly" billing. As a Japanese user, I initially entered all information (including payment and address details) in Japanese characters. 6. The payment method used is a VISA Virtual Card. To ensure there were no typos, I had multiple colleagues double-check the entered information. I have confirmed that all fields were filled in correctly. After clicking the "Upgrade" button, the error occurred. [Results] An error message appeared, and the upgrade could not be completed.[Error Message] "An error occurred while processing your request. We were unable to process your payment information. Please double-check that all field

Hi. When I try to log in to Box, it tells me my password has expired and I need to reset it. I clicked the link sent to my email to reset, successfully changed it, but then it takes me right back to the reset password screen and will not allow me to log in using the new password. This has happened multiple times. I’ve also tried going back to the home page and clicking log in again, but it takes me back to the reset password screen. Can you please assist?

Attempting to migrate files from a microSD to Box using Box Shuttle but get a failure to connect error when box shuttle attempts to look inside the microSD. Have tried several methods including setting a network share, changing drive letter, and double checking permissions and sd card status/errors and nothing has worked. Previously tried an SD card reader on windows 11. Currently trying built in reader on widnows 10 computer.

I have an existing Box account associated with an old email address that I no longer have access to. How do I delete that account or merge it with one associated with my current email address?

я просто потерял данный на своё аккаунт только что нашол восстановил на данный стёрли по этому я пропитаются востоновит 

I would like to recover a managed user account that was accidentally deleted.As I’m using a translation tool, it would be very helpful if you could use easy-to-understand English.

有料プランにしようとすると、   要求の処理中にエラーが発生しました。 お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。   とメッセージがでる。 ・違う会社のカードを試した。・登録を英語で行った いづれも駄目だった。   ------ The following is an automatic translation When trying to get a paid plan,   An error occurred while processing your request. Payment information could not be processed. Please double check that all fields are filled in correctly and try again. If you need assistance, please visit support.box.com.   I get a message that says, "I have a problem with my card. I tried a different company's card.I tried to register in English. All of them did not work. Translated with DeepL.com (free version)

Unable to transfer admin access to other team members

Hi,struggling to reassign admin rights to a member user.Have followed the steps and it doesnt work, keep getting a error.I dont require access after reassigment of admin rights, so can be deleted. 

I have a Box.org free account and have limited admin abilities but need to recover deleted folders and files that another user deleted. I do not have full access to the content management and need to submit a ticket for the Box Support team to recover the files, but when clicking on the link to submit a ticket it leads to a page with the only option to start a conversation in the Box Community. 

Each time I reopen my browser (Firefox, Edge, Chrome) I have to sign in again. How can I stay signed in? Thanks

I go to Account and Billing, support, the only option that I can do is create a post in a public forum. I have no option to create a ticket and work with a support agent. My firm is a paying customer, and we cannot get any support at all. I currently have 3 critical issues that need to be addressed.

I receive the following error message when attempting to open a document shared with me.  We’re sorry, the preview didn’t load. This document may be protected. The sender indicates other clients can access and imply it's a me issue.   I cleared cache, attempted to open in Edge, IE and Chrome.  All are up to date.  Any suggestions?

Удалила очень много файлов, осталось примерно на 2,5гб. Но в приложении написано, что у меня занято 9гб. Уже несколько месяцев эта проблема сохраняется.

Hi, I am facing quite a major issue. I recently upgraded from Box Sync to Box Drive. It is important for me to have my Box files saved locally so I can use them without an internet connection, while still having them synced to the cloud in case I need remote access.However, it seems Box Drive does not retain locally saved files. When I download files locally by clicking the cloud icon with a downward arrow, they do download successfully. But when I restart my Mac, the files are gone and I have to download them again (by clicking on the cloud icon with a downward arrow again). I am running macOS Sonoma 14.Could you please fix this issue urgently? Or is this the expected behavior? If this is expected behavior, then Box does not work for me anymore and I will need to move to another provider.  

I have accidentally deleted a folder and had it removed from the trash and need to have it restored, how do I do this?

Hi,Somehow, I accidentally linked my existing Box account to an organisation that had invited me to use Box. How can I unlink it so that I don’t have to go via that organisation’s portal to access my other folders on Box that have nothing to do with that organisation?I’ve noticed that my profile has been linked to that organisation, but this wasn’t my intention. I can’t change the company myself in my profile. How can I do this?Can that organisation also see my other folders that I’m not the administrator of?Kind regards, Inge

I have 2 users who couldn’t recieve any email notifications from box.com. Not issues with the rest of the users. There is no block in our spam filter. In message trace, there is no sign of the emails to them.any idea?

Is there a bandwidth limit during migration? We’re trying to find another solution for our company and want to subscribe to your business plans but we’re currently with OneDrive and I see there’s a onedrive migration. However, the issue is we have more than 20TB right now on OneDrive and it says the bandwidth cap is at 1TB a month??? It would take us 20 months to migrate over. How would anyone migrate over?

Every time I sign in to Box, the first thing that pops up is an Errors dialog with video and MP3 upload errors. The only choice seems to be Retry All. But I don't want to upload the files anymore. How do I delete the error message?

I have accidentally deleted a folder and had it removed from the trash and need to have it restored, how do I do this?

現在、BOX環境を共有しておりますが、弊社は会社統合に伴い社名変更およびメールアドレスの変更を実施いたしました。これに伴い、BOXアカウントに登録しているメールアドレスを旧メールアドレスから新メールアドレスへ変更したいと考えております。しかしながら、変更作業前に誤って新メールアドレスをBOXへ新規登録してしまい、その後削除いたしました。再登録について調査したところ、削除後120日間は同一メールアドレスを再利用できない旨の記載を確認しております。会社統合に伴う対応のため、可能であれば早期に新メールアドレスへ変更したく存じます。何か救済措置や対応方法がございましたら、ご教示いただけますと幸いです。

morning, i’m having a problem printing a box document on an iphone via the box app.  normally, i would hit the print button and select the wifi printer - i cannot find the print button with the new app updae.

Following a windows update, my files have reverted back from several hours to several days.  On one file, I’ve lost a weeks worth of work.   I have been updating this file multiple times per day for the past several days, and yesterday I opened it and worked on it without issue.  Today, the file has reverted back to June 5th and all my changes are gone.  Box version history does not show any upload June 5th.  The only thing that has happened is a windows update. This is major issue and is going to cost me.  This happened about a month ago, and I thought maybe it was something I did, but it’s clearly a Box issue.  

A box error notification keeps popping up. I’ve tried clicking “Retry”, reuploading the folder and nothing seems to work. The notification pops up everytime I turn my computer and also in some random moments. This issue has happened to some members of my team too, we would like some guidance on how to solve this issue. Thanks