Support Forum

Hi  I received an email today that my account was accessed from Jamaica. I saw this two hours later and then subsequently reset password etc.  I need to know what files were accessed. Please can someone from Box help?   I can't find anywhere to escalate this to (you really need to fix this...)

We have 200+ users with access to an existing folder, and we are not close to reaching the collaboration limit (so that's not the issue). One user specifically cannot access the folder and is receiving error messages every time he attempts to access the link (screenshot attached). The error states (403. That's an error. Your client does not have permission to get URL". We have removed and readded two different emails associated with this individual numerous times but that does not seem to work. Every user except for him has been able to access - what are the work arounds? Is it an end-user issue? Something in their web settings?

I have a User (Mac) that sporadically gets files duplicated when uploading changes in a collaborated folder. Confirmed that no one else is working on said files. When trying to continue collab, user gets hit with a conflict and it forces a duplicate that only seems to really happen when using box drive. Box Web shows different versions for the files and in Box drive, there are no cloud icons next to the duplicates. How can I get their Box to sync properly and remove the duplicates?

Our previous admin on our team account, Matt Ivey, hasn't been with us for a few years now. We have a new hire and trying to get her set with with her own box account under our team. My boss can access Matt's email address, but all the billing is still going to him as well and we want to get that switched over as well to myself or a new team member.  Can you please assist?  

I'm trying to connect to Box from terminal using lftp command, but when I'm trying to check list of files or something else - it gives me error message - "Login failed: 530 Box: Invalid credentials or FTP not available for your plan. Upgrade here: https://www.box.com/upgrade"

Good morning team. I need your support for my peer at email bhall@secretometx.com, he just changed mobile device and can't authenticate. We need you to reset her MFA. he's not able to open himself the ticket as Box is asking to log in and authenticate, and is not possible for him. He lost his codes for account verification as well. Kindly contact him by email. I also invited him to Box for file sharing. You can contact me in case you need any additional verification. Thank you in advance.

Our company has changed its name.  Deleted the   box account created with the new address, and trying to update my main box account /  to add the new address as a personal address (and then switch the default email over to the new email address), but i'm getting the messge that there is still a duplicate account exists.

Box was working fine; then it decided to install a new version (Box v 2.45.185). After that I started getting this error. I uninstalled and re-installed Box v 2.42.213 with no problems. But the software INSISTS on upgrading to first 2.43.205 (which I also have no problems with); then to the faulty version. I sent the logs for 2.43.205 (which are fine)  

The system says I have used 10 gb of 10, but that's not true. I have lesser storage than 10

Hello, the loading of documents is extremely slow on box and then ends up in error. I don't get a message that the quota has been exceeded. Does anyone know what might be causing this? Thanks

I intended to sign up for a monthly subscription, but I was unexpectedly charged for an annual plan.This was not my intention, and I would like to request the following: Cancellation of the current annual subscription A full refund for the annual charge Cancellation of my account, as I do not require such a large amount of storage for personal use

Only 3.6GB space are used, but the system shows 10.4GB used, and now I can't update my files.Please help to solve it. Thanks,

In our application we have a feature to integrate with Box, where the users files will automatically get accessed, processed with our app's specific features, and then re-uploaded.We have a page in our app where the integration is configured, setting up authorisation, folder directories, etc.Up until now the page has simply been called "Box.com integration for [app name]", however, we were wondering if it would be okay to put the Box logo at the top of this specific page to make it more clear that this is the integration for Box.Looking at the guidelines, it states that you are not allowed to use the logo to impersonate Box or implicate that something is officially affiliated with Box. We are not impersonating Box nor trying to state our integration is officially affiliated, but I wanted to make sure since it seems kind of like a grey area.Thank you for the support!

I work for a law firm. the law firm has a paid account. how can I join the paid plan

I am trying to add a new user to my enterprise account but it says he already has an existing account which isn't the case since I just created this new email address. Box--can you please contact me to assist?

The Box error notification box is constantly popping up. How do I get rid of this?

Can you help with this?

I am trying to open a shared document, but it says I first need to create a strong password. Since I used Google sign-in, there seems to be no current password. I get an error message in the account settings.

Hello, I am missing the entire team folder and it's sub-folders, how can I recover it?

Moved several files to my onedrive account.  Most made the move but many are missing.  Where did they go?  Can't find them in my box account anymore.

I deleted some folders to create space on the BOX, then deleted from from the BIN folder, thinking this would free up space.  Now I urgently need one of these items. Can they be recovered at all?   Thanks

Hi, I’m experiencing an issue with Box Drive for Mac on macOS Sequoia. The installation completes successfully, and when I try to log in, it redirects me to Safari. I enter my credentials, and it seems like it should redirect back to the app—but when the app opens, nothing happens. Could someone please help me resolve this issue? Thank you in advance,Ricardo Mascarenhas

Hello, My name is Miho Osato , and I am the administrator for our Box account. I mistakenly deleted the following account a short while ago. I would like to request the recovery of the following account and all files associated with it: Account Name: [メールアドレスを削除しました] Or [メールアドレスを削除しました] I am very distressed as important files have been lost. I would be grateful for your assistance in recovering the account. Sincerely, Miho Osato                     

I am receiving links to USAfx, but the folder isn't showing up once I log in.  Also, it's not allowing me to add a collaborator to folders I create. 

I registered a new free account, but the link in the final email confirmation has expired. Where should I contact to request a resend?