Support Forum

I can no longer log into my account. When I try to log in, I get the message "This account is invalid. Please contact support for more information." Please tell me how to solve this problem  

I am reaching out regarding my Box account. The email address registered to my account is no longer accessible, and my password has expired, preventing me from logging in.

Hi there. I think Content Recovery worked once for our enterprise.  However now we just get an error that says: "Apologies, we were unable to load this page. Please refresh the page or try again later." This happens every time any of our IT Admin team goes to Box Admin > Content > Content Recovery.    

after download box drive in windows the file format PDF a pvg isn't open

I accidentally deleted a video with a link.  Is it possible to go back into the link from the back end and add the file so the printed link can work in the future as it should?  

I had a problem because I was over my 50 GB quota. I removed many files, and after about an hour it showed I was down to 16GB BUT I still have 45 files not syncing because of 'Sync Failed: Box Quota Exceeded' . This is about 12 hours after I cleared out my Box folder.   

I can't start my subscription and the phone number directs me here.  I definitely have been billed already, but still see limited features enabled, due to the trial aspect not being removed.  How on Earth do we actually get support from Box?  Seems like every company is doing this these days...

Box is not copying a large number of files. 

I'm an Admin trying to share a folder with a co-worker with the same domain email address but this is what I get in return. I've tried adding them as an external user and an unmanaged user but get the same error. How can this error be fixed?

Where is the QR code for the authenticator app?

I deleted all the files to start from the beginning, but it shows that I have used 35GB (I also emptied the trash)

Can you please reset my storage? Thanks

My account is showing over the limit, despite having removed about a sizable amount and confirming the content has been removed.  I understand there is a script support can run to trigger a recalculation of the space in use and would appreciate this being done.  TIA!

Our team needs to submit a support ticket for admin transfer. Our admin is exiting the company and no longer has access to the associated email account. Although the email for the admin was changed, we cannot complete the admin transfer. We keep getting a notification that the admin is unauthorized to do the admin transfer, which we suspect is because they can no longer access the old email account. We need assistance with this transfer, and/or submitting a support ticket, please. Thanks in advance!

Hi .... i can't upload image to my file since last night, what should I do?

We work with people with who we share certain files, and one of them told us they could see every file in our BOX account instead of just the one file we shared a link with.  We have two admins: the owner and I.  This is something that has to be corrected for sure.  Funny, when we re-sent the link, it worked just for the one file like it should have.  Please have someone contact me on this ASAP.

when trying to open video files through the browser I get the issue 'This preview didn't load. Please try to open or download the file to view.' Not just myself but all users accessing the folders and files. The thumbnails display fine but the video files do not load. I am able to preview via the app, so the files have been uploaded fine

Box says I have used 53Gb of my 50Gb storage, but Windows says my Box folder is less than 30Gb in size. Please run your script to recalculate storage used. Thanks

I have an old box account that I can no longer log into for some reason.  When I ask to reset password I do not receive instructions to that email.  Can someone please help?

Hello   I am trying to get BOX on my mac (which I have done many times before). But I am using BOX under a different work email this time. I have tried all the trouble shooting and logged out fully of my other account, deletedand redownloaded the app. But everytime I try and log into the app it goes in circles and takes me back to the app log in, then to the browser to log in via google mail (even though the account is an email password set up and not google). But i always end up at the log in page on the app and it has been weeks. I cant find any way to contact support weither to get help.   Thanks!

A colleague of mine and I were working on a file for several hours. We were drafting collaboratively and the system glitched. Half the document is now gone. When accessing version control, the previous version (v1) shows up as the same as V2. We need a version prior to what V1 has as contents. Is there a cache somewhere of work done before a certain time? We have automatic saving activated but I've checked the trash and sync folders and there is nothing there. Any assistance from those who have had similar issues and resolved this would be much appreciated.

Hi I'm not able to add any personal email. Am trying to set up to the google account that I will be using and may have set something off. Please help.

My account storage quota states that it is full! I deleted almost files but it is still said that the storage full. I've used only about 6Gb. Can you please fix it? Thanks.

2 Factor Authentication not working.  Call me at <personal information-redacted> to walk me through what to do.