Support Forum

Hi there, I am dealing with a data breach and trying to investigate the impact. Is it possible for the Box team to identify an IP address? One of our collaborators was hacked and files were accessed and deleted (now recovered). I have the email address and time stamp so trying to establish where it came from so that I can document it for my ICO report. Thank you! 

I've had several bases report that they have an inability to add/delete folders and some files to the folders that they have co-owner or editor access to.  The error that displays is "There was a problem completing your request. Please try again." Please advise. 

Am looking to better understand how the event-based governance feature works - but the written guidance says to contact support. Finding the submit a case button is like a needle in a haystack. Do they actually have to activate it for you in order to test and understand the function?

What are the possible ways to upload a recording to Box. Showing only the Cloud 2.0 protocol in my Hikvision NVR.    

I just sent my customer some files with Box and it prompted them to create a Box account before they could down load the files from the link I sent them with my Box account. The last time I used my Box account the customer was able to down load the files without creating a Box account.  This has created problems for my customer that does not want to create a Box account and I'm having to ship them a CD with the files with defeats the purpose of my Box account.  Can you please help me?

Trying to add my co-worker as a co-admin but operation fails with message "email already used in Box account  but not associated with an enerprise"

Hi all, I am trying to send multiple documents- hopefully in the same go- to ONE person. Each document needs to be signed individually by the same person. I have seen that there is a Batch Send option where you can send one document to multiple people- like the same standard contract to every employee. But I am trying to do the opposite of that. Each page I send needs to be signed by the same person.  I managed to send a test out with 7 documents to the same email address by configuring and tediously re-adding the same email address to the designated signers and then assigning the different "profiles" to each signature. However, when I went to my email to try to sign them, none of the signature boxes I had added to the documents showed up. When I tried to re-send the documents and followed the same exact procedure, it now goes back to saying that I cannot have the same email address multiple times on the same signing order.  So does that just mean you actually h

I am working with a colleague who is trying to send a Box Sign form to a user, and every time they do, they get the following message, and I am not sure how to advise. The placeholder with the UUID a4f7a8d5-3c............" was not found. How can I get around this issue? Does it have something to do with their account?  I know the Box Sign form exists, as I just used it.Thank you for any help you can provide. We're currently stuck.    

Hello! I was sent a link to a news segment, but I cannot access it! I would like to view it but the sender probably won’t get back to me. It says “ This shared file or folder link has been removed or is unavailable to you.”

仕事でBOXを利用するため、同僚のアカウントを新規登録したいのですが、確認メールが届かず利用ができません。再送をしてもメールが届かずに困っています。お手数ですが、サポートをお願いします。

We registered with 5 licenses. However, there was an error in one of the user entries, so we deleted it and attempted to re-register. Unfortunately, the system displays "Managed users (5)" and "5 licenses in use out of 5," and we are unable to add a new user. Only 4 users are currently displayed. Could you please advise on how to resolve this issue?

Hello, I've been trying to invite users to our box file, but I keep getting an error message: "Cannot invite deactivated accounts" May I ask the support team to investigate this?

When I want to make a search by folders, I'm offered a keyboard in one language (and it's not English) with no way to switch it to a different language (the "Globe" icon in the bottom left corner is absent). IPhone app, last version.

Hello,  I just signed up for the Business account at $15 per month, billed annually, and realized that was billing me for three users... I am the only user. How do I get back on the correct plan for 1 user and get a refund?

Hello,  I am a third party user to BOX and do not have access to the 6-digit code required for the MFA as I do not have this account linked to my Microsoft Authenticator app. I only have access for my company.    I have used all 3 of my back-up codes and have discovered these back-up codes cannot be reused as they register as "invalid."    Is there a way I can access more back-up codes? This has been my only viable way to access the documents I need for this client.    

I duplicated the folder in the BOX (copy the entire folder),  I can't finish it at all and I'm in trouble because I can't do other work. How do I see the progress and how do I stop it?

my password works but it keeps asking for an authenticator code or a backup code.  I do not have a way or understand how to get these codes. Is there a way to reset?

Hi I'm an admin in Box for where I work I was trying to create 3 accounts (We have enough licenses) I created 2 OK the third I got an exclamation mark next to the email address with the following error - Email already used in a box account but not associated with an enterprise - I searched the email address but couldn't find an account 

Hello Box!!, I changed my phone and did not transfer my authenticator logins over before it wiped. Could I get my Box 2Factor reset? Thank you! Best,

Some files upload others do not. There is no rhyme or reason as to which ones do and which ones do not.  Error notification: Unexpected Error - One time it was: Network error.  But I have checked my network and its upload speeds are good and stable.  I have done everything listed on the troubleshooting list and re-uploaded the app twice already.  I have spent a full day on this. Everything on the troubleshooting list I have done several times. PLEASE HELP! 

２段階認証の設定をするため、電話番号を入力してもエラー表示になってしまう。

I am not able to add a user because "Email already used in a Box account but not associated with an enterprise." How do I resolve this?

At the confirmation of my email address when I signed up for the BOX, I clicked on the link within a minute of the email being sent.Then the following email is sent and the following text appears when I click on the link. ”This shared file or folder link has been removed or is unavailable to you. Think it's a mistake? No worries: Just email the owner or get in touch with Box support. We're here to help.” Other times, when I receive an email with a link to a shared folder, I get the same text as the “~” above and cannot access it.Other people can access it, but....

I am getting error while uploading a file to my box

Hello Folks,  I have not been access by Box folder attached to our Netsuite Sales Order records since yesterday. NS says this is a Box issue- Can anyone help ? How do I open a support ticket ? This is the message we have been getting.