Support Forum

After receiving the upload notification email on March 3, 2025, I stopped receiving both update notification emails and invitation notification emails.I have not made any changes to the email notification settings.Could you please let me know how to resolve this issue?    

I haven't received a call for my Two Factor Verification Code to access my account.

I was sent files that have audio some of them open fine others say “playback error” mp3 i notice is normally fine i think the other file type might be CDT? How do i fix this?

Hello, BOX works very slow on my iphone and ipad.   -Luis Sanchez  

We are trying to sync Practifi with Box but the documentation provided by Box doesn't match up to our options.  Specifically the user.  I don't want to create an email for the integration, I want to be able to use my admin license.   

I am a new customer of Box.com and I am trying to configure SSO for the first time. My understanding was that Box.com provided the ability to sync groups from the Identity Provider as mentioned in the below documentation. However, I am receiving the error '“User Groups Settings” is currently unavailable' when I attempt to search for these settings in the enterprise settings and the options do not appear under User settings.I am using the FedRAMP Moderate version of the service if this is relevant context.Setting Up Single Sign-On (SSO) for Your Organization – Box Support

I have 50gb limit. But even I don't have that much file, box says I'm using 54gb of my 50gb limit. Please FIX THIS PROBLEM!

We’re currently using the /folders/trash/items endpoint to get trashed items. When I recover them, I use the GET files and GET folder endpoint to sync my files in Box. It appears the modified_at date doesn’t update when a file/folder is restored thus the file/folder never gets restored as undeleted in my system. Would it be possible to update the modified_at date whenever files/folders are recovered from trash? 

I'm experiencing the same issue as the post linked below. I've got Power Query connecting multiple files that are all stored in a Box folder. However, only I can refresh them despite others having access to the folders in question. Has anyone figured this out yet? https://support.box.com/hc/en-us/community/posts/38459237903635-Power-Query-Box-Connection

When logging in, a message appears saying, 'Your password has expired. Please enter your email address. We will inform you how to create a new password.' I followed the instructions and entered my email address to reset the password, but I did not receive the password reset email. What should I do? Please remove me from the suppression list. The accounts in question are the following two. <personal information-redacted>

I need helping resetting my MFA to a mobile phone number. It keeps sending codes to an authenticator app I never had. There appear to be many other users submitting the same concern on this forum.

Shared folder with collaborator as Editor. Collaborator received the below error message attempting to access Box. Issue occurred using different browsers. Please advise how to rectify. Thank you!

I deleted my files but it did not change the amount of free space I have. Please Help

Hello, I have a box account without a password. I need to access files that require a strong password. I try to change/add a password but I keep getting error messages. I need help to add a password. Thanks, Hanna  

I am receiving an error message "Collaboration invite was not sent because URLs are not supported in the invite message." when I try to send an invite. There are no URLs in my invite message. What do I need to do?

I can no longer view the data I shared from my personal account. Also, I can no longer log in from the parent account I shared it with. When I try to log in, the following page appears.

There have been significant syncing delays. 2 different users updated the same folder with 2 separate files and browser and explorer versions didn't sync for over 15min.   Renaming files takes several attempts as well.   When saving from Word to PDF, the PDF files disappear for a bit. Even hitting the "sync" button doesn’t seem to bring them back immediately. They usually reappear after about five to seven minutes.

Hello everyone, My storage says it's too full. I've already deleted EVERYTHING that was saved, but unfortunately, that didn't help. I emptied the trash and waited a few days to see if it would resolve itself. I hope someone can help me with this. Sincerely

I have been invited to share files here and have logged in.  In order to access the shared box and upload my files, I need to update my password.  I have tried a few times but it keeps telling me that my current password is incorrect.  I am stuck and cannot access the box to share the documents.   Please help

昨日までスターターのプランで、5ライセンス契約しており、1ライセンス使っていなかったので4ライセンスに変更しようと思い設定をさわっていると、間違えて1ライセンス減らすところを4ライセンス増やして契約してしまった。これは間違いで、正しくは4人で使用しているので、1ライセンス減らして4ライセンスの契約に変更したい。

I am encountering an error when attempting to permanently delete an individual account.  I would like to request a refund for the charge incurred on 04/13/25.

I'm getting this error message: Traceback (most recent call last):  File "box\app\bfd_main.py", line 18, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "box\patch\win32timezone_patch.py", line 12, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "win32timezone.py", line 244, in <module>ImportError: DLL load failed while importing win32api: The specified module could not be found.

Hi, we recently noticed that Box Drive was not syncing.  We used the method to restart the sync process using regedits.  We were able to get some data to sync immediately after the procedure, but nothing else synced after that first time.  Please let us know what we should try next. Thanks in advance.

I am an IT administrator for our company. We need to prevent users on unsecure workstations from making folders available offline with Box Drive. Is there a setting or registry configuration to prevent users on a workstation from making Box Drive files available offline?   Thank you, Mike

The storage is incorrect. My contract plan is Business Plus, but the storage is not unlimited. Please correct the storage capacity registration. I am currently unable to upload files, so please fix this as soon as possible.