Support Forum

I have seen a couple instances of a suspicious session alert that references a second session for a user a few minutes after a normal login.  The first session shows the user’s normal location, and the second session (in two alert instances) shows this:Registrant Microsoft Azure Location Singapore, SG Host Name unknown User Agent MSOCS Service Name Box for Microsoft Office (Desktop)  This looks like a session that may be created by the Box for Msft Office function, but the fact that Box Shield is flagging it as a suspicious session makes me wonder.  Has anyone else seen this type of alert, and determined whether it is innocuous or malicious?

Hi Box,I have account binded to email that I dont have access anymore,  so I can't recover my expired pw anymore. Please help. BestRoman

I set up sync yesterday and everything has synced to my desktop except for the contents of one folder. I don't think it's a size issue as folders larger than this have synced. The folder has 4 subfolders and 3 of the 4 have synced just fine, but it's the 4th that I need and isn't showing up on my desktop. I've tried clicking the unsync button and resyncing and that hasn't worked either 

Hi! I am trying to figure out why my files are syncing. Every time I try to sync it, it says “failed to sync, box server too busy”. I even uninstalled box sync and re-downloaded it but it still doesn’t work. It’s been like this for 5 days and I don’t know how to fix it.  Does anyone know how to fix this issue? Thank you!

I wanted to change from SMS 2FA to a authenticator app, and had to first remove my SMS 2FA to be able to do so. Then, two problems arose: - When trying to activate the 2FA with an app, it will keep 'generating' the QR code, but never show one, so I cannot add it (I tried different browsers already) - When trying to activate the 2FA with sms (like I had before) it keeps saying that my phone number is not valid, whereas I am sure it is correct (I tried with / without country code, etc) The result is that I now cannot configure 2FA. Can you please fix this asap?

Our company just started using the Business Plus platform, and I am unable to upload any additional files. I am receiving the “Account Storage limit reached” error.

Please help me as I am unable to upgrade my plan from Individual to Personal Pro or all other plans and I get an error.

I deleted an app that had a public key to connect to bubble.io, but I deleted the app and created another one, but it won't let me add the key again, I would like to check how to resolve this situation  

有料会員の作成したフォルダに招待され、作業を行っていたが間違ってそのフォルダーを削除してしまった。私は無料会員で作業しています。ごみ箱にはそのフォルダーが無く、フォルダー管理者に問い合わせしているが見つかりません。削除してしまったのが2025年9月15日で、もうすぐ一か月が経ってしまうため、早急に復元したいです。BOXサポート側で復元処理はできるか教えてください。

Please delete the account that created this post, thanks. 

I keep getting the following message when I try to share a folder/file with this external vendor: Invitations could not be sent to the following people because collaboration is restricted to your enterprise's collaboration allowed list: Xxxxx@orionind.com I asked the external vendor to share a folder with me and he got the exact message but with my email.

Hello, I need access to the latest SOC2 Type 2 report from Box.The trust center indicates that I need to make a request to a CSM / account rep, I do not have one. I don’t see an option to create a support ticket either.

Box Support Representative,Could you please disable the SSO-required mode configured for the tenant?Trial TenantAffected Account: [removed by moderator] Reason: Unable to log in via SSO, preventing access to the Admin ConsoleWe sincerely appreciate your assistance.

 I've been trying to create an account with an email address for a few days now, and the confirmation email hasn't arrived to complete the registration. I've tried all the instructions here in the community, and it still doesn't work.

Hi I am trying to authorize Syncovery to my BOX but when i add the code (nothing happens)I can log into box on this pc . i tried to copy the link supplied by Syncovery to my phone an i get the same thing just hangsI think the orth may be broken on my box account RegardsMichael

 I added a new user, but I didn't receive a confirmation email and can't log in. I tried to reapply, but I didn't receive an email.  I will receive everything except the confirmation email

New User <personal information-redacted> not receiving confirmation email. Please remove from suppression list.

Hi everyone,I am trying to create a support ticket but it is almost impossible to find any useful instructions or links in the Box Knowledge section.Here is my issue:I am attempting to send an invitation to a user to join our enterprise, but the system will not allow it because the user already has an existing Box account registered under our company email domain. That account is not licensed or linked under our enterprise.Can someone please assist or guide me on how to create a support ticket so I can get help resolving this issue as soon as possible?Thank you

I have a google workspace account and my email address has changed. When I try to login to my box.com account, I get an error saying I need to use the old email address which is no longer possible. How can i fix this or delete the account so i can start over?

hi guys, seriously need your help here. i can’t login to the portal (thankfully my android app can still work but i can’t do much with my phone). what happen was, i have been using box for more than 10 years and i’ve been using my email to login. however, 1 day, i forgot about this and chose to login with my google account. both method of login (using email and login with google) are using the same gmail account. i think there’s some issue here where the system can’t recognise it. 

I have been a Box user for years. I use it for personal files (family photos) and for work (folders shared with me by others).  As of this evening, everything is missing -- my account shows 0B of 10GB Used.  Yet there is no logged activity.  There are no files or folders in the Trash.  No shared folders have been unshared with me (I have checked with the owners).  The account is associated with a personal email address and there are no notifications of access or changes. Resetting a password and logging in using different browsers had no effect.    I have already evaluated the standard responses for how to troubleshoot.  This does not seem to be a standard issue -- my account has been completely and suddenly wiped.  I would appreciate help. 

I have a google gsuite account and my email address has changed.  When I try to login to my box.com account, I get an error saying I need to use the old email address which is no longer possible. How can i fix this or delete the account so i can start over?

I received a notice that I had been charged for the next month of service, but I had intended to cancel service. Is it possible to cancel now, and receive a refund for the service? I have not used it for over a week 

Hello,  I need to change the primary email on my account as it is no longer in exsistance. I’ve gone through all the tutorials and when I click on my icon in the top right there is no “settings” option. I do have a secondary email that I’ve been using, but I’d like to update the primary. This has been an issue for over a year and I can’t get resolution. It should not be this hard. 

I need help with restoring my bandwidth, i havent uploaded anytihng in over a week and received 2 over use of bandwidth… i thought i have unlimited bandwidth and i didnt even use it during the periods i received. notices, i need a support ticket asap! i dont like that i receive a warning WITH NO WAY to contact support at all.