Support Forum

I did not authorize $500 in charges. Please cancel my account and provide a refund. 

I’m building a Power Automate flow that saves incoming email text and attachments to Box. The flow works when I point “Create file” directly at my Invoices folder, but when I try to save into a client-specific subfolder (e.g. Invoices/<ClientName>), the action fails with the error “Only admins can create folders in the root due to enterprise security settings.” The client folders already exist in Box, so I don’t want to create anything new—just upload into them. It looks like Power Automate is interpreting my dynamic folder path as a root path instead of using the existing subfolder. I need guidance on how to reliably target existing client subfolders by variable without triggering root-folder creation errors.

I am in need of support on setting up Box with Google. I had my tech set up and it is not working properly and we have several questions. Ideally I would like a consultant that can get online and walk us through the final set up. Please advise. 

I am attempting to submit a help ticket but cannot find where to do so on Box's website anywhere. I need technical support with my organization's enterprise purchase of Box...

Hello,We are currently using the Box Business plan (JPY 1,881/month). I understand that inviting external collaborators is not available on this plan.However, we would like to share certain folders or files with external users so that they can view and download the content. Could you please confirm the correct way to configure the sharing link settings to allow external users to access files in this way?Thank you in advance for your guidance.Best regards,

I have a user who is experiencing a bizarre issue. They have an excel file that they can open when it is not in a folder, but when it is put in a folder that has a couple of word documents and PDFs, they get an error when they try to open the file that says "Sorry we couldn't find {name of file and folder} Is it possible it was moved, renamed, or deleted?" They are able to open everything else in that folder with no issue. When the user tries accessing the file while it is in the folder while they are on the web version, it opens with no issue. I also had the user create a new folder with just the excel document, and there was no issue, but when they copy over the PDFs and Word documents into the folder, they get the same error when trying to open the excel document. She has found that this is happening in a few different folders. I have done the basic troubleshooting with her: signing out and back in, restarting the machine, checking for app updates, etc. Any help would be appr

When opening Excel from Box, I can open it in Excel Online but not in Microsoft Excel.

I recently had some files fail to sync properly to my Box Sync account and they disappeared from my desktop and box sync account. I have looked in the trash on my box sync account and in the trash on my PC but I’m still unable to find them.

Dears, i created an excel file and saved to my box synced folder but i cannot find now nowhere. i have lived a few times this problem. Why my files lost, how can i find them?

My password for USAfx no longer works and when I try to reset it, the reset emails never arrive. I’ve tried checking junk mail, rules, etc. I am able to log in to box just fine, but not USAfx.

Why can’t I toggle on  “Expire link” when creating a shared link to send to somebody? I’ve tried all the different share options shown above the expire link option and none of them enable me to toggle on the expire link option.  (I am the account owner of this account and of the folder/files I’m trying to do this on)  

Hello, I am really in urgent need of support here. I am trying to work with clients and my team but I can’t add my colleagues to the team as they have previously held accounts. I tried the work around, but no success.Please help, I really need some customer service. 

I am the admin for our company account, and added a key user who knows his login, but cannot get his 2fa code from his auttenticator ever since his iphone got soaked and his phone got replaced.This seems to be a common occurrence, and i would appreciate guidance or help with this, thanks Admin

I am requesting your latest SOC2 Type 2 report for our annual audit of your platform.  Please advise on who I need to contact specifically to receive the reports.   I don’t see a Support or Sales Rep assigned to my account.  Thanks,Brian 

I have a box account that I want to add an email address to. It previously had its own account that I deleted but when I try to add the old email, it says the old email has an existing account (I checked and the account is already closed). Any assistance would be greatly appreciated.

I have an unpaid plan currently but want to be able to add collaborators as Preview Uploaders or one of the other levels where they can upload docs but not delete them. Will be Business level paid plan give me that option? 

How do I contact support. I don't see a phone number, chat or ticket system. Any help would be appreciated. Thanks.

Dear Box support, im the IT manager of ispace inc. company our domain registered is : https://ispace-us.app.box.com/  One of my colleague account related to the email : <personal information-redacted>  is not able to login to Box Account anymore and he never got access to it for a problem with a 2FA request that is done on his account and that is not sending any notifications on his correct authenticator app registered officially with his user ispace .   can you please RESET the account in order to disable the 2FA or to reset it again correctly with his authenticator app and his iphone work device .  Please to treat this request asap because it has become critical for the user to use BOX application for his duties in ispace company .   Best regards,    

When using a public link to share a file, Box.com generates a URL with '/s/' in it, and an expiration date can be set for the link. However, once the link expires, even the file owner may have difficulty recalling the original file. Is there a way to recover the original link from the expired address? I know we cannot generate the same link again, but I want to access the original file myself as an owner.

Hi support, I have files which I uploaded to box, but when i log into box it shows i have no files on my account. but when i open my old sharing links i can see that they are still accessible. i can see them but not download them, and instead of them saying i am the author it is saying “ a prior collaborator” and the owner is box admin. Can u fix this?

I’m trying to change from monthly to annual. When I search, it sends me to the user forum with links back to the user forum. It’s a loop. Is there any way to get support from Box? It doesn’t seem like it should be that difficult. Thanks

Trying to set up an SFTP service for our Box Environment.We’ve a dedicated account, but there’s no apparent options for setting it as an SFTP account, and the client (using Port 22) is unable to connect because the service is not available.We’re on Enterprise+.Nothing in Settings, Integration, or the User’s account settings apparent for enabling it.

I need to buy more capacity but it says a ticket needs to be submitted

I am trying to add two users that have accounts and I’m not able to due that they both have personal accounts. What needs to be done to add them to the enterprise account that has been created. Thank you

I need guidance/help in accessing files sent to me that don't seem to be available by clicking the link.