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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

10000 Topics
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community-managerKnown Participant
asked in Support Forum
How user rate limits are applied when using JWT Application (service account) and the 'as-user'

Hi!I would know how the throttling/rate limit on a user basis is applied when you use a JWT application (service account) to act on behalf of another user by leveraging the as-user header.The limit is applied to... The service account itself Or the impersonated user (as-user) And if I create another service account, the user based limit is reset for this new account?

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community-managerKnown Participant
asked in Support Forum
Need assistance configuring Public sharing links for specific files

We are requiring to share a small number of files publicly via link. These files need to be accessible to the public via link. we should also be able to update the file but retain the same link. 

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community-managerKnown Participant
asked in Support Forum
Searching Tags - Files not showing when searching a tag

Hi, I'm having trouble with a tagged item, when I search for it using the search bar, the files don't appear. Could you please look into this issue? Thank you.

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community-managerKnown Participant
asked in Support Forum
Issue with Creating Tags for Uploaded Files Using Box API

Hello Box Support Team, I am experiencing an issue with creating tags for files using the Box API. I have successfully uploaded files, but the tags are not being applied as expected. Below are the details of the issue: Issue Description: The file is uploaded successfully using the Box API. Despite setting up and passing the parameters for tags, the tags are not being created for the uploaded files. Steps Taken: I have followed the documentation to set up and pass the parameters for tags. The file upload process completes without errors. Code Snippet: Here is a snippet of the code I am using for uploading the file and setting tags: Could you please assist in identifying why the tags are not being created? Using .NetUsing NodeJs

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community-managerKnown Participant
asked in Support Forum
Disappearing files

This file disappeared. Can you find it?\ https://aacs.box.com/s/liu44ru3pox8er0209sgqhp8k3ojqi0z

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community-managerKnown Participant
asked in Support Forum
Folder with 200 files inside shows as 0 Files one level up

Multiple folders showing this status error

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community-managerKnown Participant
asked in Support Forum
Trying to find account owner information based on Client ID

There is an app that I've come into maintenance of that uses Box.com for OAuth 2.0 authorization. No one wrote down what account this auth app is under and I can't figure out who/what/where. Is there some place in the UI or API I can plug in the Client ID and get back ownership information for the app? Going to the Auth Page just says "Log In to Grant Access to Box" which doesn't say anything about who or what I'm authorizing. Thanks in advance.

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community-managerKnown Participant
asked in Support Forum
SOC 2 Type II report

Hello, I need a copy of Box's SOC 2 Type II report as part of our annual vendor management process.  

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community-managerKnown Participant
asked in Support Forum
two-step verification

Hi My name is Tiger. I registered box for my customer, and I set the two-step verification. They strongly recommended to set up through Microsoft Authenticator, but I didn't do that by accident.  So i would like to delete the two-step verification, and I want to set uo again in a right way.( I don' t have the back-up code)

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community-managerKnown Participant
asked in Support Forum
trouble uploading large google sheet file

I am trying to upload a large financial model in google sheets to my box account and it keeps failing. Can anyone in support help?

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community-managerKnown Participant
asked in Support Forum
“Terrible Support and Unreliable Service – Not Worth the Price”

I’ve been using Box with an Enterprise Plus subscription, paying over €1600 annually, and the support has been nothing short of terrible. For over a month, I’ve been dealing with issues related to upload limitations and a failed migration of 13TB of data. Despite repeated attempts to get help, I’ve been bounced between multiple support agents with no resolution.The biggest frustration is the rate limitation placed on my account. Even after upgrading to a higher plan, I was told the issue would be resolved by a certain date, but it wasn’t. Every time I try to get help, I’m asked to provide logs and captures, and even after doing so, nothing gets fixed. The response time is slow, and it feels like they’re more interested in passing the problem around than actually solving it.If you rely on Box for your business, be prepared for serious delays and poor support. I expected much more from a premium service, but the experience has been a nightmare. I’ll be looking for alternatives that offer

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community-managerKnown Participant
asked in Support Forum
What happens if I use up all the API calls?

let's say we're in Business plan and we use up all 50k api calls. What happens after then? Does box charge additional fee per api call over 50k or it just returns error? secondly, how long would it take to upgrade plans? (we don't want api to hang up in case of using up all the quota)

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community-managerKnown Participant
asked in Support Forum
Problema ao pagar

Ocorreu um erro ao processar sua solicitação. É necessário fornecer mais verificações em sua conta. Envie um tíquete em support.box.com.

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community-managerKnown Participant
asked in Support Forum
Space not reclaimed after emptying trash

Hi I have deleted files and emptied trash but this is not reflected in the amount consumed. Please can you run the script to resolve this issue? Currently my box shows 13gb used of 15gb. Thanks

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community-managerKnown Participant
asked in Support Forum
Unable to manually Add a User: Email already in use in a Box Account but not associated with an enterprise.

Hello, I would like to add a user with an existing personal account to our business plus account. Unable to manually Add a User: Email already in use in a Box Account but not associated with an enterprise. Thank you very much in advance for your support! Best regards - Jan

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community-managerKnown Participant
asked in Support Forum
Box Hub

Is there a way to add web links in the Hub.  We want to access the project management app we have outside of box via the hub (and other apps and websites etc,)?

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community-managerKnown Participant
asked in Support Forum
Delete the account does not free up the emails

I tried to link my second email but the message said it's used in another account.   I found that account and delete the account, but the email is not freed up.     Are there ways to free up the emails which was used in another account, so I could use the email to add to my main account?

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community-managerKnown Participant
asked in Support Forum
Am a Box Admin but can't view content management module

Hi there, I've been configured by the account owner of my company to be a Box admin for our team. I have access to the admin panel, but when I click into the Content module, to view the various Folders and Archives, there's nothing there.Was supposed to provide access to myself and new joiners on certain folders - since some previous admins have left the org. For eg. I was to check a number of items in our Marketing folder, but had to get someone already with access to that folder to 'invite me'. No matter what I try I seem unable to get past the stage of even accessing Content Management, even though my profile is an Admin.Anyone can help? I've written to Box - even through Linkedin and not gotten a response for understanding how to resolve this. Appreciate it.

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community-managerKnown Participant
asked in Support Forum
Taking Box Sync off old computer by logging out?

I posted this question a few days ago and did not receive a response, so want to ensure that this question is seen:  I am transitioning from an old computer to a new one, and want to ensure that my Box account is no longer linked to the old computer. Is it enough to log out of Box on the old computer's Box Sync application, or do I need to uninstall / do something else?  (Apologies for the urgency)

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community-managerKnown Participant
asked in Support Forum
Renaming files issue

Hello, I'm having an issue where anytime I rename a file in Box online. I am then unable to open the file on my computer. The only workaround to this is downloading the file then reuploading my new version. Is there a fix here that I'm missing? Thanks

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community-managerKnown Participant
asked in Support Forum
My boss cannot log in because he cannot get the 2-step verification code.

My boss can't log in to his box with his Email address and password because he is asked for a 6 digit authentication code. He doesn't remember setting up 2-step verification for his box account, so he doesn't have Authenticator set up on his phone. Nor does he receive the 6-digit authenticator code on his mobile social networking sites or in his email. Is there any way to reset his account?

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community-managerKnown Participant
asked in Support Forum
I can't log in or delete files on Box Drive (macOs)

When I try to log in it shows this error: Box Drive failed to initialize with macOS. Please relaunch the application to resolve the issue. If the problem persists, please contact Box Support to further troubleshoot.when I try to delete the files it just stays loading and says "moving "file name" to Trash" and never deletes it.I already deleted the box application and tried to delete the files but it doesn't work, I also reinstalled Box Drive

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community-managerKnown Participant
asked in Support Forum
Adding a new user but says they are part of another Enterprise

I checked all the other posts with a similar problem but nothing works.

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community-managerKnown Participant
asked in Support Forum
External User Permissions

If an external user is invited to view a project folder, can the external user see a list of other collaborators for that folder? We would like to invite an external user to a specific folder and prevent them from seeing who else has been given access to that same folder. Is this possible?

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community-managerKnown Participant
asked in Support Forum
Error parsing input model

getting :" 400:Error parsing input model" error while trying to run metadata query using box node sdk.from and ancestor folder is correct.   const options = {     query: 'var1 = :arg1 AND var2 = :arg2',     query_params: {       arg1: val1,       arg2: val2,     },     order_by: [       {         field_key: 'eidvar1,         direction: 'asc',       },     ],     fields: ['id', 'name'],   }; this is the options field

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