Support Forum

Hello,I just used box mobile app to record an hour long interview. I hit save after the interview and now am unable to find it in the box folder. Is there any way to recover this audio?

I just signed up with 3 user Business Account, and I am the only one user but 3 of 3 seats are used and cannot add any user.  and even Managed User tab, there is only one user which is myself.... But goes insight tab, it shows 2 seats remain and 1 managed user.  How can I solve this?

Box drive doesn't sync 294 files. Status files in Box drive is in progress but nothing happens. 

​@community-manager ​- I cannot add/change my email address on my account. It gives me the error: “Oops — that person already has a Box account”even though I deleted the account associated with that email. What do I do? I NEED to change the email on my box account to this other email because the one currently on my account I lost access to.  

How can I permanently Delete my account and not wait for the 120 days? I need my email address to be on boarded onto our corporate Box account.Thank you 

We have a new managed user on our account, they are from our company, but none of the admins or co-admins added them. How can these be added to our account without one of us adding them. I am getting this notification and they are in the list of users in box. I am deleting them because they are not authorized since this is a closed system.

Dear Team， When I open PDF files in the Box web client, the prompt shown in the screenshot often pops up. How can I prevent this prompt from appearing?

Is there a way to create a .pdf document that is uploaded to box, and a user would open this document and this document would have URL links to folders within Box.  With folder permissions setup for the user who is clicking the URL to one of the clicked URL’s folder.  It looks like at the Box preview it doesnt allow you to URL click.  In simple terms I would like to do this “I would like to know is it possible to create a document that has URLS that connect to other folders within my box tenant, or within my folder structure?”

I’ve logged on today to the Box and my master folders containing hundreds of gigabytes worth of video content are missing. The file pathways are still there on my desktop version of the Box but when I right click view on Box.com it says “Oops! We can't seem to find the page you're looking for.” I can’t check file history as the master folder itself has been deleted and I can’t find any of the folders in the bin. Could you please let me know how I can resolve this?

Dear Team, My colleague asked me why she doesn't have the Sign app in her Box web application, while my account does. Both of our account types are Enterprise Plus Governance.Do you know what's going on? How can I enable Sign for her account?

So I found that the only way to enable Dark Mode for Box in a Chrome Browser is to go into Chrome Settings, search for “dark”, and change it to “Enabled”. Interesting enough, mine was set to “Default” which reads its setting from the OS.  As my OS is in dark mode, most websites could tell that I wanted dark mode, but not Box.  I think the Box devs may be checking for this wrong.  In fact I’m not even sure how they are doing this.  There is a CSS check that does this for dark OS’s with chrome at “Default” and/or “Enabled”:@media (prefers-color-scheme: dark) { /* Styles for dark mode */  } I was surprised that nobody has asked about this.  Anyway, hope my tip above helps someone get dark mode working, and I hope this message can get to the Box devs.

Hi! Can you share steps on how to receive a copy of the SOC 2 report for our Vendor Management team’s review? We’re currently using a free account, but looking to move to a paid plan. I tried to check with Box Support, but was directed to Community Support for help. Thank you!

Hello I am trying to search the contents of all my files for a specific term but the Box search is only searching folder names and file names, and not searching within the content of the files themselves. This is a critical part of my workflow and one of the main items I need if I switch my company over to Box from OneDrive. Is there a setting I am missing?

I’m trying to add a new email address and set it as the new default, but I’m unable to add any new email addresses. I keep getting “There was an error while trying to add ___ to your account.” (I removed my email address from the message.)

How do i change my email address? I've looked everywhere and it does not give me the option to change primary email;

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

What shall I say for this matter? Good try? Again?? 

We have been receiving emails as shown below that includes a phishing links. How can we report this without needing to login? Can we report it via email? 

The old Authenticator app is stopping very soon I do have a new app.But no solution for how to transfer it to new Authenticator app.All other I could simple transfer by scanning QR code. PLEASE ADVISE ASAP!!

I have used three different browsers and still do not have an “upload” option for my files. A screenshot of the interface is attached. Only option is “download” even though I have been granted permission to edit and upload. 

I deleted a large folder several times from the Box Drive app, and it does not appear in the browser version, but will not disappear from my list of main-level folders in Box Drive. It has a red dot with (I think) an exclamation mark in it. Trying to reduce the size of my list of folders.

Colleague added me as a co-owner to the folder.My collaboration setting is set to auto accept.I did not receive any collaboration email. Not filtered by spam.

When I try to upgrade my plan it shows like belowAn error occurred while processing your request.Your account requires further verification. Please submit a support ticket at support.box.com.

I am having trouble changing my email address.Since my company email address has been updated, I would like to change it to the new one. I followed the instructions in the link below, but it did not work.I am the administrator myself.[https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box](https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box)> *How an admin can change a user’s email address*> → When I try, I get a tooltip saying: *“To change your primary email address, please go to your account settings on box.com.”* and I cannot proceed.When I tried to link the new email address from **Account Settings > Account**, I received the following error:> *You cannot use an email address from an unverified domain as a secondary email address. Please ask your admin to verify the domain, or contact Box Support for assistance.*

Hello, I have provided a link in my esignature and selected “people with the link” can open and view; however, a customer advised that the link is not opening and they are being prompted to either Login or Sign up for a fee. Can someone please advise why this is happening and how to fix the issue? Belo is a screenshot of my current settings for the link: