Support Forum

I had college email account that i used to login to box.com. However, recently my college email got permanently deleted by the institution. How do i recover those files from that account? I cant login to box.com with account because it asks for password reset by emailing that account. And that account no longer exists because the university deleted the account

Hello! I need to add a user to my account but am getting the error associated with adding a user who has an existing account. Can you please help? Thanks!

Hello, I have gone to access a folder and it is completely missing. I can’t see it in the trash folder, I have searched and there is no trace of it. 

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I have verified that if a user follows a certain path to a directory they see different contents than other users.  Example: Looking for a customer folder.  Same level of access.  One person sees it, someone else does not.Happend both locally and via cloud.  Question - Is there a way to clear local cache? (If it is related)Question - Is there a true hierarchy to folder structure or can it be forced?

wie kan mijn help want mijn box vraag om een onderesteuningsaanvraag waar kan ik het vind 

what the title says...I am just trying to upgrade my personal account to allow for more storage and it says I need further verification. It says to contact drop box support, but then it only leads me to this forum rather than a real employee… 

Environment: macOS 27.0.1 (build 26A434), Apple Silicon. Box Drive 2.54.172 at first, then 2.55.132 after a clean reinstall. No proxy.Symptom: The browser login works and the redirect back to boxdrive://oauth2_redirect arrives with the matching state. Box Drive’s call to POST https://api.box.com/oauth2/token then fails with {'error': 'pkce_verification_failed'}. The app shows UNKNOWN_OAUTH_FAILURE and goes back to the login screen.How often: Every attempt (9 in total, Oct 13–19), including the first one after a fresh launch. Tried with Safari and Chrome.Already tried:Reset with Box’s own uninstall_box_drive script Fresh install of 2.55.132 from e3.boxcdn.net (signed and notarized) Allowed Box Helper in Login ItemsRequest IDs:0b6ad7cc9bc66f9fa5779d14e12af226a: 2026-10-19 12:55:54 IST, v2.55.132 1500093265dc46580cc1b816db9536c42: 2026-10-19 12:02:10 IST, v2.54.172 068b66bfe2f2365a28ee5e8f0e67bd1a1: 2026-10-13 19:09:13 IST, v2.54.172

I am attempting to upgrade my account to a business plan and am getting the following error:There was an error processing your request.Your account needs further verification, please submit a ticket at support.box.com. I am unable to find anywhere to submit a ticket.  Any advice? 

Hi, our account isn’t allowing further uploads. It’s saying our storage limit has been reached but we are on a business account and I thought storage was unlimited.

Hi, My primary email on my box account has been deleted and is inaccessible. I added another personal email to that account but in order to do so, it needs to verify with the old primary email that can no longer be opened. Can box delete the primary email for me and use the new personal email as the primary email instead?  Thanks!

Hello, Each time I try to upload a file to Box, I get an Error “Network error” message. I have tried several options to troubleshoot, including using different browsers, clearing all cache, restarting my computer and confirming file names are appropriate. Please assist in resolving this thank you!

I tried to follow the steps on this page (https://support.box.com/hc/en-us/articles/ [removed by moderator] -Updating-your-Credit-Card-Information) to update my credit card info but keep receiving error. Emailed billing [at] box [dot] com but no response (Case #3641826 and #3643559). The system is sending email to chase the outstanding.When i tried sign-in to create a ticket at https://support.box.com/, it always redirect me back to https://app.box.com/folder/0 .I am willing to resolve this as soon as possible but I definitely need the help from Box team.

Dear Box Support Team,Thank you for your continued support.Our staff previously contacted your support team regarding the transfer of administrator privileges. In response, we received guidance indicating the following:Due to the resignation of the current administrator, the transfer of administrator privileges requires a new ticket to be submitted directly by the person who will become the new administrator, using the email address of a managed user within the relevant Box environment.In light of this, I, Toshio Yamaguchi, the individual who will become the new administrator, am submitting this request myself via this email.An employee who previously held administrator privileges at our company has resigned, and I (Toshio Yamaguchi, email address: <removed personal information>) would like to request the transfer of administrator privileges to myself.I apologize for the inconvenience, but could you please advise on any information required to proceed with this transfer? Please n

Hello, I am trying to update my Box Drive on my PC however it asks for “Box.2.55.140.msi” which is not on my PC.  Please send the link to that file so I can uninstall and reinstall.

I have a couple pending sign request what I wanted to check today and when I navigated to that page I got a pop up which says it’s not available for me. What can be the reason and how to solve it?  

Hi would you be able to provide me Box’s latest SOC report(s)?

He presentado en varias ocasiones problemas con Box Drive y el explorador de archivos. Hay algún problema relacionado con eso o alguna solución?Principalmente ocurre, que el explorador deja de responder o se cierra al abrir varias carpetas de Box o copiar/mover documentos entre carpetas de Box.

We lost all of the files in a particular folder back in May? It has been a few months, is it too late to try and retrieve them? Thank you, D

Aさんがエクセルファイル1を編集しています。あとからBさんもエクセルファイル1を編集しはじめました。どちらが「正」なのか検証にムダな時間が掛かります。 先に編集を始めたAさんに編集の優先権を付与し、後から開いたBさんは読み取り専用の制限を掛ける機能はありますか？

Hello Box Community and Support Team,I previously posted about this issue but have not received a response. As it is affecting our ongoing business operations, I would greatly appreciate any assistance, especially from the Box Support Team.Background: My permission for a specific Box folder was changed from Editor to Owner so that I could invite other users. After the change, I attempted to invite another user, but Box displayed an error. When we attempted to change my permission back to Editor, I unexpectedly lost access to the folder. My account no longer appears in the folder's collaborator list. The current folder Owner is another employee within the same organization. Even when the current Owner directly attempts to re-invite me as an Editor, Box displays the following error: "An error occurred while processing your request. Please try inviting the collaborator again."Important Additional Information: The current Owner and I belong to the same company and organization.

We have a new collaborator who is not receiving your email confirmation. We suspect it is on your Suppression List, can you please advise how best to fix this issue? We have checked all spam filters and confirmed other collaborators are receiving emails correctly.

I put too much stuff in my box storage in windows local app. Then I went in the Web interface and deleted lot of stuff but the box drive size won’t diminish and I can’t load anything anymore….

Hello Box Community and Moderators,I urgently need help recovering access to my personal Box account, which I have used for many years.Until October 28, 2026, everything worked normally.Suddenly, Box started requesting a physical USB security key that I have never owned or knowingly registered.I have a Box passkey saved on my iPhone, but even after Face ID authentication, Box still requests a USB security key.The same problem occurs on Windows and on my iPhone.Previously, I received verification codes by email. That option is no longer available.I have a free personal account containing years of extremely important work documents.I opened several support cases, but received automated responses saying direct technical support is unavailable for free accounts.I am posting here using a different account because I cannot access the original one.Could a Box moderator please help escalate my account recovery request and arrange an MFA reset after verifying my identity?I can provide my existi

Box says an update is available but every time I attempt to update it says it failed. I have sent logs 15 times and there is no longer an option to open a support case. I am on a Windows 11. This needs fixed or I and thousands of others will move to another service.