Support Forum

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.

The directions on how to set up two factor authentication includes going to account settings.  I don't have that option. How do I take care of this?

keep in this screen …  

Good morning,We are unable to load more files for our work. I’ve deleted some files but i still can’t upload files.How many files do I need to delete to start being able to upload?

Hello team,I am currently unable to send any Box Sign signature requests and am seeing the following error banner:"Please note that the ability to send Box Sign signature requests is temporarily unavailable for certain users (you are, however, still able to receive and sign documents). We apologize for any inconvenience." Troubleshooting already done: Cleared browser cache/cookies. Tried accessing Box via an Incognito window and a different browser. Tried logging in with a different email account. Tried connecting via a VPN to rule out network issues. Checked status.box.com (no active incidents reported). Could you please investigate if this is a known system issue affecting my region/account?

Signed up for Box and was told multiple times that there is not a limit on storage other than individual downloads. Now I’m not done uploading my initial data and it says that we’ve exceeded our account limit. I’m not understanding how this is unlimited data or what my limitations are.

We use the Box for Oracle NetSuite integration and want to automate how vendor bill PDFs get into Box.  Today, our AP team receives invoices in a shared inbox, enters each bill in NetSuite, and manually saves the PDF to a Box folder created for that vendor bill and named with its NetSuite transaction ID (screenshot attached). We're evaluating ZoneCapture, an AP automation tool that runs in NetSuite and would save each processed invoice PDF to a folder in the NetSuite File Cabinet. We'd like each PDF to then land in its vendor bill's Box folder without manual steps, if possible.  Is there a way to automate this process or run it in bulk? What is your preferred or recommended approach? We're open to any option, such as SFTP, the Box API, email upload, or something built into the SuiteApp, and would value your view on which is simplest and most reliable.  For context, we've processed over 9,000 vendor bills across about 229 active vendors so far this year. Volume has grown from roughly

As a business critical enterprise platform fast support is sometimes needed. Being able to speak with a live person is everything. Online chat with the first support tier, or submitting a ticket that goes into the ether... neither of these give us admins a warm & fuzzy. Even Paypal, that nefarious platform, offers a callback experience. Amazon does, EBay does... Microsoft... countless others. Box is a large investment and should step up to provide more direct support options for enterprise customers.

I am trying to remove a collaborator from a file or subfolder, but receive a message saying if I continue that collaborator will be removed from the parent folder.  I don't want to remove from the parent folder, just the subfolder or file.  How do I do that?

Hello Box Support Team,We are evaluating security controls for our Box Enterprise environment.We would like to restrict access for managed users so that Box can only be accessed from our company's approved public IP addresses or CIDR ranges.Could you please confirm:Whether IP Allowlisting is available for our current Box Enterprise subscription. Whether it can be enabled for all managed users in our enterprise. How we should submit and maintain our approved IP ranges. Whether the restriction applies to web access, Box Drive, mobile apps, and API integrations.We would also appreciate any documentation or setup instructions.Thank you.

Whenever I attempt to open a Google file (Docs, Sheets, Slides, etc.) directly through the Box desktop app, I encounter an error stating, "Can't access your Google Account." I am only able to view and edit these documents if I log into Box through Google Chrome on the web, which disrupts my workflow because I have to re-authenticate constantly instead of opening them natively from the desktop client. To troubleshoot, I confirmed that my Box and Google accounts use the same email address, and I've enabled all cookies in my Google browser settings. Since the web version works but the desktop app consistently fails to connect, I would appreciate guidance on whether this is a default browser-routing issue or whether specific cache-clearing steps are required to re-authorize the integration properly. Thank you!

Since the phone number for two-step verification is the old phone number, could you tell me how to change it to the new phone number?

Hello Box Support,I’m trying to upgrade my account to Box Business Plus for three users, but checkout shows this error:“There was an error processing your request. Your account needs further verification, please submit a ticket at support.box.com.”Could you please review my account and let me know what verification is needed so I can complete the purchase?I’ve attached a screenshot of the error. Please let me know if you need any additional information.<removed personal information>