Support Forum

I need the most recent SOC report, not sure who our account manager is. We never use them.I need it ASAP. Thank you! Ryan

Created a new user but they are not receiving the confirmation email.It was initially rejected because Box was provisioned through OKTA and Box account was created before 365 inbox was fully provisioned.Tried resending the email after email was fully provisioned and tested but it seems like it’s not being sent.Need help with this please.

How do I inform users who already have access to the folder that I created a document in this folder and want them to update it?  I would rather not create a link - this is simply to let them know that the document is ready for them to start updating.... In this particular situations I had a power point document and an excel document - what is the best way to draw attention to the documents or to invite user who already have access to folder to collaborate on specific documents?   Thank you

Hi all I want to search on multiple parameters of the same files. Eg. “Part of file name” &”file.type” / “325” & “.stp” Does anyone how this can be accomplished in Box? 

Hi Team,I hope you’re doing well.I’m reaching out regarding an issue accessing a file that was shared with us via Box by our partner. Currently, I’m unable to open or view the file.Both our internal IT support team and the partner’s IT team have reviewed the issue, and neither side has identified a problem within their respective systems. They have advised that we raise a ticket for further investigation.Could you please assist in looking into this issue?If any additional information is required (e.g., screenshots, error messages), I would be happy to provide it.Thank you in advance for your support. <removed link> RegardsSuyeon <removed personal information>

I have accidentally deleted some folders and files while I am moving my files from Box to OneDrive, please help me in restoring them. Thanks in advance.

Hi all. Wanted to know if anyone else is experiencing this issue. I’m using MacOS Sequoia (Intel and M chip machines) When I select multiple files in a folder so I can move them to another folder, the “more options” menu disappears. Thus, I can’t move files in mass, I have to move them 1 at a time. I’ve tried on firefox, safari, duckduckgo, and chrome. Same problemon each browser. Anyone else with this issue? Assuming BOX needs to update their browser app. It’s a painn to move files one at a time. Let me know if you guys have experienced this. Thanks.

Is anyone else having a hard time with this new Box update? When I go to move documents to different folders, it doesnt tell me which folder my folder is in (if that makes sense - I have multiple folders with the same name within other folders) unless I click into it. And then when I eventually do find the correct folder, it doesnt list all of the sub-folders, only the first handful. So if the folder i’m looking for isn’t the first X amount, I can’t move it

I recently "upgraded" my corporate plan, but only my number of users increased, not my storage.  How do I add additional storage?

Hello,2 things:I accidentally signed up for a yearly plan rather than a monthly plan - can I get help swapping this? We are just looking to POC that an approach works for us. I thought that the Monthly option was selected but I was wrong. I upgraded, but I am not able to add additional members - it says I am at 1/1 seats despite having upgraded. If I attempt to add a new member it suggests upcharging and adding more yearly seats.Thanks

For the past two weeks we have not been receiving email notifications form Box when tasks are assigned or completed. We checked with our email provider and no Box emails are being blocked or filtered. 

Hello. I created my account via Google and now when I try to set a password, I get an error message telling me one cannot be set. I cannot access a folder shared with me unless I have a password that meets the sharer's standards. Please help. I'm stuck without being able to set a password.

Hello! Right now, any email notifications or reminders associated with a Sign request created from a ready-sign link come from my company email address. We'd like to be able to change this so that, for example, emails related to HR forms come from "humanresources@mydomain.com". Is this possible? Thank you!

A week or two ago, something changed and it’s really annoying our company. We’re suddenly unable to get Box to remember our sorting order on the web interface. It’s currently defaulting to newest file first. We want it alphabetical. so, we click the name column header, and after a slight delay, it sorts in reverse. We must then click it a second time, wait for a slight delay, and then the directories are sorted A to Z. However, when we close the browser and come back, it defaults to date sort again. We’ve cleared our caches, and the problem persists. The documentation states, “When you define a sorting order in your Files window, Box applies that sorting order as the default sorting order in all your Box windows.” This is not the case anymore. Another also new annoyance, when clicking the New button, and selecting Folder, you must now click on the box to get focus to the modal window. Then you can begin typing the name of the directory you want. Additionally, pressing

I have tried resetting my password multiple times and am not receiving the email. It is not in my spam folder either. Please advise. 

Hello Box usersI have a some photos in my box storage. I am using a Android Mobile app. I would like to see photo tiles instead of just the thumbnails with the file names. This is something similar to what Google Photos or Mega storage does. Is there any way I can do that through the current mobile app. I know Box Storage is more of a cloud storage faclity that a phot viewer and hence not the same as Google Photos. Any FOSS or third party app that connects to my Box login and shows the photos in a tiled manner rather than just thumbnails?

I've been having an issue where my PC was running slowly with massive lag and system hangs to the point of being almost unusable, and the culprit is the Box Drive File System. The memory use is sitting at about 4GB/s when I check in task manager. I have coworkers using the desktop app and none of them have this problem - it only uses about 20-30MB/s on their systems. Have tried clearing cached files and reinstalling Box Drive but nothing seems to help.

会社メアドを使って個人で利用(ビジネスプラン) 　↓ 全社でBOX導入(Enterprise Plus) 　↓ 個人利用していたビジネスプランが解約できていない【今ココ】 利用を停止の方法を教えてください。

Thank you for your help.   The width of the file name display field in box drive always starts narrow at startup, making it difficult to understand long file or folder names. Is there any solution to this problem?   In normal Windows Explorer, it remembers the width of the file name display column, so there is no need to manually widen the file name column every time it is started.   The OS is windows 10 pro and the machine is hp Elite Dragonfly.  

I want to register a new email address, but I can't receive a confirmation email at the new email address. Do you know if the following addresses are on the suppression list?E-mail Address: <personal information redacted>

I work in construction creating pointclouds of buildings.  The files I work with and share with my coworkers remotely are made up of sometimes thousands of individual files; they range in size from a few bytes up to double digit GB.  Is there a way to have concurrent uploads going through the desktop uploader?  My issue is that when it hits one of the GB sized files all of the little ones need to wait their turn, which I believe is going to add literal hours to my upload times (rural home office, no fiber 😞).  I think it can be done with the web-based uploads, but I’ve had bad experiences in the past with files not uploading properly, and that’s just not an option with the number of files I’m working with.  Thanks to anyone that can help, and apologies if this is a repeat question, I looked for an answer to no avail.

I co-own the folders and the files show up for a split second, then they disappear. These files were uploaded by a Collaborator from another org with Editor access. I’d like to be able to see the files and open them.

For some reason, the file I am using doesnt save automatically to the Box but saves locally..how can I reverse this please?

When opening a PDF on my computer, I'm able to open the file and make edits, but when hitting save, it prompts me to choose a location instead of automatically saving back to the same file location. 

Eventually I’ll get used to having to go to the top-left of the preview screen to close a document. I’ll even get used to the new icons, but can we please have the parent folder visible in move/copy dialogue box? We use a folder structure that is repeated when for every new project/product. If you used the search feature in the move/copy dialogue box each result would be shown with its parent folder below it. With this gone in the new modernised look, there’s no way to distinguish each of the folders that appear. Please bring it back!