Support Forum

Hi, we have a team collaborating on a document. It's anticipated to go through many review rounds, so I'd like to mark comments as resolved for reference in the Activity tab as they are addressed (not delete them entirely). However, I'm not seeing an option. Can someone advise on how to do this?

When I opern box, I get an error message that 11 files couldn't be uploaded. This isn't a real problem because the files, uploaded by others, are there. How can I get box to stop sending this annoying error message to me?

I just received an email from Box saying that the number of Box licenses is insufficient.So, when I logged in with the admin account and checked, 12 licenses were being used.Since the purchase was for 5 licenses, this means it is exceeding by 7 licenses.It seems that the account I created for free was automatically changed to a company-managed user.Once those accounts were deleted, the number of licenses returned to 5, so the problem was resolved.However, it is unclear why the free account was automatically set as managed.The admin account has domain management capabilities, but the automatic registration setting is disabled.There were also accounts within the same group that were not managed.The fact that I suddenly received a message from the box suggests that it was something changed recently, but all the accounts I deleted were created quite some time ago.Since the cause is unknown, I wanted to consult with you as there is a

Hi, I dumped a ton of files into my box drive from my camera, putting them into subfolders organized by date.  And that's fine.  My camera is set to save a jpg and an nef for each picture.  What I'd like to do is search all of the subfolders for jpg files, copy all of them into a single new folder and rename if t the file exists.  On windows, I could just run Agent Ransack, search for *.jpg, select all, copy, and paste and let windows rename the files.  If I search my box drive though, I get a timeout (plus it takes a long time because of network overhead compared to locally). I can search for jpgs in the web, but I have to keep scrolling down the page to get more results, which is worse. I thought there might be something available in apps that would automate this process, but had no idea of what would work best. My files are all in boxdrive\CameraBackup\YYYY-MM-DD (4 digit year, 2 digit month, 2 digit date) and I want to copy them into boxdrive\CameraJP

Every time I rename a file (no matter what type) it will not reopen. I get the thing to click to supposedly fix this but it still will not work.

I use Box for Mac and have to periodically download random files within the Box folder structure in finder- and frequently run out of space on my machine and would like a way to automatically remove all downloads within the Box folders on my Mac *without* having to log out and lose all my shortcuts- is this possible? Manually hunting down the files I’ve downloaded is so time consuming and logging out is the nuclear option I’d prefer not to have to resort to.

I believe this will require "running a script" on my account. I rely on my box account to share review files with clients, so it is very challenging when I clear out space regularly only to be denied uploads due to the inaccuracy of the reflected storage. Is there a more permanent fix for this available?  Thanks. -Gino

Receive this error message, “Email already used in a Box account but not associated with an enterprise.” The user deleted their account as well and we do not know how to add him to our enterprise. 

How can I get the count of files in a folder? I am not a developer and don’t write code.

Although the Excel file exists, when I try to open it, the message ‘The page you are looking for cannot be found’ is displayed 

I suddenly lost access to a Box folder which was shared with me even though the permissions were not changed. When it was shared again with me, I again lost access to it randomly a couple weeks later. I verified that the folder was being shared with my correct email address, and that the sharing permissions were indefinite (no expiration date). Still, the problem keeps happening. 

please re-send confirmation email to [removed by moderator]

After an Upgrade from Windows 10 to Windows 11 the BOX drive was moved. I am using BOX DriveNormal position for all BOX files is: C:\Users\me_the_user\Box After Windows 11 was installed it ended up in: C:\Users\me_the_user\OneDrive - THE COMPANY I WORK NAME INTERNATIONAL, INC\BOX Is there an easy fix to get things back as it always has been? C:\Users\me_the_user\Box Thank you, Best regards, Marcel Fox

I have written a long text on box (on word online), is there any chance to recover older versions of the text, because i have deleted my text by accident. Box says it has only saved two versions, but both are empty. is there any chance to recover older versions? i would appreciate any help, thank you!

ゴミ箱からのデータの復元が、一部のデータしか復元されていない。 謝って削除されたデータをゴミ箱から復元操作しました。122GB中、48GB程度しか戻っておりません。早急に復元したいです。  Restoring data from the Recycle Bin only partially restores the dataI restored some accidentally deleted data from the Recycle Bin.Only about 48GB of the 122GB has been returned.I would like to restore the data as soon as possible.

Trying to work with a new company. They've sent me files to cold on and require an authenticator for it to work.But the authenticator system is not seeming to work - what am I doing wrong?Authenticator App - doesn't give me any actual apps to use.Email authentication - it says my user email is invalidSMS authentication - tells me my phone number is not validI'm losing my mind...

How can I get a new QR code to set up the authenticator app for Box? I set up my Box account probably several years ago, it was not used, phone was lost. I cannot provide the 6-digit code when it is requested during login and I do not know how to re-create it in the authenticator app.  

I am unable to add an external user- please send instructions.Chris adams

My hard drive space is dwindling and as far as I can tell there is no way either through the desktop or browser to see all folders marked for offline use in one place.  Using MacOS.

Hi, i’m not able to add a mobile phone for dual factor authentication. Is there a link I can use to set this up? Thank you!

How do I search for a file name with a certain word in a folder ?  I want to locate files with a certain word.  I know the file exists, but the search results are empty !

Most of my admin panel in box is showing errors and i can’t add new users. How do i get in contact with support for … support ? 

Hi there,I’m writing on behalf of my colleague, Bav, who is currently locked out of his Box account.He uses Box regularly to send and receive files from clients, but is unable to log in after changing his phone number. The account has 2FA enabled, and verification codes are still being sent to his previous number, which he no longer has access to.Because of this, he’s also unable to submit a support ticket himself, as that requires logging into the account.The email address associated with the Box account is the same one Bav normally uses, but I’m contacting you on his behalf as he is fully locked out.Could you please advise on how we can restore access to his account?Thank you for your help,

Hi there,I am missing a file that is used regularly. It is not the trash and cannot be located through search. I looked in my internet history and can see the file because we update with Microsoft Excel on the Web and when I attempt to open it - “Box opens and says file cannot be found”Please help.

Hello Box Support Team,We are experiencing an issue with the Box Desktop application on macOS.The “Copy Shared Link” function does not work properly.When we select Copy → Open Link, it opens a page showing an error message such as “This file has been deleted” or similar, even though the file still exists and is accessible from the Box web interface.This issue is occurring for multiple users within our organization, not just a single account.The affected users are using different operating systems, but the same problem is reproducible.Please note that our application language is Japanese, so the exact menu or feature names may differ slightly from the English UI.Could you please advise on the cause of this issue or any possible workaround?Thank you for your support. Reported at December 12, 2025, 11:20 JST.