Support Forum

I have a business plus account, which supports custom terms of service, but the help article says to contact your customer success manager. I have not yet been assigned or contacted by one. I have no option to contact support other than through posting on this forum.Please advise, and if possible, enable this feature for me. It is an essential part of our use case for Box. 

Users are getting an error for the netsuite integration when they try to sign in through the NetSuite box content tab:There was an issue with the Box SuiteApp. Please refresh and try again. If the problem persists contact your NetSuite Administrator

Dear Team: I accidentally deleted the my trash and cannot recover the files. Can you help me with undeleting a file? Please help! 

i neeed to reset/remove sso config

The office manager of our company has left the company and was the owner of our account. we need to change the ownership but don't know how to proceed since we can't login to the managers acount. She left on bad terms so we can't ask her to reassign the account. What do you need from us to make this change?

I tried to upload an 84KB file into a folder. It did not work, and the alert said "Account storage limit reached." I could upload that file into the root directory, which is great - but I could not move it into the folder I wanted. Also, the storage amount is wrong. It says "162.0 MB of 10.0 GB used" but I know it's more than that. It's not full, but it certainly is more than 162 MB.

Grettings, Would you please advise how we set box to allow login from only specific IP addresses? Thank you Inaba

Hello, My company recently switched over our company email domain and we're having technical issues getting our Box account shifted. Additionally, it's not letting me add new users because it's saying their account is already set up with Box, but the team members have confirmed with me that they deleted their accounts already.  Can someone please reach out to me to help me remedy? I've tried troubleshooting through every forum I can find and nothing has worked. 

Hi there, signed up to Box yesterday. 5x Enterprise seats.How do I contact support directly?  Every link or path I follow brings me back to community support.If I try to use the chat box, I get asked to set a meeting with the earliest slot being about 4 days in the future.While I am in my trial period I have a few queries I want to resolve quickly to ensure it's the right product for us.Many thanks

Hi, I'm trying to add an email address to my account, but I get the following error message every time: "There was an error while trying to add xx@xxxxxx.com to your account." This is a company account. Could that be the problem? How do I fix this?

Our team uses Box.com to share files with clients who are not a part of our membership. As of this morning, clients have noted that they now require a sign in to view the assets we are sharing (typically photos and videos). They can still download these assets, but being able to view without downloading is a critical function for them.  We have checked and noted that this is not the fault of the permissions of our shared links as links that worked previously without issue now prompt the client to sign in. Is there a workaround? Is this a temporary bug or by design? Thanks.  

I would like to register a new colleague's account to use BOX for work,I can't use it because I didn't receive a confirmation email. I'm having trouble because I didn't receive the email even if I resend it.I'm sorry to bother you, but please support me.0

I recently changed number and now unable to access my account.Can I to reset the phone number or remove the 2-factor authentication requirement? And there is no back up code Thanks.    

Hello, I recently migrated phones and have lost access to the Authenticator App associated with my account. Could you please advise on the best way to proceed? Thank you.

Hello, Could you please help me ensure that Box collaborators are not able to see each other? Also, how can I schedule a walkthrough with Box support of how to add people / upload files / manage permissions?   Thank you!

Hi, I am reaching out on behalf of my organization. Our company was acquired and I cant seem to locate any of the files that we had uploaded on the box. I need help recovering my office files. Please help. 

I am trying to upload folders containing files to box since I cannot have two box apps on my computer. When I upload the folder on box, it just uploads an empty folder without the files. Please help because I do not want to lose my files that I thought is uploaded when it is not

Hello, I have an account (created with my work email), but when IT services tried to add me to the company account, it didn't work. How can add my account to my company's domain? Thanks

Hello, An intended managed user already had a personal account setup via their work address. Sent the invitation as a managed user, but now they can't login to Box at all. Continuously prompted with "invalid captcha. please try again". Tried different browsers, I disabled 2FA requirement (for both managed and external), disabled 'require strong passwords for collaborators', etc. Any ideas? Thank you

I am subscribed to the Business Plus plan.I would like to set restrictions on global IP addresses, but from what I have researched, it seems the only way to do this is by issuing a ticket through this support form and requesting the settings from support.Is there any other way to set IP address restrictions?Since I use this for business purposes, mistakes in the settings are not acceptable, and due to the time difference between Japan and support (West Coast?),it is absolutely necessary to avoid any situation where access is unavailable for several days. If there is a flexible way to set IP address restrictions other than contacting support through the form, please let me know.

Hello, Is there a way to send multiple templates to a recipient (in one email) or do we have to send each template separately? We have several templates and would prefer to keep them separate. This way, if any updates are needed, we can update individual templates without having to combine them into one PDF and revise the fillable fields for the entire packet. 

On my Mac (14.6.1) Box stopped responding. I removed app and reinstalled two times. When I launch, it says I have installed and old version over a new version and that I should send logs and open support case. I sent logs. How do I open a support case?

We have several apps in our environment that we need to delete. We have disabled them for now but for some reason we can't delete them. Please provide instructions on how we can move forward with the deletion.

Hi Support,  I cannot get my IBM box folder files indexed under my Windows 11.  Can you help ?  Kind regards,  Philippe

I have two users that when trying to open files using Box Edit the website indicates the file is opening but Box Edit never downloads and opens the file.  We are forced to exit Box Edit and relaunch it, then it will work for a while, but it will stop working again a day or two later. We have cleared the local Box Edit Cache and uninstalled/reinstalled Box Edit but the problem has continued.  Any other things we can try to resolve this issue?