Support Forum

Hello!I was invited as an external collaborator and created a new account, but I received an "Invalid login information" message and could not log in.I tried deleting and recreating the account, but I was unable to create a new one.I was also unable to reactivate the first account I created.Could you please tell me how to log in to Box with the same email address?  

Hello, I just joined Box on the free plan and need to send an e-signature to a client - I understand that I have 5 per month as part of my plan. However I am getting an error message now that says “Box Sign signature requests is temporarily unavailable for certain users.”My questions are:How often does this happen? When can I expect this issue to be resolved? What is the lowest subscription tier that I can upgrade to now to avoid this issue?Thanks in advance!

Boxサポートチーム様 2 要素認証を設定したことがないのに、2 要素認証が有効になっているように見える問題が発生しています。ログインできないので、ここで質問することすらできません。そこで、質問するためだけにこの新しいアカウントを作成しました。元のアカウントを使用するにはどうすればいいですか?

We have difficulties in previewing files with .cr3 extension that are Raw files from Canons cameras. This makes time very difficult, because we have to download all the files to the computer so we can only view the file of interest later. It would be nice to organize this for an upcoming Box update.

Hello, We recently transferred a large amount of data from Google Drive over to Box. Many of these files were google docs and google sheets. When we try to use or open them now, they open either missing all contents or ask to download an excel version of the file. When opening that excel version, we receive an error message saying: “Excel cannot open the file '___________________' because the file format or file extension is not valid. Verify that the file has not been corrupted and that the file extension matches the format of the file.” Please help

When I try to sign up for an Enterprise account, I keep getting an error that requires verification. Not sure what that means, but I really need to sign up as it is blocking me from progressing with my current tasks. 

Posting on behalf of my coworker who cannot log in or send request to support. no matter what she tries, she cannot log in. she is blocked by a white screen. she has tried creating a new account, clearing cache/cookies/history, using different browsers. we’ve tried sharing a new folder for her to try to access but no matter what, Box is stuck on a white screen for her.  

I was trying to reply to another post of mine but I'm guessing since it was marked as "answered" that I can't. I changed the email address on my Box account but I seem to have created an issue with the email address on my support account.  I was able to add a new email to my Box account and make it the primary, but then when I went to check the support page I got logged in automatically but there are some actions I can't do because I keep getting told that that email is unverified. When I get an email to verify it, I get linked to a page that asks me to change my password but then I get an error message. How can I change my support email address? Do I have to make the support email a different email address because now the other addresses are already associated with my Box account? As of now I can't even do that.

I want to send a ticket to upgrade

I created an account using login with Google but I changed to to login by email. My email is connected to Outlook so I cannot login using Google. It's two different emails. What are my options?

I have spent the last hour installing and trying to login to Box Drive on my Windows 11 desktop. I click "login" it redirects me to Box.com in my browser like it says it will, I login and instead of redirecting back to my desktop app for drive, it just brings me to my box drive in my browser. I have uninstalled the program 3 times now and reinstalled it. I have installed Box Tools for windows as well. I'm having trouble understanding why this is such a difficult task or why I cannot just login to my account within the program for Box Drive I have downloaded. I really need to be able to use this as a drive on my computer, and not from a web browser. I'm almost ready to just find a different service for this.   Please help.

Have tried playing with notification settings in folders, in my account, and with favorites, but nothing I do tends to work or works for very long.  Not receiving Box notifications for folder uploads is impacting my work and my colleagues.

The old Authenticator app is stopping very soon I do have a new app.But no solution for how to transfer it to new Authenticator app.All other I could simple transfer by scanning QR code. PLEASE ADVISE ASAP!!

I cannot login to my account without this error “We found an issue with your accountGoing forward, Box will require that your Google account address matches your Box account address”But my box login and google will never be the same because it's two different emails. Please advise. I need access to my account ASAP

I have the same problem with my box account: Even though I have deleted many files and removed from trash but the storage is still showing almost full. Please help! thank you!

I have a mix of users connecting to Box via an IDP\SAML solution and with “native” Box credentials.  Is it possible to have mutiple “password policies”.  E.G., users connecting via an IDP\SAML solution like Okta would NOT be required to periodically reset their passwords (they would not actually be “entering” a Box username or password), while users logging in with Box usernames and passwords (not via IDP\SAML) would still be required to periodically change their passwords?

Good Afternoon,I have set up an account with Box, and  I am unable to access shared folders. I am sent an invitation, and when I click to accept the invite via email, I am brought to my home page, but the folders are not available. I am told everyone else has been able to connect without any issues. I have tried multiple times as well as they have.  I am not given any error messages.

Since the other day, I have been experiencing a problem where I cannot open BOX Drive from Explorer, even though it is installed.I have uninstalled the software several times, but this has not solved the problem.Is there any way to solve this problem?

After upgrading to a business account, I lost all of the folders and files. Please let me know where to find them back. Or Could you please let me know how long the data migration from your end will take?Thanks!

The BOX drive has suddenly stopped working since 02/Jun/2025.Other users can use it without any problems.The box drive is no longer available, but I can log in and view the contents of the files in my browser.I have uninstalled and reinstalled the BOX drive application and reset the Windows environment, but the BOX drive remains unopen.How can I make it work again?

Due to health reasons, I had no activity to my previous paid Box account and it got closed for lack of payment from my employer. I created a new account using the same email. The old account was closed within the year. How can I regain access to that account???

Hi support team,After I removed my original 2FA method (SMS), wanted to switch to APP/Email, both of the code I received show as invalid code in your system. And even the SMS method I was original use, turn out to be an invalid code. Might need some help to set up the 2FA for account security. Thanks.

Dear Box,  I am trying to upgrade my plan to the Personal Pro, however, I cannot process the payment.  After I entered all information, I received an error that I need additional verifications.Please advise on how to proceed.  Thank you, Anastasia

im unable to uninstall Box or install a newer version. I tried doing the Clean uninstall, I went into the Regit and all the hidden files listed, but I can't uninstall from the Windows 11 console because it expects this installer: Box.2.43.205.msiI can't install a new version because it says the old version can't be uninstalled. The posted instructions online for the clean uninstall do not help at all. I have tried a couple of times, and it is just a loop. If I could find some way to just get this old installer so I could work again it would be great  

I tried to save a file that was over the size limit. It wouldn't upload. And all files I tried to save after that one will not upload either. I found the file that was too big in my files app and deleted it. The smaller files still won't upload. I tried re-saving a small file, but it won't upload.