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Support Forum

Your go-to space to ask questions, share concerns, and get help with any support-related issues.

10000 Topics
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community-managerKnown Participant
asked in Support Forum
Need to unsubscribe from Box

I can't get a hold of support, I need to Terminate my free subscription

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community-managerKnown Participant
asked in Support Forum
I can log in to Box web, but not mobile (app) Box

I'm able to log in to Box.com (macOS/Safari), but I'm no longer able to log in to the Box iOS app. I have browsed through many forum posts and FAQs, but have not found an answer. I have uninstalled and re-installed the app (power-cycling iPhone in between). Can someone from Box support help?

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community-managerKnown Participant
asked in Support Forum
Unlimited account has hit max storage. How do I request more storage?

Hello, my team has the highest membership with unlimited storage but we have hit the max quota. Is there a way to add on more storage to our account? We have been cleaning up our files but we continue to run in to this issue. Thank you!

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community-managerKnown Participant
asked in Support Forum
File Size doubles everytime a file is update in Box

Hello Box Team, we are experiencing an issue in Box. We have an excel file in box that is updated weekly automatically and with every update the size of the file is almost doubled and there is very few information be added. The file started on March 14th at 463.44kb and by 4-19 the file has expanded to 8.26MB. The file is being update by BI.  

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community-managerKnown Participant
asked in Support Forum
How do I raise a case or contact an actual person from support

There are no options to contact support via the community and calls are automatically dropping

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community-managerKnown Participant
asked in Support Forum
Wrong Free storage

Hello I have an account with 50 GB and although I've alredy deleted a lot of files, Box still prevents me for uploading data.   My account ID is 178580184 I've readed an article explaining why may this can happend (https://support.box.com/hc/en-us/articles/360043695334-Storage-Usage-Or-File-Count-In-My-Account-Is-Incorrect) and I've also readed some posts saying that you can run some kind of script to solve this issue. Thank you in advance!

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community-managerKnown Participant
asked in Support Forum
Account size issues

Hi! I have 3 folders in my account. Their total size is 4.3+1.6+0.1=6 Gb But the main stat is showing 8.9 Gb Trash box is empty. Where are those 3 Gb? Thanks!  

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community-managerKnown Participant
asked in Support Forum
Email is already in use, not associated with our enterprise.

Looks like this is a common issue with several posts about it and no clear solution on most. Many of the items are marked as completed with a rep saying they will reach out. So I am simply posting this to have someone reach out so I can have my email joined with the enterprise account. 

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community-managerKnown Participant
asked in Support Forum
Transfer admin to someone new -- fails! 2024-05-28

Transfer admin to someone new -- fails! 2024-05-28.I can set up the transfer and when I click on the link in my email to complete the transfer it fails.Need to make <personal information redacted> the admin.    

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community-managerKnown Participant
asked in Support Forum
Computer Restarted while box drive was syncing and everything disappeared

I recently installed Box Drive and was in the process of syncing all my files when my computer unexpected restarted. Now all of those files appear to be gone from the box folder on my computer (~1/2 appear on the website), I get error messages every time I try and start box drive, and a mysterious .zip folder has appeared on my desktop that contains a bunch of text files, Data Base Files, and other various file types.  How can I recover my files and get box drive working correctly again? 

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community-managerKnown Participant
asked in Support Forum
I want to cancel my trial

I don't understand why voiceoverxtra is using this site to deliver videos I paid for.  I am not interested in paying twice by having to have a subscription to view my video.  Please do whatever needs to be done so that my trial is cancelled and I am not charged for a subscription.  Jeff Steitzer

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community-managerKnown Participant
asked in Support Forum
Files keep deleting on their own

We have a tower with our media files that are uploaded using Box Drive. Files are deleted on their own. We get Box update emails that User A has deleted the files but the user has replied that he hasn't. He opened a ticket with us.

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community-managerKnown Participant
asked in Support Forum
Upload file to box via file request link via API

Hello Everyone, We have a file request link and we want to upload a file into that link or want to get a folder ID from it using Box API. Can someone please help whether it is possible to upload a file to the file request link using an API? If yes, please guide how it can be done. The file request link looks like this: https://[company].app.box.com/f/[some-unique-random-number] Thanks Puneet

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community-managerKnown Participant
asked in Support Forum
Options to retrieve my data

Hi folks. I have a legacy unlimited storage account and I recently learned that in January '24, Box started monitoring and enforcing 1TiB/user/month bandwidth limitations. I currently have some 12 TiB of personal/business media backups that I would like to download from Box so that I can decide if the new limitations will work for me going forward. When I tried to download some of it I hit the limit and now must wait until the new calendar month to download more. I shudder at the thought of having to retrieve the rest of it over the course of a year! But it gets worse: if I use the bandwidth to download, I obviously lose my primary backup site as I won't have any bandwidth left to upload in the meantime (even if I trim my backup sizes way down). I hope there is some way to do this and/or to get a one-time exception so I can have all my backup data in my posession without waiting a year! Thanks for any help you can provide.

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community-managerKnown Participant
asked in Support Forum
Can't delete group_membership via API

After a lot of simultaneous user delete and group_membership delete operations, some group_memberships are stuck. In admin console, it shows that there are users in the group, but not showing them inside, also users are already deleted. If checking via API, they are shown in group/GROUP_ID/memberships endpoint, but attempting to delete them via DELETE on /group_memberships endpoint causes this error: {   "type": "error",   "status": 404,   "code": "not_found",   "context_info": {     "errors": [       {         "reason": "invalid_parameter",         "name": "group_tag_user",         "message": "Invalid value 'group_tag_user_36356814675'. 'group_tag_user' with value 'group_tag_user_36356814675' not found"       }     ]   },   "help_url": "http://developers.box.com/docs/#errors",   "message": "Not Found",   "request_id": "fdm4k5hpziqx9of5" }

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community-managerKnown Participant
asked in Support Forum
individual user accounts

Since I don't have a paid account, I'm directing this question here. I currently have ICloud and want to switch, but I need 2T and I don't think Box offers that for individuals or am I reading the "upgrades" options wrong? Is Box not a resource for individual accounts?   Thanks

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community-managerKnown Participant
asked in Support Forum
招待メールが届かない

別のユーザーにコラボレーション招待のメールが届きません。 ユーザーを新規に追加もしましたが、確認のメールが届かずログインできません。 再送もしてみましたがメールは届きませんでした。 最初にメールアドレスを間違えて登録してしまい確認メールが届かなかったことが有りました。 その後、正しいメールアドレスを登録しましたがダメでした。   確認した結果「メールが抑制リストの対象になっている」の対象になっている可能性があり連絡しました。 抑制リストに登録されているか確認していただけないでしょうか。   参考にしたサイト https://support.box.com/hc/ja/articles/360043696174-%E3%83%A1%E3%83%BC%E3%83%AB%E9%80%9A%E7%9F%A5%E3%81%AE%E5%95%8F%E9%A1%8C%E3%81%AB%E9%96%A2%E3%81%99%E3%82%8B%E3%83%88%E3%83%A9%E3%83%96%E3%83%AB%E3%82%B7%E3%83%A5%E3%83%BC%E3%83%86%E3%82%A3%E3%83%B3%E3%82%B0     I translated Japanese into English.Please check. The following is a question. Another user does not receive the collaboration invitation email. I added a new user, but I did not receive a confirmation email and cannot log in.I tried resubmitting but did not receive the email.I had registered the wrong email address the first time and did not receive the confirmation email.I then registered the correct email address, but to no avail. After checking, there is a possib

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community-managerKnown Participant
asked in Support Forum
Lost entire 2020 years files

I have lost my entire year 2020 files. I do not have a trash icon on the drop down menu. Please help as I have some historical pictures which cannot be duplicated.

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community-managerKnown Participant
asked in Support Forum
Box Sync

I need to know if we have to change from Box Sync to Box Drive.  I spent so much time on May 16th speaking with someone who "walked me through" setting up a request on line and here it is 12 days later and no one has responded.  HELP

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community-managerKnown Participant
asked in Support Forum
Can a co-admin create and share folders without content access?

We would like to give second-shift support personnel the ability to create folders and share them with existing managed users. However, we do NOT want them to be able to view existing content. Is this possible?

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community-managerKnown Participant
asked in Support Forum
Can't connect my Trial FTP to WINSCP

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community-managerKnown Participant
asked in Support Forum
Unable to upload the files, as the storage limit is reached even after deleting all the files.

Hi Box support, Box storage limit is reached. Deleted all the files, but still the available storage is zero. With this unable to upload the files into Box account, not able to use the Box account. Request to do the needful ASAP. Thanks, V.Vivek.  

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community-managerKnown Participant
asked in Support Forum
can't login BOX system

Hello there ! I'm Naruko Watanabe, an IT relationship assistant from Tokyo, Japan. One of my colleagues is not able to access the BOX system now. Could you please investigate the cause this problem ? Warm regards, Naruko

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community-managerKnown Participant
asked in Support Forum
Cancel Subscription

Hello. I signed up for a trial subscription last month and just received notification that my payment for the next month has been processed. I would like to move to a personal account that is less expensive or cancel my account. In the business admin section of my account, I see an option to cancel my subscription, but, the alert message says I will not be able to access my account after May 17, 2024. I've already paid for this month! Please confirm that if I cancel today, I will have access to files until June 17, 2024. And if there is an alternative to the $60 monthly business license for personal use. Thank you! 

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community-managerKnown Participant
asked in Support Forum
Recovering files from a deactivated school email

I have created a new box drive account to submitted this request because My school email was deactivated by school after graduating. I lost access to that email <personal information redacted> and box drive files. I need help with recovering those files and transferring them to new box drive account

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