Support Forum

I transferred my Box from Company A to Company B by making my email from Company B a co-owner. However, I forgot to delete my email from Company A. As of today I no longer have access to Company A Box, and I am getting errors in sharing links because they request the password of Company A. I believe that deleting my email from Company A (the owner) and making my email from company B (co-owner) the single owner would solve that. However, I cannot make that change because the option is greyed out. What should I do?

Hope someone can help.  1. There was a problem completing your request. Pleases try again -->This has been happening over one week.  It has happened when deleting a folder or file.  2. We’re sorry, the preview didn’t load. Please refresh the page -->This has been happening over one week as well.  It has happened when reviewing a file. (file still can be uploaded)  Can someone please help?  Thank you!

When I tried to enter my profile I realized that only one file of all the ones I had is kept, I had at least 2 GB of information that has disappeared, how can I recover it? I have searched in the trash but it does not appear, also, before it had a capacity of 50 GB and now it tells me that the capacity is 10 GB. They have modified something that has caused my files to be lost!

We are getting the following error message when trying to view box content on netsuite records including sales orders customers etc. :  "There was an issue with the Box SuiteApp. Please refresh the page and try again. If the problem persists, contact your NetSuite Administrator." I have followed all the steps for the suite app set up, I have associated my individual employee record and ID with box and boxes ID with Netsuite and it is still not working so we are not able to use BOX yet.   Thank you,   

My box sign template is working great, but I didn't pay attention to the order in which I added fields. Now pressing enter in the first field takes me to the next field I added, which is way down the page. Is there a way to change tab order of fields, without starting over and being more careful about the order in which I add fields?

Hi, I wanted to check with you in Free version why upload only option grayed out while sharing folder. Is it available only in Paid Version?

can you please reset the settings, though after deleting the old files the space shows full. 

I've got a box link about the VISA (DS2019) document from the university, and I didn't have a box account so I've created an account. However, after creating the account, I can't access the provided link. Could you check whether my account is approved or not?

I created a Box account using Gmail SSO, and now cannot change the password to a stronger password, because there is not a current password to change. Suggestions?

Is there a way to view .cr3 Photos on box without downloading?

I am missing 2 EPS files from Box. I've checked the trash folders in Box for all users and on users' computer trash bins, but they are nowhere to be found. The last I saw them was Oct 2, but I came back from vacation a few days ago, and they appeared in the folder for a split second before vanishing completely. Is there a way to access a backup of the folder in question?

I have installed box application pointint a custom local folder on a server, which in turn is shared over local network with another computer. Despite everyone's rights to write to the folder where box files are located, users accessing the box folder from the network cannot make any modifications. Similar setup with Google Drive or Ice Drive seems to be working fine. How can I fix this? See: https://youtu.be/AfmkLbn7MJ8

Hello - please assist! One very important document suddrenly disappeared. It is not a file that has a collaborator, nor can it be located in trash or any other (current) location. This exact document was available for on the mobile app for a split second then quickly disappeared from view. I have no idea what is going on, but the file is missing - and it was not due to me (or anyone else) deleting it.  Please assist. Thank you, Anita 

Hi,    Can you help me to set up a password? I created my account using google login and now, I need to set up a password but the system doesn't allow me. Thank you and looking forward for this fix. =) Best, Ana

I am able to log in to app.box.com and see the spreadsheet but when I click on google sheets it takes me to a login page using my google email which is different from the email that I initially used to log in. When I enter my google email and password it takes me right back to the same place to log in with my google email again. I can't get past this area to access the spreadsheet for editing. Could someone please help me with this problem?

Apparently, you have a script to "repair" this long standing problem. Please run your magic script for account "Amanda Jones" I have experienced this issue for years on "Personal Pro" subscription as well a free accounts.  Your "We are working on it" story seems like a fable.   How can Box help? Box Support is able to run a script for specific end-users’ accounts as an attempt to fix the data inaccuracy issues around user storage size, folder size, and item counts. Please note that this script is run manually and as a one time courtesy.  Subsequent requests for this script to be run are approved on a case by case basis. While the issue may be fixed, we are unable to guarantee that the account will not be affected by the issue again - particularly for users with massive amounts of content.    If you'd like to request this script to be run, please contact Box Support

How do i delete classifications from my files?  How do I prevent them from being classified? when i click on classify I see 2 options sensitive or confidential but not none.  Some of my files have no classification.  I cannot figure out how to remove a classification once it has been applied.  I would like to change some of my files so they have no classification but i cannot figure out how.  

I've been a paying customer for 10+ years. I cannot upload anything and cannot get any help. No phone number. Chat seems to be disabled, tried on numerous browsers. This is very frustrating. 

I've created a few efficient work flow processes that work as expected when I initiate the activity (drop a file in a designated folder). When anyone else on my team initiates the same activity by dropping a file in the same designated fodler, the auto email notification lists me as the person initiating the activity rather than the person who did. How do I get the work flow to identify the correct person initiating the activity?

Hi, I logged in with name.surname@welocalize.com instead of v-name.surname@welocalize.com Can you change it for me or delete my account so I can create a new one with the right address?

I am currently experiencing the same exact issue in this support forum. Your assistance on this issue is greatly appreciated!  Thanks - Felix Vargas  https://support.box.com/hc/en-us/community/posts/6531522620435-Unable-to-delete-or-transfer-user-files-

I have two contact emails I sent invites to for specific BOX folders for a project. They both received "SIGN ON ERROR" with the following message: Single sign-on authentication was unsuccessful (reference #YXHIDHCR). Wondering if it's an issue with their email address as their status within BOX is "Pending Permissions". Would be firewall related?

Hi Patrick,   Welcome to the Box Community, I'm happy to help!  I've ran the script that will recount all of the files and how much storage is being used in your account, so you should now see the correct storage size available in your Box. Sometimes Box caches previous file counts and storage amounts causing a data inconsistency. This is a known issue as discussed in this article and is a long term project for our engineering team to tackle.  Feel free to write back in if you have any questions for me!  Best regards, Hi guys it's happening again. Could you please free up my space again. Thanks for your time.

Hello A user is facing this error message while trying to open the file using "Microsoft Excel-Open this file on the desktop" on Box online. Same error on both Chrome and Safari. Online Excel edit is working as intended. User is able to access the file using macOS BOX application.The Mac device is running Ventura. Things I have already tried: Reinstalling BOX tools. Disable and re-enable extension on Safari. Check for updates. Deleting Box edit folder form User Library files. Any suggestions would be appreciated.

Hi - I currently have an individual account, however the company i work for has a paid account. I unsynced some folders which I had access to but now I no longer have access online. Also people no longer have access on their desktop.  Erin