Support Forum

Dear Box Billing Team,I hope you are doing well.I am writing to request a refund for a payment that was processed incorrectly on November 30, 2025, for my Box account B01784919.The amount of $622.80 was charged by mistake, and I did not intend to renew or authorize this payment.Please kindly review my account and process a refund to my original payment method.I have attached the invoice for your reference.Thank you very much for your assistance, and please let me know if you need any further information.Best regards,

I need to request the following in a support ticket, but have no option for to submit a support ticket:   ask for your personal account to be moved into NYC SBS instance as managed user admin deletes and transfers that personal account content into her current managed user instance   HELP!

Is there a way to display number metadata with fixed decimal places and with commas in #,###.## format?

Hello, I want to make it to where there is a single folder which one of my divisions can share files external to others.  I believe folder sharing is disabled for external users at the global level.  How do I re-enable folder sharing at the global level? Do I have a way to make an “account” and allow that account to share external regardless of global security? Can I isolate the sharing to external users to one folder, which is not a part of the rest of my job files?Thank you! 

We are currently building the following mechanism using a Box Relay workflow. When the File Request feature is used within a specific folder, a notification is triggered. The notification recipients are two parties: myself and a group email address (paid account). Ideal stateNotifications should be sent to both the group email address and my personal email address.Current situation The notification is sent only to my personal email address and not to the group email address. After checking with our internal system administrator, it appears that the notification is not reaching our mail server. The email is not in the spam folder and the group address is not registered on any blocklist. We are unsure how to resolve this issue and would appreciate your guidance on how to fix it.

I just got a new macbook running OS 15.6 (Seqeuoia) and the box sync app won’t start. A blank window briefly pops up (likely the login window) but then the app quits. I used it on my previous laptop (though with an older OS).Has anyone else experienced this or have any ideas?

I am using an iPad Pro 4th gen, iOS 26.1On my iPad, I cannot connect to www.box.com using the “Connect to Server” feature on the Files app. I get the message “There was a problem connecting to the Server. Socket is not connected”.In spite of this, I can connect to Box.com using the Box app and Safari browser. I prefer to access Box through the Files app so I can move files around within this app from “On my iPad” to a Box server connection. I already reinstalled and rebooted everything.

Hi everyone,I am currently using Box.com to share documents with a client, and they are experiencing an issue. When the client requests a password update, they are not receiving the email with the reset link. They have already checked their inbox, spam/junk folder, and other folders, but the email does not appear anywhere.Could you please advise on how to resolve this issue? Any guidance would be greatly appreciated.Thank you for your help!Best,Val

Dear Box Support Team,I am experiencing an issue accessing my Box account due to two-factor authentication.During a recent phone update, the authentication app I used for 2FA was removed from my device, and I can no longer generate verification codes.Because of this, I am currently unable to log in to my account.Could you please assist me with resetting or disabling the existing two-factor authentication method, or provide an alternative way to regain access?If needed, I can provide any additional information or identity verification.Thank you in advance for your help.Kind regards

I have been accessing Box via the app on my Mac computer using the finder. Some of them have just disappeared and I can see a red exclaimation mark on some of the folders too. I have logged in via the web and I also can’t see them there either. I haven’t removed them and I want to find out how to find them again. Can you help please? Many thanks! 

Hi there! I have a Box AI Agent created to answer HR questions.  I have a Box Hub with our public HR documents.  I only want my users to use this HR Agent with this HR Hub with no other options available to the user. How can I configure that?

We would like to know how to remove the license. We would like to reduce the number of managed licenses from 4 to 3. Previously I asked the same request, I sent e-mail to your representative and you complete the process for reducing 1 license. We have made the same contact before and have received no response or correspondence whatsoever. I would appreciate an immediate response. Please let me know what I should do for it now.Thank you.

Hi, I have 2fa enabled on my Box account.  I recently switched phones and lost access to my authenticator app. Is it possible to reset the 2fa on my Box account? Thanks!

Hello,I lost my mobile phone used to receive two-step verification codes and cannot log in.I would like to request that two-step verification be disabled.

I’m on Mac OS X v12.7.6 (last Monterey version), and have tried this on the most recent versions of both Chrome and Firefox.Box Sync shows “Error Syncing 1 File...”. It’s not important to me that the file is backed up to my Box, so I’d like to exclude it from syncing. As best I can tell, I should be able to right-click on the file in my “Box Sync” folder on my computer and select a relevant option, however no Box-related actions come up when I right-click. I’ve scoured what I can find in Help and Support resources but I don’t find any solutions.(I have seen that there should be a “Lock” option, it is not there. But as an idle question, if I could “Block” the file, would that result in ignoring the file during the sync process?) Please don’t point me to the standard “recommended actions for error sync” troubleshooting instructions (se

I am trying to add a new user to our Box tenant but every time I have tried to add them I receive an error stating that their "Email already used in a Box account but not associated with an enterprise."Per a previous post, we can hit "Save" and proceed. However, when I select "Save" I then receive the error "Cannot add new users. Please try again." We have 1 license left for use so I don’t believe it is a licensing issue. Please assist

Working on files and all of a sudden the folder I was working in just disappeared! It's not in trash; this is several weeks of work!!!!

BOXの招待メール、確認メールが届かない事象が2件発生しています。11月上旬に外部ユーザー宛にBOX内の特定のフォルダの招待メールを送信したが届いておらず、確認したところ外部ユーザーのメールアドレス側で社外メールが受信拒否となっていたたため、解除しました。解除後、対象フォルダの外部ユーザー一覧にて「保留中」となっていたため「再招待」を実施したが下記事象が発生しました。-----------------------1件目：再招待を行ったところ招待メールは届いたが、メールアドレスの確認メールが受信できない。 2件目：再招待を行ったが、招待メールが届かなかった。「保留中」を一度削除し、再度新規招待を行ったが、招待メールが届かない状況。----------------------- 下記既に確認済みです。・初回の招待時にメールアドレスが存在していなかったため、管理者画面の「抑制リスト」を確認したが、対象のアドレスはありませんでした。・対象アドレスの迷惑メールボックスにも招待メールは届いていませんでした。・対象アドレス側で、社外アドレスのメール送受信テスト実施済ですが、問題ありませんでした。・メールアドレスに誤りがないことを確認済みです。・下記サイトは確認済みです。

I am trying to setup 2-step verification with the next action but it can not work.Click “Set up” at 2-Step Verification on Account Settings Clich “Next” at Set Up 2-Step Verification Then I see 3 vertical bars on the window at Step 1 instead of QR code which should be shown on the window.I re-stared my PC but no change. I tried the same with my Mac but no change. (same situation)I would very much appreciated it if someone could give me any suggestions to fix this problem.

I have unlimited storage and we own all the folders.External users upload files to us. We can no longer upload because the 10gig limit has been reached.  What is causing this error?

An employee at an external supplier has left the company. How can its user rights be disabled best ? He may have access fot various BOX-folders.

I previously subscribed to the Personal Pro $10 plan some time ago. Recently, as my storage was full, I decided to upgrade. During the process, I was shown the Starter $5 plan, which clearly stated “All Personal Pro Features, plus”, and listed benefits such as 100GB storage and 2GB file upload limit. However, after completing the purchase, my account storage did not increase to 200GB as expected, and the additional features also do not seem to reflect what was stated.Could anyone help please clarify:Why my storage did not reflect the upgraded total capacity?If the Starter plan includes all Personal Pro features, why are those features not added to my account?Does the Starter plan add on top of Personal Pro, or does it replace the existing plan?How exactly should the storage and features be calculated based on these plan descriptions?

I’d like to use the Box for Microsoft Office (Desktop). How can I solve this?microsoft365: business standardbox account: individual  

I’ve a user with the error mail already used in a Box account but not associated with an enterprise when I try to add them manually in the admin portal. I have tried what Box tech not says to select save a second time and the user will be saved. This is not working for this account I just a get continuous bouncing icon: <image removed; personal information redacted> 

We are receiving the following e-mails:This file violates your organization's SSN Check policy for containing Social Security numbersIs says for the admin to review these but we can’t seem to find them.  Going to Governance → Content Security → SSN Check → Action → View Quarantine Files just returns a msg “Oops, we can’t find the page you’re looking for” and returns to Content. Does this function work or is there something wrong? Thanks, Jason