Support Forum

My registered email provider is no longer in service, so I can't receive the password reset link. Since my password has expired, I'm locked out. Can you help me log in with my old password or update my email address to a new one?

We have a free user that needs to collaborate with a Box enterprise Box folder, but has 2FA enabled on his account when it was disabled recently by Support themselves. It seems to have automatically re-enabled itself. Can you please help remove 2FA on this account? The previous support case where 2FA was disabled is #3464643

What is the simplest way to transfer files from Google Drive to Box? I see a lot of third party options. Is there a feature in Box to do this or do I need to download everything and then upload to Box...that seems like a ton of extra work

Hi, my Box account was linked to my old work address which doesn’t exist anymore. Since it seems that Box can’t reset an email address and there is no way to get my files anymore, I want to delete that account but not sure how to do that when I can’t access the account. I also don’t want to keep paying for an account I can no longer use. So how can I delete that account?

Tried to install current Box update and it failed.  I had my Box logs sent.  Please advise.  Thanks. 

I have created a folder on Box.com and invited internal team members to access, upload documents, etc. I have taken subsequent steps to “share” the folder with my internal team members. My team members have informed me that when they log into their Box.com accounts they do not see the folder I have shared with them. Any assistance/suggestions would be greatly appreciated.

We currently don’t have any Admins. They were deleted when they left our organisation.I need to add some users and also change log in details of existing users.Can you tell me how I can do this please - and so that I can become Admin?I am not very tech savvy so simple answers please?Have tried to find out how to contact Box directly. (Raise a ‘ticket’) but I am going round in circles and maybe can’t do this as we have a free account??Any support welcomeThank you 

I downloaded Box Drive on my Mac and every time I try to log in, it takes me to the web page which then takes me back to the drive again to try and log in. I can access my account on the web page but can't seem to get the drive to work on my Mac. I already tried to uninstall then install the drive again and it didn't help. 

I originally had a personal Box account and then intergrated it with my previous employer business account and now I have left the business and trying to get the default email changed back to my personal email address. How can I do this? I sent email to my previous employee who informed me to reach out to The Box. Can Anyone assist? Thanking you in anticipation. Ps I don’t have access to previous email so please email to <personal information removed>

Hello - We have had a user delete a number of files and are wondering if there are any backups that we may be able to restore from.Thank You.

I am not a Box customer but need to report a malicious PDF file being used as part of a phishing attack. I have the URL of the box file available, but there is no option to report the file. Please tell me how to proceed to report it to your abuse team.

I have an issue with the Netsuite integration. I get this error, SERVICE AUTHENTICATION ERROR,  when trying to create a folder on a tranaction. I can see this has been raised previously with no comments or resolution. Can anyone assist?

Hi for some reason my desktop app for box.com is not syncing with my browser version Also my colleague is sharing files that i would have typically seen and now they are not been shared.  I cannot find solutions on the box nor can I find a dirrect support email to contact to help . This is extremely frustating as I am spending time trying to sort this out that i dont have. Have tried resetting the computer and reinstalled the box app still hasnt resolved the isssue please help regards Gillian 

Hello, I have a mac that is old and will no longer update (10.15.7) When I try to download Box Tools to print out in Word it tells me I need to update but the mac is too old to update. Is there a work around? Can I download an older version of Box? 

One folder, ann within a sub folder, just won't go. I can't delete it.I've tried everything I can think of;folder isn't shared anymore. Just me, as an owner, can acces the folder Installing an automatic action (deleting on a spesific date)I keep on getting the same message “there is a problem with deleting the folder, try again’. Think there is a bug or something like that… HELPIs there an Admin way to fix this?

I am Japanese and not very proficient in English.I was using BoxCLI on Windows 10, but I have migrated to Windows 11 (*1).I installed BoxCLI version 4.5.0 (*2).The BoxCLI command results in an error (*3).There is no issue with the path setting on Windows 11.Could you please let me know the cause?*1: Enterprise 23H2*2: A window appears saying "The image file c:\Program Files (x86)@boxcli\client\bin\node.exe is a valid file, but it is for a computer type other than the current computer."*3: box-v4.5.0-arm64.exeThank you for your help.

Hello, I have a mac that is old and will no longer update. I need an older version of Box to be able to utilize the Box Tools. How do I download an older verson please?

How do i change my email address? I've looked everywhere and it does not give me the option to change primary email;

Download icon is greyed out in Box app & no other option to allow download. I get this error message: Certain settings may not be available for this item due to permissions. Where can I change those permissions???I use box to share files that need to worked locally. I have been a customer for almost 20 year, never had a issue until a couple of weeks ago. Please help! 

Regarding two-factor authentication:After selecting the Authentication App, scanning the QR code to set it up, and pasting the 6-digit token, an error appeared stating that generating the backup code failed (Developer Tools showed a 400 Bad Request error).Currently, the settings appear to be working correctly on the configuration screen, but attempting to delete this two-factor authentication setup also results in a 400 error. Attempting to generate the backup code yields the same result.Additionally, when attempting to generate a public/private key pair via the developer console, an error message briefly appeared stating “Two-factor authentication is required,” immediately redirecting to `https://app.box.com/login/mfa?redirectUrl=/developers/console/app/2500631/configuration&from=dev_console`.In other words, it seems the two-step verification is likely not properly configured internally. However, since there is no way to obtain backup codes, I cannot

I have 2 separate and distinct organizations using Box and I am struggling as to how to set up the 2nd instance so I can see the files in Explorer. At this point in time I can see only the first instance that I set up. I am an admin on both accounts. Is this possible?If so I need step by step how to do this in a Windows environment. Thanks!

I want to create a Hub, but it’s not in my left-hand menu.  When I visit https://app.box.com/hubs I can only see this.  I’m admin, so don’t understand why I wouldn’t have Creation rights. 

I am trying to use Relay to move different files to different folders simultaneously by using the multi-file support for manual start workflows, allowing us to select multiple items and route them together or individually within the workflow to various folders in Box. Has anyone tried this use case with Box Relay?  Can someone at Box let me know?  would love to schedule a call to review our use case in detail.  Many thanks! 

Once I’m finished editing a file, I close it. I want to rename the file. I cannot because Box thinks I’m still editing the file even though I already closed it. Trying to open and re-close the file just results in duplicates of my own profile showing as actively editing the file, even though I have closed it multiple times. How do I end those sessions?

I need to submit an urgent ticket with support to restore files how can I do that.