Support Forum

I don't have a Cell Phone so I'm trying to use Email for the 2-Step Verification.  I click Email and Continue to have a code sent to my Box.com Email Address.  I get the code and enter the code and then receive "The email you selected is invalid".  I wasn't prompted for an email so I assume it's using the same email I used to log into Box.com.   Can this be corrected so that I can use Email as a 2-Step Verification?  Repeat, I DO NOT HAVE a Cell Phone.

Someone accidentally deleted one of the folders, and I am getting the following errors."The folder tree is still being deleted. Restore will be available once the delete operation is complete. Please try again later."It has been around 6 hours with this error. Can you please help.

Hello,  a collegue of mines is trying to have access and today (for the very first time) she's been prompted to put a code from the authentication app but she never set up a authenticator app.  I'm administrator can I do something to solve it? Tx

When we share a folder with an external user, we directly get a email notification that the person accepted the invatation to the folder, even if he/ she did not even see or opened the email let alone accepted the invitation.   When the person accpeted the request, we get the same email notification again.   Hope someone can help us with this.  

I can't connect to boxdrive, I keep getting the following screen, tried reinstalling it but it doesn't connect properly, and tried resetting boxdrive but it doesn't connect properly as well, what should I do?

I don't receive a notification email only when a specific person uploads a file. If someone else makes an update, you will be notified correctly. The difference between the settings of a specific person and other members appears to be in the content.  

I have a file that I need deleted from a folder. This folder is not shared with any other users and the file is not opened on any other computers or mine, but Box will not let me delete it because it is saying that it is being edited with Box Office for Web.  I have already tried rebooting my computer and closing all windows and apps.I also can't figure out how to submit a ticket for this!

I had a paid account. My sister added my email as a collaborator to her Box.com files/folders, and everything was fine...I was able to view, share and download files there. Then last November, my paid account was shut down (my credit card changed and i never updated it).  I was told to create a new account (I used the same email address that I had before).  However, I am still unable to access the folders that my sister shared with me. For one thing, she says I dont need to have a paid account to access her shared folders. But regardless, I set up a new paid account (again, using same email as before), but Box.com says it 'cant find those pages'.   - see attached screenshots.  Please advise.  I had stopped using this app as it was a pain in the neck, and here I am again, having issues trying to use it.   Thanks.

Hi, I'm having difficulties accepting a collaboration invite from outside of my organization. From my end, I have received the invitation email, but when I click on it I do not see any notification or option to accept the invite. On the inviter's side, they see me as "pending" on their list.  I've already tried clearing my cache, restarting my browser and other common troubleshooting activities. The person who sent the invite has already resent twice. Please advise on how to resolve this, thanks!

External user tried to create a free account but got a message that she had already had one account that she did not know.  She tried to reset password but no email was sent to her.  How can this be resolved?

My login is using my Gmail credentials to log me in, but I need to setup a password for Box Sync. When I go into my profile and try and add a password, I get an error message.   Help?

HOW TO ROTATE AN IMAGE OR PDF INSIDE OF BOX?I don't know why this is so hard to find an answer to - SURELY I am not the only one who opens up a downloaded PDF to find an page or an image sideways or upside down.....why isn't there a ROTATE BUTTON inside of BOX?   Am I missing something obvious? 

For the past 2 days, I’ve been getting, “Apologies, we were unable to load this page.Please refresh the page or try again later.”Tried different browsers, same error - I can’t delete employees or find content…..

I tried to add a free account to Enterprise for the same company that had created a free account earlier, and performed the “Add User” within the “Managed Users” tab, but the addition is not done correctly.According to the csv file added within   Box > Box Reports > Bulk User Data Errors    in the Admin, “Email: existing login” appears in the error column for the user in question. The user is correctly notified of the invitation, but when she clicks “Accept Invitation” from the email, the “Join Company” window does not appear and she logs into her personal account as usual.I have tried to “Accept Invitation” again after having the logout implemented, and I have tried deleting the cookie and going back to it, but there is no change in the situation. I am not sure what the problem is. フリーアカウントを先に作成していた同じ会社のアカウントをEnterpriseに追加しようとして「管理対象ユーザー」タブ内の「ユーザーの追加」を実施したが、追加が正しく行われません。管理者のBox > Box Reports > Bulk User Data Errors 内に追加されたcsvファイルによると、当該ユーザーのエラー欄に「メール：既存のログイン」と出てきます。 ユーザー側に

Hello,I am trying to use Box with my android phone. I installed the app, and logged in normally. However, when I close the app and re-open the app, I have to log in using username and password again. I have to repeat this process all the time.Is there a way to fix this? This issue seems to defeat the purpose of having the box app on my mobile device.

I’m unable to install Box on my Mac; seems like several Mac users were having the same issue for months. What is the Operating System running on your machine? OS X El Capitan Version 10.11.6   Would you be able to provide me the screenshot of the error message? Find below. May you please check if Box Drive is actually installed? Is it not. Thanks in advance! 

I was invited to share a file but the redirection failed with the message “redirection failed this file does not exist”. I’ve never had this issue before. Any suggestions?

Multiple users in our organization are having these issues: It appears your Netsuite account is not linked to your Box instance. Would you like to associate your Netsuite account with your Box account? This process will transfer your Box User ID to Netsuite.  Clicked Ok and There was an issue with the Box SuiteApp. Please refresh and try again. If the problem persists contact your NetSuite Administrator.I am our NetSuite administrator and have tried all the troubleshooting I can find in these forums. Nothing is working! How do I create a help ticket to speak with someone directly? 

I am using Box to collaborate on video editing for a charity. They send me videos, I edit the videos and send them back. I have a paid account (personal) so that I can upload larger files.I’ve set up two folders and invited the charity to them with Editor permissions. I want them to be able to drop their raw video into one of the folders for me to download, and then vice-versa in the other folder. I assumed that the 5GB file limit from my account plan would apply to all uploads to the folders but they are telling me that they have a 250MB file limit.is there a way to set this up without needing two paid plans?

I have a folder with different credentialed owner. I set myself, an Admin, as co-owner in online Admin > Content I can briefly use Box Drive on MacOS to move, delete, rename files, but eventually things stop working. Renames don’t take, files that are moved are pulled back to their original location, etc.I go back online to Admin > Content and see my permission on the folder has reverted to Viewer Uploaded. I switch back to Co-Owner and can work for a few more minutes, Until it reverts again.Unsustainable workflow! Please advise.

Hello, I have a Box Individual Free Plan. My storage is almost empty (2.6 gb used) but it says that I use 34.8 gb. (I emptied the trash few days ago but it didn't change anything) Can you help? Thank you  

There is no help whatsoever here if you need a refund or need to downgrade. It is awful.

Hello,I noticed a folder with several files had disappeared from Box. The files are not in the trash and don't show up in search. The previous admin of the area has left the company recently, and she set me as the new admin. However, I didn't receive any notification about the change of my status, and today I noticed I can't see these files. They are a few Excel files with important data. Can I please regain them somehow?Many thanks, Lina

Hi team, I cannot access a file in box folder that was shared with me. the owner of the file has left IBM last week. So the account might have got de-activated. Could you help here to access this file as we need it weekly for reporting. https://ibm.ent.box.com/file/1244820938544?v=PLG-GA-reportsfile name - PLG - GA reports.xlsx Last week I had worked on it. Today I noticed, I could not find this file, as the owner of the file has left IBM last Friday. Thanks Dhanaraj  

Same issue as Darren. Box says storage limit reached even though I deleted a gig of content off of our box.  Can you rectify?  Thanks! Benjamin