Support Forum

I cannot login to Box.com account on the proper email due to losing the authenticator when phone was lost. I cannot find the backup codes either. I need assistance accessing that account.P.S. The instructions say "Create a support ticket" yet you cannot create a post here without logging in. That's not helpful as I had to create a new account on a different email just to post this.

I have one paid account and one free account. Is there a way to merge them? 

I am unable to create a password for my account. I need this because a file shared with me requiring a complex password. 

Hi all, I have given my collaborators Viewer/Uploader access to a folder. However, they sent me screenshots of what they see and there is no button for uploading! I have done this before with no issues, so it seems that something in the program has changed. Can anyone provide assistance? See the screenshot below for what they see:

It shows I have 3 seats but lists only 2 email addresses on the managed users page. Please fix!!  

I have not received a link for password resetting? what is the problem?

Hello, I have a question regarding managed users. Recently, I purchased three licenses for the Box Starter plan. However, even though there is only one managed user, the system shows that 11 licenses are in use, and I am receiving alerts prompting me to purchase additional licenses.Additionally, the email domains of the managed user and external users are different. I would like to ask the following: What is the cause of this issue? Is it okay to ignore the purchase alert and continue using the service as is? Thank you for your time. I appreciate your support.

Hello, I have a user who already created and then deactivated an account who I need to add to our enterprise.  I tried to ignore the errors and click save twice per this post: https://support.box.com/hc/en-us/community/posts/28062615049747-Adding-existing-user-to-enterprise.  But in my case it still does not work.

I am trying to set up an account that our payroll company suggested. It is not allowing me to verify my email address.

Hello Support, I am having issues opening Box Drive on my Windows 11 Computer.  I am getting an error saying that there are Files open that are preventing Box from Starting. I have uninstalled and reinstalled Box, and restarted my machine multiple times.  Please Advise on next troubleshooting steps.  Thanks  

unable to download or open file from Box desktop app, the error is unable to download due to low disk space. I have confirm my desktop has plenty of disk space, and my box account still has 3.5G of storage. However I can open the file from the web browser.

Hi guys!  I cannot download a file that was shared with me on Box because it is required that my account has a strong password.  I do have a strong password to log in but anyway my account is showing this:  So when I click it I get a window where I can change my password, however when I do it, I get this:  Can you help?    Tom 

My colleague received a file sharing invitation via Box from one of our business partners. After receiving the invitation email, he gets an error screen when he tries to log in. He needs to access these files urgently, so please advise how to resolve this issue. His email address is <personal-information redacted>. He has reset his password twice, but this hasn't resolved the problem. After clicking the "Accept Invitation" button in the invitation email and signing in, he gets an HTTP 500 error and then the screen goes completely white.

Following an aquisition I need to change the primary domain & email address on my account.What is the process?

After uploading a word document to box when the client when to open the file they were met with this message.   Is it a requirement for them to work on the document live, not just in reading view and not just in the desktop app. Please can you explain why this is happening. The document is not set to read only and previous documents uploaded the same way have not had this issue. When the file was downloaded and reuploaded on to Box it was fully functioning again. 

Hi folks, I'm looking for some help with 2 issues I am having.  1. My Leader has uploaded a updated version of a document I previously signed and asked me to resign it due to some small changes that were missed first time it was signed off. But when I open the updated Word document to sign, and go to Request Signature and select Sign Myself it isn't allowing me to sign the document, its automatically redirecting me back to my signed documents folder and at the same time it's also creating another PDF version of the document I just tried to sign without success and uploaded it to the source folder but there is no signature on the document.  I was able to sign documents a few days ago, but could this have anything to do with my permissions changed in BOX?  2. I downloaded a word Document from BOX to make some edits uses Change Trackers. I noticed when I downloaded the document and compared it to the open document in BOX that the headers and footers were removed from the downloaded versio

Hello, I work for local IT and I am assisting a user who has a company issued Box account. Whenever he tries to upload, he's getting a message that his storage is full but it's not. He has one or two smaller files and that's it. I saw answers in the past that this was able to be resolved with assistance from Box Support. Any assistance here would be greatly appreciated. 

Hi there I signed up via Google SSO and when I try to change my password (I currently have no password) to access a folder that requires a strong password, I repeatedly get an error message. Can someone help me set a password.   this seems to be a recurring issue  Thanks

Account showed up in my email saying I created it with an iphone, I do not use an iPhone please delete this account as soon as possible. I would never create an account using this name

Hello i cannot set password as it is requested by the owner of teh shared folder. Lubica  

Hello,  I’ve created the following folder on Box Drive: [2025 0423 Documents to Dr. Wolfe. However, after downloading it, a duplicate folder named “-” appeared unexpectedly. Could you please look into this issue and let me know what might be causing it? Thank you!    

After using BOX for over 20 years, never had this problem: can’t see anything when open app on iPad and go to account it’s only showing endless circle, can’t see or access any folders. Yet I can see other functions on the left menu which do still function. Any ideas?

Hello, I’ve created a Custom App using the JWT (Server Authentication) method called ZQ_Demo. I’ve configured the app with App + Enterprise Access and enabled the necessary scopes. However, when I try to authenticate using the Box Node SDK, I receive this error: Auth Error: Please check the 'sub' claim. The 'sub' specified is invalid. [400 Bad Request] invalid_grant Can you please confirm whether the app needs to be manually authorized on your side, or if there are any additional steps required for using JWT authentication? Thank you!

Please help me increase my storage. 15gb is not enough. How do i increase to say 25gb?

I have followed all the indicated steps, but the confirmation email informs me I do not have permission to change the admin, even though I am the admin.