Support Forum

I currently am not at 10gbs and need it updated to reflect the correct amount used.

Every time I upload a file or folder, it changes the names of the files, it's very random, sometimes it keeps the name and other times it changes it. Please let me know how I can stop this from happening and creating more work for myself by renaming the files. 

I integrate Box to Microsoft Office to enable the new collaboration feature. However, something isn't right about Excel. When I try to open one with Macro setup, it does not work anymore, and shows error "SECURITY RISK: Microsoft has blocked macros from running because the source of this file is untrusted." If I remove the connection to Box service in Excel (File > Account > Connected Services), then the macro could be running again, which is a temporary solution. But there are other problems with different users in the same file and getting duplicated files when saving it etc.  I use Box Drive on my desktop and open files from there. I tried to trust the location, even if I have "Redirect Box Drive" to remove my user name in the folder path, Macros in Excel don't work either. Anyone could help?

Using the iPhone version of the app, Enter an existing folder → Shoot/Scan → Change file name However, the data in the folder is loading very slowly. I think there are various factors, but what can I think of?   situation - Performing the above tasks in parallel using two smartphones - Never open the same folder on two devices ・The folder itself contains only 0 to 3 items of data, so the data capacity is not heavy. ・There are a large number of folders in the box (each folder stores about 10 items of data) ・Executed by connecting to Wi-fi ・Using iPhone12. The OS and apps are the latest version.

Hi, a collaborator shared files to my email where I have accepted the invite and created an account under that same email. However, the files do not show up on my account. They are showing up for others so I'm not sure what could have gone wrong. Please help!!

I seem to remember there was an "Add Collaborators" link in the list of Folder Collaborators, and that link is no longer there.  I can find a Manage Collaborators, but there's nothing there to add Collaborators.  Can I only add Collaborators when a Folder is Created? I am using Box online.

I have an android device that is landscape only, by hardware design.  It has a physical qwerty keyboard.  The box app doesn't respect the proper screen orientation or rotation for this device.  I can send some screenshots or device info or logs if that helps.  The device is made by Trimble.   I can use an app that forces a landscape orientation to fix the issue with the box app however other apps don't require this, so I know it's an issue with the box app.  On the main file listing screen that shows all of the folders at the root level, the screen orientation is turned 90°.  But when I go into a folder, then the screen orientation is fine, even when there are many subfolders inside the folder.  And on other screens, it's fine too.  The issue is just on the initial screen that says Browse, all files, recents, offline.   Please let me know if there's anything I can do to help you figure out this issue and correct it.

Hi Vendor: This is Angie Thompson, Accounting Manager for Multilot Corporation. Need to update our invoice to: Multilot Corporation Need to make a one time payment to Account B01579500 and Invoice INV11607897. I need wiring Instructions for Box or need to be directed how to pay by cc online today. The account should have all personal names removed and emails and sent always directly to Multilot Corporation,    The correct address is ablove  with Jeff Driskill being the point of contact or Angie Thompson (Accounting Manager) person that will be processing payments. Thanks. Angie Thompson, Accounting Manager,   

I use a MacBook Pro and want to use Copilot on Microsoft Office, which requires the autosave settings. I tried to set BOX as the autosave location, but it can't and shows the message "Disabled by Administrator" even though I could set the autosave location on another Windows PC. Is this setting(function) restricted on Macbook?  If there are any specialists, please teach me.  Thank you,

When I click on my documents, I am able to see them and preview them.  However, when I click on the sign icon, I get this message.  This has been happening for 4 days, and I am unable to sign myself, or request a signature. 

Yesterday we had 4 years of information in BOX.  Today it is all gone. It is our common sharing place between to companies, and today all the work is gone. We need immediate help.

I was trying to remove seats, from 3 to 2, from my account but the system end up adding two more and charging me for it. Please fix and refund, I only want to pay for 2 seats.   Thanks much,   Linda

I'm using Box Sign and adding some text fields to fill out and sign forms; one field in particular is a w9 There doesn't appear to be any way to limit the characters in a text field. The user can just keep typing past the length of the text box that I stretched out for them. This makes this feature kind of useless for any text fields that people DON'T want to take up an entire line, because the user can just type anything they want beyond the areas that we want them to fill in.( e.g. a Tax form, you can easily just blow past the rectangular box)   There doesn't appear to be anything in the regular or advanced options to deal with this.   Is there any way to resolve this?

Hello, Please kindly help and advise on situation below: How to re-set and/or update Admin in the case when  current email address registered as admin one is an unactive address? Thanks and best regards.  

Dear Support, please fix my storage space allocation problem. In my account and according to the status: 42.1 GB of 50.0 GB used. When deleting multiple files and folders from the storage, the available space does not increase at all. The correct storage capacity is not displayed in BOX, and a message saying 'Storage is almost full' is displayed. Restore the status display with the magic script that has been referenced many times in the support forums. thanks

When I view my Box Sign My Request is shows that I have 6 Review Request waiting for me to sign. There are 1 of 117 pages, first page I only see 5, so I filter by In Progress and when I do that the results are only 1 with no additional pages to scroll thru. It use to work so well before... not sure that has changed. Diana 

Not allowing me to open document in excel to edit

My folder that is named All Files has no files. But it looks like it has some files. Please clear my folder.

HI all, Is there a way to see when external users last logged in to collaborate?  I can find the last login reports for Managed users, but not external. I would to remove any external person who has not logged in during the last 90 days. If there was an automated process to do this, that would be great, but I don't mind manually removing them if I had this data. Thanks heaps

Good afternoon, I have a user that has never received any Box notifications since they have started. Other users receive emails for the same files/folder updates. We verified everything in this article and now thinking the issue could be the suppression list. They did have issues with their email account when they first started. Can you please open a ticket to support and have them contact me?   Thank you, Aaron  

hi there, i've been trying to sign into the desktop app for a month now, and nothing seems to work. every time i attempt to sign in, it prompts the web browser sign-in (which works), but when it re-prompts the app to finish sign-in, it never loads or finishes. i've tried on windows and mac OS multiple times and deleted/redownloaded the app, and my login isn't the issue. the APP isn't recognizing my login..... help! 

Hi Support Team, Our vendor has been logged out on Box and not been able to log back in. When he tried to log back in, the page asks him to type in 6 digit codes on the authenticator app. Our global IT Team suggested us to set up the app 2FA but we need to log back in first and set up the 2FA. Would you please help us to have our local vender log back in?Thanks, -Chisato

Hi I use MicroStrategy reporting platform to push reports to box folders. We use the email address in box folder and send an email with PDF file attached so it get delivered to correct BOX folder. Issue is when the file already exists with same name, instead of overwriting the existing, BOX adds some storage random characters to filename and add to BOX as a second file.  How to get rid of this issue. thx  

please send me another one

We need support to assist with resetting our account permissions. We have two seats active on our account and we are only using a combined ~40GB of storage, however, we ALWAYS run into the following warning:  "Running out of storage? Your account currently allows you to store up to 100.0 GB of data. Upgrade your account to get unlimited storage." Please asset with resetting account permission in order to allow access to the level of service we are subscribed for.  Thank you in advance.