Support Forum

We have tried to login to Box using our USAFx account and it won’t let us login and when we try to reset the password the emails are not coming to us. I cannot find how to contact “product support” to get this resolved and we need to obtain shared files. Please let me know how to help.

Based in the UK, I currently have a free Box account, and now have the requirement to share a small number of files to others on a time-limited basis, possibly with password-access enabled. It is my understanding that I will need to upgrade my Box account to Business-Level to do this. I do not require any other feature of Business-Level. Upon looking at the upgrade I can see that it will cost £12, per month, per user to acquire a Business-Level account and this specific feature. That’s £144 per year. When attempting to upgrade to a Business-Level account, there seems to be a minimum of 3 users for this type of account. This brings the cost to £432 per annum, which seems prohibitively expensive for sharing a few files in a time-limited way. I have been so far unable to find a way to contact Box directly. My question is whether there is any way to reduce the minimum number of users to 1, or whether there is another

My colleague <personal information-redacted> is facing issue that all the files and folder in her box folder are missing, she did not delete any files. When she log in to account and want to ask for support using her account also unable to access. Please advice how to solve this issues as it is technical issue and no way she can click to restore or search the files at all.

When any user shares a Link and clicks a link, it opens in Box preview window and then user has to select how the lnk needs to be opened. Is there a way to set it to open by default in its online version? In our organization we need to open it in online web version. For example: if someone shared an excel file, when clicking it, it should open in Microsoft O365 excel online version instead of Box preview window. Please let me know if its doable.

Bonjour, Je n’arrive pas à attribuer mon rôle d’admin à un autre utilisateur. Quand je clique sur l’e-mail pour confirmer, j’ai comme message “ Vous n'avez pas l'autorisation nécessaire pour confirmer le transfert d'administrateur. Vous ne pouvez pas confirmer le transfert d'administrateur. Déconnectez-vous et réessayez après vous être connecté en tant qu'administrateur. C’est assez curieux...

Hi, I had to reset my phone due to some issues and, unfortunately, lost the authenticator app data.  When I try to log in to my BOX account <personal information-redacted>, it prompts me for an authenticator code since I had previously set up multi-factor authentication. However, I’m unable to scan a new QR code to link my phone for generating codes, as the account is already set up. Could you please assist me with resetting the multi-factor authentication on my account? Thank you!

Is it possible to copy a Hub and its contents (e.g., create a template Hub that can be copied for repeated use/customization for different external parties)?

Hello,I'm part of the ONLYOFFICE team that develops the ONLYOFFICE Docs integration for Box (https://app.box.com/integrations/onlyoffice_personal/i). Unfortunately, we’ve ran into an issue that prevents us from signing in to our account. We have lost access to the phone number that had been used for two-factor authentication and the attempt to change it has failed: we used the correct account backup code to log in and change the 2FA number, but any subsequent login attempt somehow continues to require a code from the old phone number and the backup code no longer works.We have been unable to contact your support team since we have no way of signing in. I’ve also attempted to reach out to sales@box.com but never got an answer. Is there a chance that someone from the sup

Hello,Box shows up in the Windows Explorer navigation pane after installation, but it does not function – clicking the icon does nothing.Here is what I have tried: Completely uninstalled Box Drive Deleted %localappdata%\Box and C:\ProgramData\Box (after taking ownership) Removed registry keys under HKCU\Software\Box and HKLM\Software\Box Reinstalled Box Drive as Administrator (msiexec /i BoxDrive.msi ALLUSERS=1) Restarted Windows After reinstall, Box works if I open C:\Users\<username>\Box manually, but the navigation pane entry remains unresponsive.Additional info: OS: Windows 11 Pro 23H2 Box Drive version: 2.46.240 PowerShell shows no Box GUID under

The other day, I made a mistake in the DNS settings on the mail server, which caused the notification emails from Box to bounce.I believe the address may have been added to a suppression list, but since I am using a personal free account, I don’t have access to view or manage the suppression list.What should I do to ensure that notification emails are delivered to my current address?Please note: The DNS settings on the mail server were corrected and have been normal for about seven weeks now.

I somehow removed my access from a folder in my box drive. I can still access files in the folder with links but cant see the directory in my box account.How do i make the folder visible again on my account.

🎤  Name: Nima Nurbakhsh 📍  Location: Sacramento, CA 💻  Organization + Role: Project manager 💛  Areas of Expertise (Investor relations) Hi community, I am seeking to use Box to replicate a data room where by internal firm and our external clients are able to access a set of documents. We are required to have new users read a legal disclaimer given the nature of documents - however I am having a hard time setting up a relay which replicates this. The workflow I am looking for is:Invite new user User must read through legal disclaimer User verifies they read it User can access the folders with documentsThey only need to read through once but if it pops up every time that is ok. Thank you!!

Please help, my storage space is 50GB, I deleted 1 folder (44.7GB), I need to restore it, but it is not successful. There is no other content on my storage. The message: We could not perform this action because you do not have enough space in your account. Thank you very much for your help.

Hello.Would you please tell me how to create a ticket?There´s a box folder shared between members of different companies, and for me and another person, the status in the collaborations (where it says “co-owner”, “editor”, “viewer”, etc) it says “pending” for both of us. The difference is I have access to the folder and it´s files, and she doesn´t. Would you please assist me on how to escalate this issue so it can be fixed? Regards, Agustin De Carli

I am missing all files in my account, even though (a) I didn’t delete anything (b) I did not share account access with anyone else.

Hi all, Current challenge: I have multiple Box folders filled with images of comments. The filter/search tool is too limited, and I need to search across folders. Future hope: Box AI was announced (back in July) to support multi-folder search, but it’s not here yet. Workarounds I’m considering: Connecting my ChatGPT or Claude subscription to query Box content directly. Adding the text from each image into a Box comment with a specific tag, so AI can search only tagged comments. Keeping the original image of each comment intact (I don’t want only an AI synthesis). 👉 Has anyone figured out a practical way to do this today? Tips, integrations, or best practices would be a huge help.Thanks!

A number of our choir members use the forScore app for displaying sheet music and we have been using Box in preference to Dropbox as our file sharing service.A number of members including me have experienced problems accessing Box from within forScore, on iOS, iPadOS and MacOS. When opening Box as a service, no files are displayed. This problem has persisted for me for 1-2 years, including since upgrading to v26 of the three OSes.The developers of forScore are unable to reproduce the problem.Today I deleted access to Box from forScore on my iPhone, shut down the app, then tried to log back in to Box. After supplying my username and password, I was unable to submit the 6-digit 2FA code (tapping on “Submit” would not take me beyond that screen).Can anyone shed any light on either of these problems?

When we attempt to add me, the system shows:"Email already used in a Box account but not associated with an enterprise."This email is tied to a personal Box account I no longer need. I understand there is normally a 120-day waiting period before the email can be reused, but I cannot wait that long.Can someone from Box Support help delete the personal account or immediately release this email so it can be added to our Enterprise account?Thanks,

Hi, I have an individual plan but need to be on the plan my company has, as I already have an email with Box, it will not let me be added?  How can I do this please without losing my Box contents.

 Hi SupportI am unable to receive any security code for two factor verification to log into my account. I had to creat this new account so sent this message. Please help ASAP as it has been months now and i need access to my documents stored .  Thanks in advance

I am a Box admin and deleted a users account. I am attempting to recreate it but am receiving an error "user is already part of your enterprise" when I try to share a folder with the user it says you cannot share with a deactivated account.

Changed the password which deleted phones and computers associated with the account. Data was lost on a spreadsheetis there a way of retrieving the data maybe from a server.There is no data in deleted items.

Hello.I would like to get a user that currently is on a free account repatriated into our new enterprise tenant. I have approval from the end user. Could you please action once I provide the necessary user details etc. Thanks  

Hello! I need assistance with enabling my account as a free developer account so I can authorize apps and continue developing. However, I keep seeing the message, "Log in or sign up for a Box Developer account to access all of the Developer Console features," even though I am already logged in. If anyone knows what might be happening or how to resolve this, I would really appreciate your help. My account was created before 03/2023. Thank you!

Hi there, MFA is already enabled on my account, but it seems when it happened the backup codes were either not captured & saved or have been misplaced. Is there any way I can re-generate these codes? Do I need to disable/re-enable MFA?