Support Forum

I'd like to request an improvement to how comments and highlights are handled when a new version of a file is uploaded.Currently, if I highlight text and add comments in Box, then upload a new version of the document, the association between the comments and the highlighted text is lost.What surprised me even more is that this association also appears to be lost when viewing the previous version of the file. I had expected that, at a minimum, the original version would preserve the original highlights and comment locations.For document review workflows, it would be much more useful if: Previous versions always preserved the original highlight-to-comment associations. If possible, Box could also attempt to carry comments forward to the corresponding location in newer versions when the document has only changed slightly. This would make version-based document reviews much easier and help maintain review history.Is anyone else experiencing the same issue? I hope the Box team will consid

Hello, I’m having trouble accessing my account so I’m posting from an alternate account but every time I try to log in, it takes me to an SSO page that’s not associated with my account and then doesn’t let me in and says my credentials are incorrect even though they are. Can someone please help me look into this?

I can no longer use Box Drive since the new version. Now each time I open an Excel or word file from Windows explorer it looks to me that it's not using the file stored in cache but it actually downloads a new copy of the file from the Web (on the file address location on the Excel ribbon instead of c:\... it now shows https:\\api..) what it does it blocks my macros from functioning properly, it takes forever to open and save a file, etc. How can I turn this of? Thanks

With the 7/26/26 update, our internal and external partners are unable to tag users in the new comment box. The tag box is just stuck and unclickable. This is interrupting our business. Please fix. Thank you!   

Uploading .pst file ( offline storage file ) from local system to takes very long time , even if the size is like 2GB , it takes around 5-6hrs for uploading. If any solution please let me know to resolve this. If upload speed cab be increased , please share the steps for the same.

Hi Box TeamNeed clarification on following topics:What is the maximum folder nesting limit supported in Box GxP What is the maximum file size that can be uploaded at a time by a user account Which file formats are currently supported in Box GxP? Specifically, can you confirm whether the following formats are supported: DOCX, XLSX, PUB, PPTX, ACCDB/E, VSDX, Power BI extensions, PNG, TIF, HEIC, AI, GIF, JPG, PDS, BMP, SVG, WEBP, AVIF, CI/CD, CSV, GIT, JSON, PDF/A, TXT, PDF, RTF, XML, XPT Thank you

I am unable to view or download files from the folders I have access to. When I open a file, an error message states “This preview didn’t load because the document may be protected. Please try to open or download the file to view.” When I try to open the file in my browser with Acrobat, I get an error message: “File preview not available, please reload to try again.” Additionally, when I click the Download button, nothing happens. I’ve confirmed with one of the folder owners that I have access, I get the same results in both Chrome and Edge browsers, and I am not the only one on my team facing this issue. How can I fix my ability to open/download these files? Thank you.

Newly created user has not received any Box invite emails. Already tried resending, deleting old invite/send new invite and generated message trace through M365 and see no logs from [removed by moderator] multiple times. No firewall or security settings are in place to block Box access either as this is the only user with the issue. Need resolved asap.

When changing a user's email I get the "invalid email" error. Also, there is no way to make a support ticket anymore. 

User created a free account with their work email and deleted it, tried to invite them to our enterprise account, it won't let us. Same as the previous post User cannot be added to your enterprise – Box Support.  Is this something that needs to be resolved individually by Support?

Is Chat feature not working 

I have a box which I created and uploaded 5 files to a few months ago.Now I just want to add one more pdf file--but I can’t figure out how !!!!!Either I am stupid (definitely a possibility), or there is something wrong.I can see the contents of my box, with all 5 file names.But there is NO option anywhere on the screen to add or upload anything new.What is wrong here? There is no icon, no link, NOTHING AT ALL ANYWHERE ON THE PAGE with ANY option to add a file!!.

I need Box Product Support help, but I cannot find any working way to submit a support ticket from my account.Problem: I am signed into the same Box email address on two devices. One device shows all of my Box documents correctly. The second device shows none of my documents.I have already tried the following:Confirmed the same Box email address on both devices. Logged out and back into Box on the second device. Restarted the second device. Checked for Box app updates. Tried the recommended troubleshooting steps, but the issue remains.Please open a support ticket for me or tell me the exact working path to submit one. This appears to be a Box app/device-specific file visibility issue, because the same account works correctly on another device.

A shared internal company BOX was recently disappeared and I am trying to find out the issue or have it recovered. 

I need to migrate ~3tb of data from sharepoint to box, how to I allocate 1 user to have that much space? I have already selected them to have unlimited storage but I am getting storage space errors.

Please cancel whatever I signed up for (I’m crying)  

Hi,Since yesterday, I have been receiving the following error whenever I try to download files from Box:"The selected item/s exceed the download size limit."In the past, I was able to download much larger folders without any issues. However, since yesterday, Box no longer allows me to do so.This appears to be related to a specific folder and sub-folders, where I’m co-owner and the size of folders is smaller that 10GB. For other folders I am not experiencing the same issue. It looks more like an administrative restriction or a change in the download limits applied to my account (Enterprise Advanced).Could you please advise how to resolve this issue?

HiI get an error message “Ein oder mehrere untergeordnete Ordner konnten nicht hochgeladen werden.” (some or more Subfolders could not be uploaded).What is wrong?I just drag and drop my folder that is on an external drive into the application window, where all data is “stored” and listed.How to solve this? Thanks, Matt

I logged on this morning and attempted to open a PPT but it said I needed to install box tools. When I tried, my computer said the program is already installed. I uninstalled it, then reinstalled, and the same thing is happening. Box won't recognize the program, and when I checked the task manager Box Edit is running but there is no Box Local Com Windows Service. I've run every update, cleared my browser cache, tried different browsers, restarted, checked configurations - I've done everything recommended. My IT department can't figure out the problem either. Please help me. 

Hello,Like many other people, I did not realize this was a 3x$20 subscription, and it was really not clear.  You also made it difficult to cancel the account (but easy to upgrade). I only needed to use this service once to download files that someone sent me.I’d like my money back please.Best,Egbert

先日より2段階認証の解除を連絡しているアカウントの持ち主より代理で連絡しております。現在、外部とのやり取り用に使っていたアカウントが、会社携帯の返却(クラウド電話に移行)したため、SNS経由の2段階認証の解除ができない状態です。会社のメールアドレスを使っておりますが、会社での利用ではない個人で作成したアカウントのため、管理権限では解除できません。お手数ですが、解除をお願いします。

Businessプランに入っているのですが、無料プランへのダウングレードをしたいです。他のクライアントのゲストで参加しているので、アカウントはそのまま継続したいです。----- I am in the Business plan, but I would like to downgrade to the free plan. I'm attending as a guest of another client, so I want to keep my account as it is.

I need to download about 350GB worth of files from box, but im getting: The selected item(s) exceed the download size limit.

お世話になっております。現在、MacBookのBox Driveで以下の症状が発生しております。【発生している症状】・ファイルをアップロードできない・ファイルをダウンロードできない・Box Drive内のファイルを開くことができない・ファイルを編集して保存することができないなお、iPhone版のBoxアプリからは正常にアップロードやファイルの閲覧・編集ができるため、アカウント自体ではなくMacBookのBox Driveに問題があると考えております。【試したこと】・Box Webにログインし、アップロード・ダウンロード・ファイルの閲覧を試したところ、正常に動作しなかった。・Box Driveのキャッシュをクリアしました。・safariのキャッシュをクリアしました。・別のブラウザアプリからboxに入り、同じことを試しても治らなかった・Box Driveを終了し、アンインストール後にMacBookを再起動し、再インストールしました。・別アカウントで試しても治らなかった以上の対応を行いましたが、改善しておりません。改善策や確認すべき点がございましたら、ご教示いただけますと幸いです。よろしくお願いいたします。

When I click on the “Contact Box” option in my Admin Console, it redirects me to a page with nothing but community support. We are trying to troubleshoot SSO, and there’s no clear way to contact tech support for this