Support Forum

I can’t upload a profile picture. I get an error message saying that the image has to be either JPG or PNG and smaller than 1MB. I have tried multiple images in both JPG and PNG formats and all are much smaller than 1MB. They have ranged from 150KB to 300KB.  I’ve been using Box.net/Box.com for 15 years as a paid user. This is my first time trying to contact support. I am surprised and disappointed at how difficult it is to find where to submit a support ticket. My concern is what would happen if something critical were to happen.  Where can I submit a support ticket? Why does Box make it so difficult?!?!?

Storage Usage Or File Count In My Account Is Incorrect

I am now getting a box asking to confirm move when moving files from one folder to another. It happens for each file being moved. This just started up and I move files daily so would like to turn this off but cannot see ow to do that. 

Hi, I face one condition, when I access one box url which is given by customer by edge browser, it show message as belowConnecting to a Wi-Fi HotspotYour current Wi-Fi connection (public Wi-Fi) may require you to switch to [removed by moderator] But when I use google chrome, it can normally access it. Is there setting which I can adjust in edge ? Thanks

I am receiving the following message when trying to add a user:  "Email already used in a Box account but not associated with an enterprise."

How to add other people to a box folder if the folder owner becomes email becomes inactive?

Dear BOX, My current credit card was expired, but I cannot add new credit card. What can I do? Please support

Hello, My storage shows it is full, but it's not. One folder shows 22GB of storage, but the sum of the files is only ~2GB. Can you please run your script to fix it? Thanks in advance.

I am using a free account of Box, which provides me with 10 GB of storage. My account settings show that I have used 1.8 MB of that storage. However, when I try to add a file I get the error in the below screenshot. You can see in bottom right of the background that the file failed to upload because “Account storage limit reached”. How can I solve this issue? It’s severely interfering with a project I’m working on. 

Ive used box for many years, but now uploads are very slow at box via web page, so slow i gave up and went and joined Mega no problems there full speed ahead, if you cant fix this problem Im done with box. Michael.

Due to an Authenticator malfunction, I was unable to log in, but I managed to log in using a backup code. However, since I cannot use a backup code every time, I would like to delete the currently registered multi-factor authentication method and re-register it.If I delete the currently registered authentication method, will I be automatically prompted to set up multi-factor authentication again? And if so, should I simply register the multi-factor authentication there?

Bonjour,Je m’occupe de l’IT dans mon entreprise et un de mes collaborateur a un soucis avec ses 2 comptes BOX.Quel est la démarche pour demander la réactivation?Merci

It won’t update. An earlier post said to uninstall the older version and download the new installer. I did so but, instead of installing 2.48.250, now it’s looking for “the installation package ‘Box.2.47.168.msi’ “ and it is nowhere to be found, so it says “The older version of Box cannot be removed. Contact your technical support group.” (There is no “technical support group” -- I’m an individual user.) Even after I uninstalled it, why would it say, it can’t be removed?!?Now I can’t access my files on my desktop through File Explorer. :( 

Hi, I've noticed in the last week or two that when I go into any folders, it's sorting by alphabetical. It used to sort by Last Updated at the top. What changed? Or is there a setting to change this from sort alphabetically to sort by updated? I know a ton of people in the community wanted folders to sort alphabetically, but I'm one of those who would rather have the default be "updated."

I would like to speak to a support rep via phone to talk through a couple issues we have been having but I cannot find anywhere on the site to contact a live support rep

Cannot find files and folders that were uploaded into BOX for several years now.

Hi, I’ve  just recently logged back into Box after being away from work due to health issues and seem to have lost all my files? On quick glance it’s all my .doc files and notes that I had in folders. As well, there are other folders that are now there 4-5 times?  Just wondering who I can contact to try to problem solve this?  Thanks!

Our contract expired in May and purging was meant to be 120 days later in September 2025. 2 months and many emails later our data is till not purged

Receive this error message, “Email already used in a Box account but not associated with an enterprise.” The user deleted their account as well and we do not know how to add him to our enterprise. 

We use BOX as an easy way to share files with our customers. We have a directory structure with about 25 pdf file that can be opened online or downloaded. When I open the BOX link to this directory I see all the pdf files. When I click on one, I see a turning wheel for about 20 second and then an error message that the file can't be opened. When I press F5 to refresh the page the file is instantly displayed. Today our ICT supportdesk looked with me and we did see and Authorisation error. The problem is more vissible when I use the UTP network connection instead of a WIFI connection. Steps to reproduce the error:1 Close the Edge browser2 Open the email with the link to the BOX  3 Edge is opening with only one tab vissible: BOX4 Click on one of the files5 A new screen is opening with the circle for opening the file6 An error is vissible that the file can't be opened7 Push CTRL F5 and the file is vissible 

Trying to set up 2FA using an authenticator app. I’ve scanned the code and used the code show to generate the code, but the site doesn’t accept the generated 6-digit code. I’ve deleted it and re-tried several times with the same result. Using 1Password as the authenticator app.

Looked for every setting.  Not sure how to switch from number of file to file size.  It's probably something really simple.  I feel stupid  

I’m trying to set up the following workflow:When a user uploads a file into Folder 1, I want that file to automatically be copied into the same user’s Folder 2.I can do this with a Relay, but the issue is that I’d need to create and customize a separate Relay for every single user,which isn’t scalable.Does anyone know if there’s a way to automate this without having to build a new Relay for each individual user?

Right after installing the 2.48.250 update of Box Drive for windows, all the folders I had set to “offline” were deactivated, and right now all my data is only in the cloud. I tried turning the option back on for some folders, but the data download never completes and just stays stuck. If I sign out of my account and log back in, the data appears as cloud-only again. Has anyone else run into the same issue? How can I fix it?

I have a website with links to pdf file in Box.  Some members, trying to download these files have issues.  Here is a comment from one of themI think it's more about how the Box app handles downloads.The clue is that a header appears and disappears very quickly on the phone. It looks like the one which appears on the desktop pc, which stays there and allows you to select "download" to save the pdf to your computer.This is not possible on the phone and it doesn't allow you to select the download option, because it opens the document automatically. The document it opens is not a true PDF file, so when you try and save it afterwards it cannot be opened in a PDF reader.