Support Forum

My Excel document, that has macros gets corrupted when I store them in Box. So, Box does not recommend storing Excel files at it. Can you provide me information on this?

I am not able to add two users within my organization because "Email already used in a Box account but not associated with an enterprise."  How do I fix this problem and add them?

Hello, We have an end user that is not getting a verification email when we setup the new account.  Thanks, 

I got a new computer and had to download Box Tools and Box Drive again. Box Tools works. Box Drive I can't get through the verification. I have put in the correct code several times, but it keeps saying it expired which is hard to believe since I type it in within 10 seconds of receiving it. After I get that message, it resends a "new" code, which ends up being the same one.  

I invited a user who created a personal plan account using a company email address to join my company's tenant, but the user has not been admitted to my company's tenant after the 14-day auto-roll-in period.How can I get this user into my tenant? 会社のメールアドレスを使用して個人プランのアカウントを作成したユーザーを自社テナントに招待しましたが、オートロールイン期間の14日間を過ぎても自社テナントにユーザーが入ってきません。どうすればこのユーザーをテナントに取り込めますか？

I can not get the File Request option to generate a shareable link with an external partner.  Is there a bug currently? This has worked well in the past and over the past week I have not been able to get this to generate correctly.  I continually get this error:.  

Hello,   Several of our Organization folders show they were updated "yesterday by Box System (1)" and appear to be missing lots of files. What does it mean when "Box System (1)" updates a folder? And where are our files?!   Thanks! Maugan

Hi, a user below could not receive a confirmation email. Could you please check the suppression list?personal information-redacted Thank you, 

I added a new user, but I didn't receive a confirmation email and can't log in. I tried resending, but I didn't receive the email. I registered the wrong email address for the first time, so I didn't receive a confirmation email. Next, I registered the correct email address, but it didn't help. I checked and your email may be on the "suppression list," so I'm contacting you. Could you check if you are on the suppression list?I added a new user, but I didn't receive a confirmation email and can't log in. I tried resending, but I didn't receive the email. I registered the wrong email address for the first time, so I didn't receive a confirmation email. Next, I registered the correct email address, but it didn't help.I checked and your email may be on the "suppression list," so I'm contacting you. Could you check if you are on the suppression list?

We are receiving this error message when trying to share a folder. We have tried sharing it with one person at a time and groups of people, but we get the same error message regardless. Nobody has been shared to this folder today so we couldn't have reached any sharing capacity limit per day. I tried on multiple browsers and cleared my cache and it still will not let me share this folder. Please advise.  ERROR: "Something went wrong with your request. Please try to invite collaborators again."

I have been working fine on my box drive for last couple of months ever since it was launched for macbook M1 users. Suddenly from today, my BOX folder disappears from my side bar, and when I try and open the folders from search bar I get the message 'Box drive is no longer running. Please re-launch the app and re-login (as needed) to continue syncing data with Box.' since then I have re-installed the app, re-started my laptop but same. I am unable to sync files on the web from my local BOX drive! please help!!!! I cannot work without BOX drive running on my macbook.

Hi Team, My free storage was 50 gb long time ago. Why does it down to 10 gb?  

Hi , i bought a new Mac and used Time Machine to transfer everything on it from my previous backupFrom this point Box started to duplicate files randomly I tried to reinstall Box Sync but didn’t helpedIt’s terribly annoying and frustratingAnyone can help ?ThanksMarcoPS diagnostic was ok=========================================================================User ID: 191604491Current User Time: 1748615731=========================================================================PART 1 of 3: Testing ping to different Box hostnames...-------------------------------------------------------------------------Checking ping to https://app.box.comPings: 239, 261, 254ms.Minimum ping: 239ms. Maximum ping: 261ms. Average ping: 251ms.-------------------------------------------------------------------------Checking ping to https://ent.box.comPings: 282, 231, 282ms.Minimum

このメール確認リンクは有効期限が切れています。とリンクを押したら出ました。メール確認リンクを再送していただけますでしょうか。

When I try to “Submit a request,” I get the message:Your organization has requested that you contact your internal Help/Service Desk.Please contact them directly for further assistance.Click here to view tickets on which you are already copied. This is about a box.com web page, namely:  https://support.box.com/hc/en-us/articles/360043697434-Uninstalling-Box-Sync-ManuallyIn the Mac section, under “Delete the Box Sync password items in your Keychain”Step 2 has a typo: “Keychanis”. Step 3 states, “On the bottom left, below Category, click Passwords” In Sonoma 14.7, that Keychain Access window has “categories” as tabs at the top, including:  All Items

I’m unable to add users to my enterprise account, where they have signed up for personal accounts using their work emails. Each of these users have already canceled/deleted their existing accounts. It errors out with “email already used in a box account but not associated with an enterprise” -- I have attempted to hit “save” again after the error, per the support article, but it still errors out with “Cannot add new users. Please try again.” I do not see an option to revert to an old design either.

Hello,I am trying to set up a secure cloud to cloud file transfer from a site called Newforma Info Exchange.  It offers Box as an option.  When I click “connect to Box” the following error is shown (attached screenshot).   

Hi.I am contacting you because I have an urgent issue that needs to be resolved quickly. The error details are as follows.A problem has occurred. Box Drive needs to quit. Please send the logs so we can troubleshoot and help improve the product. If the problem persists, please contact Box support for further troubleshooting. I ‘m able to log in and operate on the web.I’ve tried reinstalling and clearing the cache data, but the issue persists.I would appreciate it if you could provide a solution.

Have thousands of files we need to migrate from a commercial version to a gov version per our federal contract requirements. 

It’s really silly that Box doesn’t have a formal support ticketing process and they make you dig for answers. I have a new user that did not receive the verification email. Need assistance.

One of our users is not able to see a folder via box drive on his computer, but is shows up on Box.com when he logs in.

We would like to remove the unused 20 Seats from our box account

I would like to request assistance in recovering administrative access to our Box account. Unfortunately, the primary account administrator is no longer available, and we do not currently have access to the necessary credentials.How could I restore administrative access to the account or reset access controls. Please let me know if any further information or documentation is required to process this request.

He instalado la nueva versión de Box y ahora recibo un mensaje de que BonxSync no se ha podido desintar cada vez que abro el ordenador.

H Just testing new Microsoft Surface ARM based laptop, just wondering hwen Box will have support for these devices.   Thanks