Support Forum

Why is it literally impossible to connect with someone on the Box team? I have files that were uploaded to box that I am unable to download. I will not continue using box as there is no avenue to connect with a team member. 

Hi,In CCG model , what is the minimum requirement should business plant be sufficient or should I get a Enterprise plan for App+Enterprise Access.Also, may I know the client secret expiry duration. 

I’ve created a RELAY workflow on my folders to automatically delete the files as they are downloaded.  Before this was employed, I received notifications that told me the files were downloaded and by whom, etc.. These “downloaded” notifications stopped when the RELAY was used.  Now I get only a “file was deleted” notification email.  I need to get the other emails working again; or an alternative. Please help! Thank you!

My Box tasks, notifications and collections also have been failing to load. Additionally, I cannot assign new tasks to my collaborators. This occurs on both Chrome and Safari browsers as well as on different devices (PC, Mac, iPhone). I've cleared cache and history, and restarted my computers. Can a support ticket please be opened?

I am getting this error message when I try to work on a powerpoint online through Box:Essentially, it doesn’t save what I’m working on (continuous problem) and then occasionally this error message comes up. I would really prefer to talk to someone about this, but posting here in case there’s an easy solution. I didn’t find any in the forums. 

Dear Box Supporters,I'm a Box administrator of my campany.I need to delete a user who recently left our organization. Before I do, I have some questions about what happens to the folders and files that user created. I want to make sure we can keep and continue using them.Could you please clarify the following?•What happens to a user's folders and files when the user account is deleted? What are the implications or changes to these assets?•Are there any necessary procedures or steps we should take before deleting a user's account to ensure their content is preserved and accessible?•Are there any critical considerations or tips we should be aware of when deleting a user account, especially regarding content ownership and accessibility?Thank you for your time and assistance.I look forward to your prompt response.

 I frequently use Box to share files with customers by creating the shared link.  On my most recent upload, when someone tries to access they are being asked to log into box.  This hasn’t happened before, does anyone know what might be causing the issue?

Hi,  I have a free account, but I am on an enterprise account that is supposted to have unlimited storage.  I am getting as of today upload error messages.  What gives?  Who can help to resolve.  As much as I like Box, I hate the lack of support.

I can’t find a place on the web site to check status, but box.com is awfully flaky right now,  3 pm Eastern on 6-12-25.  Can’t open, can’t save, can’t download.

I continue to get an error when trying to upgrade my account ! Why does this have to be so difficult.

Email notifications have stopped coming. This is happening across all accounts. We are not receiving any email notifications for actions such as uploads, downloads, deletions, or comments. Could you please let us know the possible causes and how to resolve this issue?

Vendor partner to Box and unable to access a shared file from email invite and share link. Share link worked once, then I get this error  

My clients can’t download files using the links I’ve sent them. And now, I can’t get files to open either with the links or by clicking on them directly on the page. This, of course, is holding up work. Would it be smart of Box let us know they have a glitch and gave us an ETA on which it might be fixed? We’re on deadline here, and Box is dead to me today...

saved file in the Box are not opening

I have an issue, the files are not opening and even if we try to downlaod, it say an error message that an error occured and that they couldnt download the file. To contact the administrators. Where can I open a ticket to get this figure out, is it an outage or a problem on our side ?

I can't seem to upload in box drive. I get a failure to upload when i try. I have restarted my computer and it still gives me a failure to upload to my box drive. 

All of a sudden, I’m unable to preview any files or download anything. The file will take a few minutes to load, then will say, “We’re sorry. We ran into a problem completing your request. Please try that again in a few minutes.” But when I try to download said file, nothing happens. I’ve cleared my cache, etc. multiple times, updated my browser, tried other browsers, etc. and nothing is working. How can I fix this so I can continue working? This is so stressful!

Hi there,  We are unable to view or download the files. It comes up with error message  "We’re sorry, the preview didn’t load. This document may be protected." This keeps happening, even after problem seems to be resolved.   

I have been trying to do this for quite some time with no success.  I even made the file size smaller with no success. Please advise.

Support services? Never heard of it. You're on your own. Don't have hours to troubleshoot a Box problem? Tough. File a ticket? Haha. You must be joking. We don't offer that. Seriously.

Is box sign available for mobile? i cant seem to find it when using the mobile app

Hello I have an external Box User who has lost access to the MFA that was set up for their account and has no access to their Box Backup codes.  Is there anything that can be done on Box to resolve this?  

My user created an account with his work email address.  He then deleted his account, but I still get the message "Email already used in a Box account but not associated with an enterprise". Is there a solution?  A previous post mentions converting Unmanaged Users, but that is not my case, they don't show up as unmanaged users. 

I’ve found that if you duplicate a locked Keynote to a new folder, the new file is Read Only, but the UI says it is unlocked.  You must lock then unlocked the new file.  Expected behavior: The new file should not be inheriting the lock from source file.  Version 2.45.185

I am with Amazon. We just had an Executive Briefing with my customer. The customer CTO requested that we send them the presentation decks from our EBC.  I just uploaded all decks to a folder with my customers name in it. Now, I need to create SEPARATE links that allow for the CTO and VP Executives to simply click the link and go straight to the file, without having to create a BOX account. I need to make it as easy as possible and hassle-free to access the slide decks. How do I create these links? What settings do I use? From the Videos I am seeing online, I have to add their email addresses to the folder. Is this correct? If I do so, Box sends them a notification they've been added to the folder. I do not want this. I want to attach the specific links to my follow-up summary and allow them to access the links to each presentation individually. I need help urgently as I have a deadline on this request from the CTO and I am delayed.