Support Forum

Hello!  I keep getting a message that my storage is almost used up.  But I deleted several GB of files.  I noticed a number of other users posting about this.  Could I get the same "recalibration" that was done for them please?  Thanks so much!

in my box folder it shows there are 5 files, but I only see 2 - and i know the other ones were in there a few minutes ago - they are not in the trash - is anyone else having this issue

Hi team,  I have received the following 2FA email notification, but either the multifactor or 2FA is not enabled on my box account. But this message got triggered multiple times, so I would like to understand what could be the potential root cause for me receiving this message and what action I have to perform to make sure that this message is not coming again and also make my box storage account secure  No. Date and time, IST 1 28 Sep 2026, 4:28:38 PM    

I have uninstalled Box Sync, but I am still unable to install Box Drive. When trying to install the application I get this message:  

I'd like to backup all files on Box to an external hard drive so that I have a copy of all my data when Box crashes or is inevitably hacked. Is there a way to do this? I can just select files and folders via the desktop app and copy them to the hard drive, but I'd prefer an automated process with incremental backups.

I am currently using the 14-day trial of the Business plan.I am trying to test the shared link functionality, but under the folder's "Share" settings, the only available option is "Invited people only." However, the "Content & Sharing" settings in the Enterprise settings of the Admin Console are configured to allow access for everyone.Are there restrictions on available features because I am on the "Business plan" or because it is a "trial"? 

Box team:Hello. I have been a user since the 2010's (if not even earlier), and my log in id. (and e-mail) is, and has always been the same.Starting some time in July 2026, your web site stopped sending notifications to my e-mail. Whenever I try to log in, I type in my id and password correctly, your web site accepts them, but says it needs to verify by sending me a code, but the code never arrives. I can see from my e-mail service that no message has been sent to my address.I am locked out of my account for no apparent reason; can you help?

BOXの管理者としての使用は初めてで、Bisinessプランの14日間トライアルを試しています。共有リンクの機能を検証しようと、テストで作ったフォルダの「共有」の設定で、「招待されたユーザーのみ」しか選べません。管理コンソールのEnterprise設定の「コンテンツと共有」では全員がアクセスできる設定になっています。Bisinessプランだから、またはトライアルだから、使える機能に制限があるのでしょうか？初心者で分からず困っています。よろしくお願いいたします。

Only one user is facing an issue while signiing the file, all the other users signed the file/ 

Just now have a issue on the Box, all employees cannot access. We need your assistance.

Hello, I am stuck in a sign-in loop for google sign-in. My gmail account has been upgraded from free to pro, changed the email but now it is impossible to sign in into Box. There is an infinite loop. I remove box from google for sign in and reset box password and the error/loop keeps happening. When I try to sign in into box with everything removed and reset, the connection gets remade by box and the loop continues. I am unable to login or get support please help.

I was told that I needed to submit a support ticket. I cannot figure out how to do this.Help?

Hi all,My 2-step verification security key is a passkey that is stored in Bitwarden, and re-authentication keeps failing when I use Microsoft Edge on Windows 11. Using the dev console in Edge (F12) I've tracked it down to the transports that Box sends during the sign-in request, and I'm hoping that someone at Box can take a look at it. This is what happens:When Box asks for my security key, for example after I save a change in Enterprise Settings > Security, the WebAuthn request lists my credential with the transports "usb" and "nfc". Bitwarden, however, registers its passkeys with the transports "internal" and "hybrid". When Bitwarden sees the usb/nfc hint, it assumes that the credential lives on a physical hardware key, and it declines the request. Edge then hands the request over to Windows, and Windows asks me to insert a USB key that I don't have.To confirm this, I wrote a small Tampermonkey user script that changes the transports in the request to "internal" and "hybrid" befor

Hi I am looking to receive a refund request on my recent subscription. 

i need the script run on my account to reset my storage limit please.When will you guys ever fix this silly issue???

Hello,Our company recently purchased a Box subscription. When we try to add a user with their existing email address, we are unable to complete the registration.This user already uses Box to access folders shared by another company. We are not sure whether the account is managed by that company or is an individual account.We would like to add this user as a managed user under our own company’s Box subscription while keeping their access to the other company’s shared folders.Could you please advise on: How to check the account’s current status. What steps are required to add the user to our company’s subscription. How to preserve their existing access to the other company’s shared folders. If this requires private support, please let us know how to contact the appropriate support team. The support request page currently only shows the Box Community option.Thank you.

When ever I try to upload file to box I receive the following error - “file could not be used to create a folder”. Even when I create a folder I receive the same error message when uploading the file. I have tried general trouble shooting problems with no effect. 

Hi,what will happen to Box Sync after the EOL date? Will it stop working, i.e. not synchying the file? Or will it just not get updates but keep working as normal? Are the files currently on my laptop that are synched to the cloud with Box Sync safe?  I am unfortunately on an older Mac, so I cannot install Box Drive which requires a more recent MacOS.

I would like our users to be able to create their own personal folder for private use...similar to how Dropbox works. The “New” button is greyed out on our users. I would like to be sure that only they have access to their own personal folder they create.

I have set up Box Sign in our Salesforce org and created a Box Sign button on the opportunity object. The design is to select from a set of templates and then the process pulls in 1 or 2 contacts from the opportunity as signers and then the user can send the Box Sign from there. When running this as the admin, it works seamlessly. I can click "Preview and Send" to preview the document and then send from there. When I send, it immediately triggers the email to the client to sign and a BoxSign record is created in the BoxSigns related list on the opportunity. When my non-admin users run this, if they click "Preview and Send" the preview never loads and instead a "Box Sign is queued successfully" green toast message displays OR sometimes it tries to load the preview page, but then throws an invalid link error. The biggest issue is that when the non-admins select either "Send" or "Preview & Send", the BoxSign record is never created in Salesforce.

We have Business Plus, and it seems like in order to add MFA, we need to upgrade. Is that true? Is MFA a security feature only available in enterprise? Is my account provision wrong, or is it really not a feature? 

I upgraded from a personal account to Box Business. The User Activity report only shows events from the upgrade date onward. Is there a way to get login and file activity history from before the upgrade? Does Box Support provide historical exports on request?

As an Admin, I need to login to the Box Manager for certain tasks. Lately, when I do so, it won’t sync and i get the following error  

I was just charged nearly $1000 for a subscription I do not want, and I need to speak with a customer service agent immediately to downgrade this account. 

Hi Box team,I’ve noticed an issue with a signed document that may affect the legal validity of the contract and its enforceability in court.I have some details I’d prefer not to share publicly. Could you provide an email or direct contact for the appropriate team so I can discuss this privately?Thanks.