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Support Forum

Your go-to space to ask questions, share concerns, and get help with any support-related issues.

10000 Topics
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MWUNew Participant
asked in Support Forum
After upgrading to Business account, I lost all the folders and files

After upgrading to a business account, I lost all of the folders and files. Please let me know where to find them back. Or Could you please let me know how long the data migration from your end will take?Thanks!

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NOZOMINew Participant
asked in Support Forum
BOX Drive stopped working

The BOX drive has suddenly stopped working since 02/Jun/2025.Other users can use it without any problems.The box drive is no longer available, but I can log in and view the contents of the files in my browser.I have uninstalled and reinstalled the BOX drive application and reset the Windows environment, but the BOX drive remains unopen.How can I make it work again?

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seplovichNew Participant
asked in Support Forum
Recover files from my previous paid account

Due to health reasons, I had no activity to my previous paid Box account and it got closed for lack of payment from my employer. I created a new account using the same email. The old account was closed within the year. How can I regain access to that account???

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DuskwatchNew Participant
asked in Support Forum
Invalid 2FA code

Hi support team,After I removed my original 2FA method (SMS), wanted to switch to APP/Email, both of the code I received show as invalid code in your system. And even the SMS method I was original use, turn out to be an invalid code. Might need some help to set up the 2FA for account security. Thanks.

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Rona Box
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AnastasiaNNew Participant
asked in Support Forum
Unable to Upgrage my Plan

Dear Box,  I am trying to upgrade my plan to the Personal Pro, however, I cannot process the payment.  After I entered all information, I received an error that I need additional verifications.Please advise on how to proceed.  Thank you, Anastasia

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Rona Box
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hanihussainNew Participant
asked in Support Forum
Need the Box.2.43.205 .msi file because I can't uninstall box

im unable to uninstall Box or install a newer version. I tried doing the Clean uninstall, I went into the Regit and all the hidden files listed, but I can't uninstall from the Windows 11 console because it expects this installer: Box.2.43.205.msiI can't install a new version because it says the old version can't be uninstalled. The posted instructions online for the clean uninstall do not help at all. I have tried a couple of times, and it is just a loop. If I could find some way to just get this old installer so I could work again it would be great  

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dan.WMNew Participant
asked in Support Forum
account storage limit reached

I am trying to upload content to our account but am receiving an error message stating “account storage limit reached.” I have the Business Plus plan and should have unlimited storage. What is going on?

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jsmillarNew Participant
asked in Support Forum
Files not uploading

I tried to save a file that was over the size limit. It wouldn't upload. And all files I tried to save after that one will not upload either. I found the file that was too big in my files app and deleted it. The smaller files still won't upload. I tried re-saving a small file, but it won't upload.

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CCheeNew Participant
asked in Support Forum
Can't log into my free account on my mobile app but no problems logging in on PC

I can’t log into my account on my mobile app. I’m using Android. When I type in my password, the message is “Invalid Login Credentials”. I can easily log in on my PC. I tried resetting my password, re-installing Box mobile app, none works. 

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Chip GeNew Participant
asked in Support Forum
Making a file online only

I’m trying out box and I wanted to know how to make a single file online only. I was able to make an entire folder, but there is no option for a single file.  

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YanNew Participant
asked in Support Forum
Box says 3 of 5 seats used

Box says 3 of 5 seats used, buy more seats.  But under the list of people in managed users there is only me!   I would like to add one of MY employees to cover the 3 seats I just bought. 

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Rona Box
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fkt_fkpNew Participant
asked in Support Forum
Need to change administrative privilage

I do not have any access to the Administrative account holders email or contact information as she has left our company, all admin privilages need to be transferred into my name. 

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allysonNew Participant
asked in Support Forum
Files not uploading to 'all files'

I can see the files under admin console - user- but they are not under all files. How can I move them and prevent this from happening again?

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Rona Box
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omataNew Participant
asked in Support Forum
I'm not receiving email notifications.

Hello. <personal information redacted> Notifications will not be sent to my email address. Has it been added to the suppression list?Please remove it from the suppression list.

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Impact01New Participant
asked in Support Forum
No option to create a support ticket

I can’t seem to be able to raise a support ticket yet I have a paid account. All I see when navigating to support is “Box Community’ as below. How do I raise a ticket? I have an urgent issue 

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community-managerKnown Participant
asked in Support Forum
Need the Box.2.35.97.msi file because I can't uninstall box

Box tried to update itself, and this led to Box not working altogether. I tried doing the Clean uninstall, I went into the Regit and all the hidden files listed, but I can't uninstall from the Windows 10 console because it expects this installer: Box.2.35.97.ms  I can't install a new version because it says the old version can't be uninstalled. The posted instructions online for the clean uninstall do not help at all. I have tried a couple of times, and it is just a loop. If I could find some way to just get this old installer so I could work again it would be great.

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ezeddiebNew Participant
asked in Support Forum
Cyber Threat!!!

My entire company got an invite to collab on a folder from our CEO; he did not send it.  It’s a legit noreply@box.com link and I cannot find anybody to talk to about this as it seems like a huge cyber threat. How/Who do I contact at box.com to find answers?

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mmalalNew Participant
asked in Support Forum
Suspicious account activity

Hi, I got a notification of a login from a country I do not live in. My box file has sensitive data related to tax. Can I know what files were accessed and if anything was compromised? I changed password within 5 minutes and removed it.  Why is this secuirty set to so weak?  

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community-managerKnown Participant
asked in Support Forum
4 of 3 seats used

Box says 4 of 3 seats used, buy more seats.  But under the list of people in managed users there is only me.   Under external users are 3 people, but I cannot delete them.  I would like to add 2 employees to cover the 3 seats I just bought.

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community-managerKnown Participant
asked in Support Forum
Error Message 'Unable to open folder'

I recently installed box drive on a new device, and after a few hours of normal use, I've been getting bombarded with a strange error message 'unable to open folder' for many folders i have tried opening (though certainly exist within our shared documents).  

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community-managerKnown Participant
asked in Support Forum
Automatically make all files available offline

Is there any way to make very file available offline? Or even just to select a group of folders and make them available offline? I have 200+ folder in my Box and don't want to have to mark each one individually...

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community-managerKnown Participant
asked in Support Forum
Make Available Offline

Hello Everyone,There is no option to make my content available offline in my box folder. Kindly help me.

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community-managerKnown Participant
asked in Support Forum
Can't log in on my tablet or phone

Hi, I can log in to my BOX account on my laptop and desktop with no issue but I can't log in on my phone or tablet. It says 'Your account or password is incorrect. If you can't remember you password. reset it now'. I talked to other colleagues and they all have the same issue. 

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theaNew Participant
asked in Support Forum
Error Message Pop Up "Item Name Invalid"

I am trying to send a form to my client to fill out. There are a lot of fields and it is time sensitive. I keep getting an error message saying “Item Name Invalid” when attempting to send this out. For the life of me, I can not figure out which item this is referring to. I’ve gone through every item and can not see an issue with any of them. I even took out the Field Name Label for every text input. Please help!

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MerkNew Participant
asked in Support Forum
Password Protected Shared Link

I am a paid subscriber. I need to create a Shared Link with password protection. This support article says I should be able to do it, but the Password Protect option in Link Settings is grayed out and inaccessible. HELP!  What’s my solution here??

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