Support Forum

Hi. I have tried two different credit cards and they both give the error "error processing request". Can someone please assist as I have Box invoices overdue but can't find a way to pay them.

Recently, I have experienced an issue where every Excel workbook I open from Box Drive will open with the message “This file has been moved. We recommend saving it now to finish moving it.”Some things to know:It only happens with Excel files, nothing else. The files have not been moved as their location, name, and last modified dates all reflect that which is in Box Online. Uninstalling and reinstalling Box Drive does not fix it Repairing Office does not fix itI have heard of other users having a similar issue but have not seen a resolution from Box yet regarding this.

I am getting this access issue when I try to access the Box videos for my school.  

I recently received an update notification through Box Drive. I installed the update, but now when trying to open the app, I get a "Box Drive has encountered an issue" popup box. The popup states "You installed an older version of Box Drive on top of a newer version." Please install the latest version of Box Drive. If the problem persists, please contact Box Support to further troubleshoot the issue." And then forces me to quit the app. I need guidance on fixing this problem asap.

Hi, After switching from "old" Box Sync super simple and efficient app to Box Drive, indexing of Box folder is not possible in Windows 10. I found very inconvenient to use new searching method which requires to EVERY time to open "Search in this folder" from folder context menu in order to search. You can imagine how is that frustrating for someone who because of nature of work has to do search in that way hundred times per day, and who done that in past just using typing and let windows indexing to do the work and fast retrieve files. Can you provide some workaround for this, and if not can you tell me do you plan to fix that in product roadmap? Tnx, Ivan 

I have an external user that I want to bring over to a managed user. I click “Convert to Managed User” and then a window pops up to notify the user that they are being converted.  When I click send it a notice pops up saying unable user unable to be invited to join the enterprise. How do I get round this?Thanks

Hi, when I'm in the morning trying to open an Office-file, after I have logged into Box on Chrome/Windows 10, it already needed daily reinstall, because I'm emptying my browser-cache automatically on a daily basis as I sometimes need to visit several hundred websites per day. So no option to not empty the browser cache. It was tedious enough up to now to reinstall Box-tools always in the morning. Since two days this task has become even more cumbersome as Box tools cannot be installed anymore. It always exits with some error description, stating that the Box version already installed is newer than the one just downloaded. The only thing that helps is going to Windows app removal and de-install Box tools and then reinstall it. I'm feeling quite tired by now about this Box tool behavior. When will this be corrected? Can't the Box tools be installed somewhere else than in the browser cache area? This is not practical at all, Box is supposed to save time, not cost me daily 5 min more.

I received an email purporting to be from this site regarding “Box Sync end of life”; is this legit? 

I created a business account with 13 users and the unlimited storage. I went to add the csv contact list for my slots of users and the only one that got added was the none existing box user. and then one of the users became a collaborator. How do I go about adding all of these pre existing accounts under me with all of there folders and content they already have access to?

I have a GoPro 360º camera and the video files come off like {filename}.360 (the file extension is *.360) and for some reason Box doesn't want to upload these files. I have other mp4 files in the same directory that are larger files and upload fine. I suspect the limitation is due to the file extension? Has anyone else seen this, and do you have any ideas for how to workaround it?   Screenshots:

Please can anyone tell me what is the meaning of this “There was an error processing your request.Your account needs further verification, please submit a ticket at support.box.com.” What can I do to go further?

When i open file excel box . Microsoft excel have pop up “sorry we, couldnt open https://api.box.com..after i check because account login address us is different  with api.box. how to solve  or hidden grant to box apear on excel , word and power point?

Hello,Recently a popup window opened each time I’m using Box and it’s really annoying. How to stop it?I already tried to reload as it’s written but it didn’t work. Thanks in advance 

Hello,I just used box mobile app to record an hour long interview. I hit save after the interview and now am unable to find it in the box folder. Is there any way to recover this audio?

Box drive doesn't sync 294 files. Status files in Box drive is in progress but nothing happens. 

​@community-manager ​- I cannot add/change my email address on my account. It gives me the error: “Oops — that person already has a Box account”even though I deleted the account associated with that email. What do I do? I NEED to change the email on my box account to this other email because the one currently on my account I lost access to.  

How can I permanently Delete my account and not wait for the 120 days? I need my email address to be on boarded onto our corporate Box account.Thank you 

We have a new managed user on our account, they are from our company, but none of the admins or co-admins added them. How can these be added to our account without one of us adding them. I am getting this notification and they are in the list of users in box. I am deleting them because they are not authorized since this is a closed system. [removed by moderator] was successfully added to Managed Users User [removed by moderator] was added to your organization successfully. Now you can easily review, modify or remove this new account from your Admin Console. © 2025 · 900 Jefferson Avenue, Redwood City, CA 94063, USA About Box · Edit Notification Settings · Privacy Policy

Is there a way to create a .pdf document that is uploaded to box, and a user would open this document and this document would have URL links to folders within Box.  With folder permissions setup for the user who is clicking the URL to one of the clicked URL’s folder.  It looks like at the Box preview it doesnt allow you to URL click.  In simple terms I would like to do this “I would like to know is it possible to create a document that has URLS that connect to other folders within my box tenant, or within my folder structure?”

So I found that the only way to enable Dark Mode for Box in a Chrome Browser is to go into Chrome Settings, search for “dark”, and change it to “Enabled”. Interesting enough, mine was set to “Default” which reads its setting from the OS.  As my OS is in dark mode, most websites could tell that I wanted dark mode, but not Box.  I think the Box devs may be checking for this wrong.  In fact I’m not even sure how they are doing this.  There is a CSS check that does this for dark OS’s with chrome at “Default” and/or “Enabled”:@media (prefers-color-scheme: dark) { /* Styles for dark mode */  } I was surprised that nobody has asked about this.  Anyway, hope my tip above helps someone get dark mode working, and I hope this message can get to the Box devs.

I have a user who is experiencing a bizarre issue. They have an excel file that they can open when it is not in a folder, but when it is put in a folder that has a couple of word documents and PDFs, they get an error when they try to open the file that says "Sorry we couldn't find {name of file and folder} Is it possible it was moved, renamed, or deleted?" They are able to open everything else in that folder with no issue. When the user tries accessing the file while it is in the folder while they are on the web version, it opens with no issue. I also had the user create a new folder with just the excel document, and there was no issue, but when they copy over the PDFs and Word documents into the folder, they get the same error when trying to open the excel document. She has found that this is happening in a few different folders. I have done the basic troubleshooting with her: signing out and back in, restarting the machine, checking for app updates, etc. Any help would be appr

What shall I say for this matter? Good try? Again?? 

The old Authenticator app is stopping very soon I do have a new app.But no solution for how to transfer it to new Authenticator app.All other I could simple transfer by scanning QR code. PLEASE ADVISE ASAP!!

I have used three different browsers and still do not have an “upload” option for my files. A screenshot of the interface is attached. Only option is “download” even though I have been granted permission to edit and upload. 

I deleted a large folder several times from the Box Drive app, and it does not appear in the browser version, but will not disappear from my list of main-level folders in Box Drive. It has a red dot with (I think) an exclamation mark in it. Trying to reduce the size of my list of folders.