Support Forum

I am not able to install the box drive on my laptop. When  i run the same, it does not open anything. Any help will be really appreciated. Thanks in advance.

Hello, I upgraded from Personal Pro to a Business Enterprise plan for my company. Now many folders containing personal data have disappeared from the web UI. I can still see them in the desktop sync on my Mac, however. Some of the folders that were personal, and were shared to others in the Enterprise are now missing from both the Web UI and the Desktop Sync! How can I do whatever permissions trick has to be done to be able to see them on the web UI? (I don't want them sync to my desktop!)  Also, what happened to the share links if I had shared those personal file folders with others? Are the people I shared with now unable to see the folders too???   Help!

I had lost all my files and folders after upgrading my plan, urgent help required as I did not made a backup prior the upgrade. There is indication of 18K files under 'Favourites' folder but just cannot see in in the folders. Please advise if it needs time to sync over or lost. Regards, Mark

I just upgraded my plan and immediately lost ALL of my files.  WTF????????

I’ve been off of Box for a bit but recently started using it again.  I noticed that the email notifications of those who upload data to my folders don't have the address of the uploader in them anymore.  All it says is ‘Someone added’.  I checked the notification options and don’t see anything in there that would allow turning this back on.  It’s very useful for me to have the email in the address for auditing purposes so I can go back through my emails to check on uploads.  Is there any way to turn this back on?

We have a Business Plus Box plan.  I created a shared folder and invited one of our clients to join this folder as a shared user.  Instead of being prompted to create a free account, they are being prompted to create a paid business account.  They do not think their organization has a paid Box account - at least not one she has access too - so I’m not sure why this is happening.  I can’t replicate the problem on my end so I’m not sure how to solve.  Any suggestions?

I use a Lenovo ThinkPad 64 bit Windows 10 machine.Box synch stopped working.  Trying to Uninstall and then reinstall but I get the message that it can’t find a path to the folder containing the installation package ‘Box.2.45.185.msi’ that was supposedly added on 4/29/25. I’m stuck - please someone from Box Support or community help me.  I’ve tried everything including deleting all the Box folders.Is there even a Box Support function within the company?  

The Expired filter in the Sign folders is not working; all of the other filters work but not the Expired filter. Is there a setting somewhere for this?

I recently upgraded my computer to Windows 11 and am trying to download Box Drive in order to access some stored files.  While the program did download, I am not able to run the program as I keep getting prompted to restart my computer.  Even after restarting my computer, I keep getting the same error and the program will not run.  Are there any suggestions for how to correct this issue? Thanks in advance...

Dear Box Support Community Members,   We are increasingly relying on sending documents to external users via Box links, and with this increased usage, the need for platform improvements arises.   For some time now, I have noticed that Box documents, even when sorted alphabetically, use a numerical order based on outdated systems, considering, for example, 10 before 2. Please refer to the screenshot below for a better illustration: Dear Box Support Community Members,   We are increasingly relying on sending documents to external users via Box links, and with this increased usage, the need for platform improvements arises.   For some time now, I have noticed that Box documents, even when sorted alphabetically, use a numerical order based on outdated systems, considering, for example, 10 before 2. Please refer to the screenshot below for a better illustration:    

Hi. First day with Box.com .We acquired several licenses for our company.I’m trying to open a case, there is no option I can find to do that. First problem:I’m trying to convert from member to  Co-Admin. I’m getting the error “Unable to save your changes. Please try again.” all the  time.Second problem:I’m adding another user and getting error “User belongs to another enterprise” looks like this user is still attached to the time we had a trial from box.There is no way to create a ticket, I need help.

I have emptied most files from my Box and deleted my trash bin, but my storage is still listed at 10 out of 10 GB used, even though there is less than 1 GB of data in my drive. This is not just a display of the storage showing the wrong file size. After removing my files, I am trying to add files to a folder, but I am getting an error saying my storage is still full and I cannot upload any additional files. Can someone please help?

When I first logged in my Box account I accidentally linked the box account to one of my google accounts. Therefore when I open a document with Box for Google Workspace the document is associated with this specific google account. I would like to shift the association to another google account. I do not know how. Previously edited documents seems to be linked to the first account. And that happens to the newly edited document as well. I have logged out from the google account to which docx files were initially linked. I am unable to open a box document in Google Docs. I have uninstalled the Box for Google Workspace app and then installed it back after having closed the browser (btw it is Firefox for Linux). No success. How can I shift to another Google Account?  

I originally have a paid account (hereinafter referred to as "A"), but I received an invitation from an outsider with a different email address (hereinafter referred to as "B") to share files.Once I accepted "B's" invitation and was able to view the files in the BOX, I tried to link the email address from "A's" account settings, but it was displayed as an address already linked to the BOX and could not be linked. However, it was displayed as an address already associated with the BOX and could not be linked.Therefore, I deleted the registration of "B" and tried to link it to "A" again, but the message "Cannot add because it is already linked to a BOX account" is still displayed.The deleted account is still shown as existing, so I tried to log in again, and the account seems to exist, but a password error is shown, and I cannot even get into the "B" account because I did not receive an email to change the password.I would like to link the "B" account to the "A" account, but the error is

I accidentally rewrote over a file with another version. I need to get the file I saved over back. No older versions appear in the Version Histoy. Is there any way to get the file back?

A coworker, who is no longer with the company, was the owner of a folder in Box that contained numerous subfolders. Before they left, I was made the co-owner. However, the folder has since disappeared and is no longer accessible. Since the coworker has left and cannot be contacted, it's unclear whether any changes or deletions were made to the folder before their departure. How can I get the folder back? 

I recently purchased 5 seats and successfully added 2 users. However, when I try to assign the remaining seats, I’m being redirected to purchase 2 additional ones.

How do I change the email address for my box account? Is the forum the only option to get support?

I have added files but the file count is not showing files in the folder. 

Dear helpers Can you tell me if there is a risk with deleting Box Cache ?I need space on my HDDIt’s heavy (17,7 Gb) and it’s located in C:\User\AppData\Local\Box\Box\cacheIf I delete those file, will I looase something ?Thanks for your help 

I accidently deleted a folder in Trash in two days ago (2/25/24). Please help to recover my folder. Appreciate your help. Thanks a lot!  

We are experiencing an issue with Box Drive (cloudfiles-based) where shortcuts created on the desktop become unusable after signing out of Box and signing back in.This issue does not occur with other cloudfiles-based applications.Please investigate the cause.OS: Windows 11 Pro 26220.7271Box Drive: v2.48.250

Hello, I have a user in my organization who just receives too many notifications about skipped files / deleted files (not the concern) on desktop , and we are just trying to turn it off for her. These are just Windows Notifications through the Box app. (right hand corner near date and time) Box is not listed as an App in the Notifications center on Windows. I only see Email notification settings online. On the Box app, I cannot find settings for app notifications. How can I turn these off so no notifications pop up on desktop for the Box app? Usually this would be simple but I literally cannot find anything through Windows or Box.

Dear Team, Please help us to limit our box account with our public IP addresses.   

Dear Box Billing Team,I hope you are doing well.I am writing to request a refund for a payment that was processed incorrectly on November 30, 2025, for my Box account B01784919.The amount of $622.80 was charged by mistake, and I did not intend to renew or authorize this payment.Please kindly review my account and process a refund to my original payment method.I have attached the invoice for your reference.Thank you very much for your assistance, and please let me know if you need any further information.Best regards,