Support Forum

My account is missing folders in it now after this incident;https://status.box.com/incidents/b86lj6nth68sIt has a main folder called “Releases” and a bunch of folders files in that path.  The whole thing is gone now.

Hello Box Support Team,I accidentally deleted a file from my personal Box account, and it contained important collaborations.Could you please help me recover the file (including the collaboration settings) if it’s still possible? File name: [Ada’a 2025]Date of deletion: [30-10-2025]Email associated with the account: [ [removed by moderator] ]

I am being shared files/folders within a team.  One member shared a folder that I can see, yet anytime I click on a link to view a project file or was invited to collaborate on a file I cannot open the file.I get a Box error message "cannot open that page" (the link is correct) and I have confirmed I am not over my storage limit. ??? I would appreciate any tips to help resolve.   Thanks!

I was always able to copy files from one folder to another. And now, how do I get a message that says You cannot copy this file because it leads to an escalation of your privilegePlease advise

Hello, I have accidentally cut and pasted folders from Box Drive to Desktop but some files did not get copied. Now, i have to restore those folders in box drive to previous version. Please help me with this, or please suggest if upgrading the account might help.

I am the Admin for our Enterprise account and I have a user account.  I would like to link an email to my user account.  My last name changed so I would like to add that new email to my existing user account.  I would like to have both emails active in my user account.  When I try to link an email address in my user account I get an error message stating you cannot use an email address from an unverified domain as your secondary email address.  It is the same domain as my former but still valid email address.  What steps should I take to complete the new email address linking?

A user raised a concern on being updated of the Box folder, where he doesn’t even try to open the folder. It happened twice in a day, which lead to safety concerns. Please help me find the details of the last update of the Box folder.

Hi - i deleted a user earlier today who downloaded some files (also ealier today) how do i see what files they downloaded?

Upon attempting to access the shared file after locking it, I encountered an error message, despite being the file owner.

Hi everyone! 👋I’d really appreciate your help with two quick questions:1️⃣ Is it possible to move Google Docs and Google Sheets created in Box to Google Drive?2️⃣ Does Box support any kind of sync between Google Docs/Sheets in Box and Google Drive?We’re currently exploring workflow integration options between the two platforms, so any insights or experiences would be very helpful.Thanks so much in advance for your help! 🙏Best,Andrey

I need to create a support ticket.  How do a request a ticket?

After using a shared excel on line for months, today we are unable to open any excel online file.  What can be done to fix this issue?

Does anybody have a solution that works to connect a folder in BOX to excel using power query? I havent been able to find any legit solutions on here nor via any other trouble shooting sites. I have a bunch of files in a folder in my organization's box drive that I want to connect to excel via power query. I try to copy the path of the folder via the box website and "connect via web" in excel with that URL, but it just previews the log-in page and does not pick up any of the files. Ideally I would like it so that anybody can update the files in the box which would then automatically update the power query. Any advice/solution would be a great help...there are lots of resources how to do this with onedrive/sharepoint but nothing for box....

"My account is on the Starter plan and shows I have only used 1 of my 3 available seats. However, when I try to add a second user, the system is incorrectly trying to charge me for an additional seat."

Today I received a pop up in my screen: '5453 uploadfouten (uploadfailures)’. When popping open this remark I get remarks with loads of files unknown to me, that my Account shows a lack of space.  - which is not correct

Hello everyone,I use Box on my phone and my computer. Every time I start up my computer I get an error message that some files (movie files) cannot be uploaded because I don’t have the right plan.I don’t have Box configured to backup my photos on my iPhone, and I can’t seem to find the setting that would backup photos from my computer and I don’t remember activating the backups anyways. Can someone help me find where this backup option is on my computer so that I can turn it off and stop getting the same error message every time?Thanks,Cecile

Dear Box Support Team,Every time I log in to my Box account, I am redirected to a payment information update screen, and I am unable to access any of my stored data.I am currently using a free account and would like to continue using Box under the free plan. I do not wish to enter any payment information.Could you please advise how I can bypass this screen and regain access to my files without upgrading to a paid plan?Thank you for your assistance.Best regards,

I tried to add a user to our organization but received an error message: "email already used in a box account but not associated with an enterprise". The user deleted their previous box account, but they still cannot be added.

Hi, a collaborator is trying to change email notification settings to override the default settings, but he is getting an error message "sorry, there was a problem saving the settings for this folder." How can we allow him to make these changes?Thanks, NSL

I am getting this error: “Oops! We can't seem to find the page you're looking for” error. But I can see in the admin console that there are 892 files in this folder. How can I access it?

boxアクセス→アカウントログイン成功→二段階認証でコードがわからない為ログインができません。二段階認証の解除をお願いできますでしょうか？補足：・対象者はログインができずフォーラムに投稿できない為、私が代理で投稿しています。 

Hello, I have lost the google authenticator, I access my account using one of the three codes I have (I keep the password), but since I am not a premium user, the administration console does not appear so I cannot cancel the 2FA, what can I do to remove the authentication? How do I contact Box to remove it?

How can I create a shortcut/alias in Box that links to another Box directory? When I use the "Create a New Bookmark" feature in Box, I get two different errors 1) When I try to enter a shared link URL (e.g., box.com/s/xyz_code) into the "URL" text field of the "Create New Bookmark" dialogue box, I receive a "There was an error while adding the bookmark" response 2) I am able to create a bookmark with the URL I would normally navigate to (e.g., ent.box.com/folder/xyz_code), but when I click that bookmark, it links to {https://mckinsey.ent.box.com/web_link/xyz_code} and I receive a "The requested page does not exist." I think this is basic functionality for Box. Am I doing something wrong or this missing? Thanks in advance for any help on this!

Hello - I'm trying to add our accounting firm to a shared directory for an audit, but Box considers their email addresses (pattern is companyname.cpa) invalid.  I have been unable to add them to a share.  Is it possible to fix this?

Invited to collaborate with box on business email. when I went to log in, I was blocked by MFA that was never set up. I cannot log in to submit a help ticket