Support Forum

Thank you for your help.   The width of the file name display field in box drive always starts narrow at startup, making it difficult to understand long file or folder names. Is there any solution to this problem?   In normal Windows Explorer, it remembers the width of the file name display column, so there is no need to manually widen the file name column every time it is started.   The OS is windows 10 pro and the machine is hp Elite Dragonfly.  

I want to register a new email address, but I can't receive a confirmation email at the new email address. Do you know if the following addresses are on the suppression list?E-mail Address: <personal information redacted>

I work in construction creating pointclouds of buildings.  The files I work with and share with my coworkers remotely are made up of sometimes thousands of individual files; they range in size from a few bytes up to double digit GB.  Is there a way to have concurrent uploads going through the desktop uploader?  My issue is that when it hits one of the GB sized files all of the little ones need to wait their turn, which I believe is going to add literal hours to my upload times (rural home office, no fiber 😞).  I think it can be done with the web-based uploads, but I’ve had bad experiences in the past with files not uploading properly, and that’s just not an option with the number of files I’m working with.  Thanks to anyone that can help, and apologies if this is a repeat question, I looked for an answer to no avail.

I co-own the folders and the files show up for a split second, then they disappear. These files were uploaded by a Collaborator from another org with Editor access. I’d like to be able to see the files and open them.

For some reason, the file I am using doesnt save automatically to the Box but saves locally..how can I reverse this please?

When opening a PDF on my computer, I'm able to open the file and make edits, but when hitting save, it prompts me to choose a location instead of automatically saving back to the same file location. 

Eventually I’ll get used to having to go to the top-left of the preview screen to close a document. I’ll even get used to the new icons, but can we please have the parent folder visible in move/copy dialogue box? We use a folder structure that is repeated when for every new project/product. If you used the search feature in the move/copy dialogue box each result would be shown with its parent folder below it. With this gone in the new modernised look, there’s no way to distinguish each of the folders that appear. Please bring it back!

I am in need of changing my Account’s primary email address. My boss left our company and we don’t have access to their email address and we need to change it to mine. I have been trying to link a new email but every time I type in mine, it says an error has occurred. Is there a way to update the email address to mine? 

I had an existing account with my gmail that still had several files folders on it.  I have been trying to get logged back in and no matter what i did would not send me the password reset email to my gmail.  I ended up trying to create a totally new account under the same email, which is allowed me to do but now I see none of my old files and folders that existed on box.

 How can I reset the owner as no one can open any of the files now. We have no idea who is the owner 

I have been invited to view/download documents from multiple users outside my company.  I created an account using my work email upon receiving the first invitation a few weeks ago.  We do not have a company account with Box. I was able to access documents from the company that invited me and gave me access to their files first.  I received an invitation from a different company this week to have access to files for viewing/downloading.  I was able to do so but the files from the first company that gave me access are now gone from the still existing folder (folder shows 0 files)  I have now received a third invitation to view/download files from another user outside my company.  I cannot see those files at all.  I am still able to see/view the folder files from the second invitation but even after the third user has attempted to give me access multiple times, I am still not able to see/access the files.Should I be able to see all the folder/documents from multip

I Mistakenly selected A $300 plan and for some reason I'm getting charged Charged $975 I cannot afford that!! I need a refund,   And revert back to my old plan Immediatly

I’ve been trying to install Box Drive on my Mac (running Mac OS Monterey 12.7.6) and have been getting an “Installation Failed” at the end. I just updated my Mac to the latest software and have confirmed that I have enough storage space. Please help! 

When attempting to add a collaborator(s) to a folder, I receive the following error message: “Something went wrong with your request. Please try to invite collaborators again.”I get this error message whether I attempt to add one collaborator or multiple. I tried multiple browsers, logged in and out, cleared cookies and cache, etc., but no matter what I do, I still do not have success.There does not seem to be a way to submit a support ticket to Box Support (perhaps because it’s a free account), which is frustrating.I would appreciate insight into a resolution. Thanks in advance.

My desktop (Windows 10 pro) and my laptop (Windows 11) no longer sync all files to the cloud.  I cannot get them to sync new files to the cloud.  Their directory is set to sync but they do not.

Hi there, I'm not able to apply a metadata to the folder. however , I can see the metadata templates on the files not on folder. I tried to make an API call to apply metadata to the existing folder on Box but it said 404 folder id not found. I used JWT access tokens 

So my account was converted to an enterprise account (imagine my surprise, but I guess it was a kindness  as I am a grandfathered account from when Box first hit the internet).In any event, I am the “admin” for my own (imaginary) company. Which is nice. But I need to change my email and...I can’t. All the advice shown in support is outdated, and does not reflect the existing (as of March 2026) layout. If I go to my account setting, I am told my “admin” (who is me), has to allow it in the admin settings. When I go to admin settings, there is no setting to allow me to allow myself to change my email.Either that, or it doesn’t let me use the email I want to use (iCloud) because I have to allow myself to use the domain, but apparently that is locked behind a paid upgrade to a higher level of enterprise I am just never going to need.So basically I am stuck with a permanent email address I am not going to use. I am prevented from changing it

For years Box.com has asked me to upgrade.   I finally try personal pro, and you won’t let me and you won’t let me pay, or submit a support ticket.    I tried 2 cards, same response.  Please do not bill me if  you are not going to let me upgrade.

  With a new PC that has an Intel processor, I wanted to install Box Drive, but now I got the error message: "Called runscript when not marked in progress." Even after restarting it didn't work. What can I do to use Box Drive as usual again?

I don't have access to my files. It happened suddenly. i just open my box and when I click to open a folder appeared a message: Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue.I don't know what to do. I have been using box for many years and it never happened!Could you help me?

When I sync, two files are un-syncable, because they are too large. That's fine. I want to delete the files, locally, so that I stop receiving error messages about them every time I sync. But, Box doesn't tell me where the files are located, and I cannot find them anywhere on my computer (I've searched extensively). Is there a way to see more information about the files that have caused an error message? E.g., "view file in folder" or "file details" or anything of the sort?

 I’m having trouble uploading documents to the Box folder I was invited to. My file is below the size limit and the title of the document is short. I get this message: Something went wrong with the upload, please try again. 

When I play videos in eg Dropbox or YouTube, the screen doesn't turn off and the video keeps playing. In other words, the video overrules the "turn off" mode.In Box it is the other way around. The phone's "turn off" mode overrules the video, causing the video to stop playing after the time-out (in my case 2 minutes). I already set the battery use of the Box app to 'unrestricted', but this doesn't solve the issue.I'm afraid it's something that was overlooked by the app developers, but don't know how I can reach them. 

Now when I turn on playing a video file in Box Android app and turns the screen off - the playback is immediately stopped. For audio files this works well - they continue playing after screen off event. But I want to continue listening the audio from Video files too, when my device is in a pocket! So please add option to not stop playing video on "Screen off" event in Box Android app.

Hi,  I've noticed that periodically, box drive will go to "pending" status on uploads. It gets stuck there for quite some time. Sometimes, a file will be almost uploaded, then go to "pending" status, then the file will start uploading from the beginning. This is particularly problematic on large >GB files. Is there any change that can be made on my end, or is this a bug?   Thanks