Support Forum

I have a user that is not receiving an email invite to login to Box for the first time. Any suggestions?

We are using the free version of Box.com for our nonprofit organization, Hospeace House. We need assistance changing the owner/admin associated with our account.The current account owner is no longer affiliated with our organization and is unfortunately unavailable to assist with transferring ownership or updating the account settings.

Hi team,Hope you’re well. I need to urgently add someone to the VDR, but the current admin is currently out of office and not back for 2 weeks. Could you please make me a co-admin so I can arrange access while she’s away?Thanks,Tumi

I don’t need multiple users, I need to look at one file being shared by another company. I can’t log a ticket, it keeps taking me to community pages. Please share an email where I can contact. Really bad UI.

How can this issue be fixed. In one of the shared excel sheets keep getting this message and unable to update the sheet. 

Upgrade issue: Your account needs further verificationEvery time I try and upgrade my account it says I need to verify my account but rovides no way to verify.

Hi, I am not able to login to the sandbox environment. The box account was removed from my authenticator app, now I cannot login using mfa any longer. Can you please remove the mfa settings for the user <removed personal information>Thank you! 

I need to delete an external user but the system doesn't give me the option to delete this person.  Deleting managed users is easy but external users not so much. 

I am in Box every day, but when I went into Box today most of our folders and files were missing. They were all there yesterday.

Copy is blocked to the target folder due to invalid privilege escalation: Unsuccessful HTTP status code receivedAs of yesterday, user is unable to select a document to attach to a Box Sign Request, where the file attaching functionality worked a day prior. User is an Editor in the file/folder selected. We have not changed permissions for anyone in the organization for over a week. Additionally user is unable to move files from one folder to another under the following circumstances, likely for the same reasons as above:Folder 1: user permissions assigned via Group, granted Editor privilegesFile within Folder 1 is requested to be copied/moved to Folder 2: user owns folder, so they have Owner privilegesError dialog pops up:You cannot move this item to the target destination because it leads to escalation of your privilege.

There are many  files and folders missing from my account. All the activity from this year seems to be missing.How do I recover files and folders?

I have created a new box drive account to submitted this request because My school email was deactivated by school after graduating. I lost access to that email <personal information redacted> and box drive files. I need help with recovering those files and transferring them to new box drive account

How do I create a support ticket? I seem to not have the option to do so. I just see the link to the ‘Box Community’ page. Thanks.

BOX NOT SYNCING TO DESKTOP & NOT OPENING

Hello,I created a personal Box account using my work email via Google Sign-In. My company has changed from a Google Workspace platform to Office 365.Please assist in deleting or disassociating the account from Google login.Thank you,Kim

I’m a long time user the free version of Box. All of sudden, I’m getting messages that I have run out of storage. I have now deleted several hundred MB of files, but I’m still getting the out of storage message and I can’t upload any more files. I’ve cleared my Trash...still says I’m out of storage. Yesterday, I was fine. But today, Box says I’m out of storage and nothing is changing after deleting lots and lots of data/ files. Maybe a cache issue? Would love some help from the Box team. Thanks. -ray

Hi I access box through andersons, it does not accept my phone number, can i get this reset. Why does it keep locking me out?

The contract type of the plan is a business plan.When I tried to send a box sign using a derived account, the following error occurred. Account storage limit reached: Unsuccessful HTTP status code received. What exactly should I do to resolve this error?   --------------------------------------------------------------------------ビジネスプランを契約しています。派生したアカウントにて、box signを送付しようとしたところ、下記のエラーが出ました。 Account storage limit reached: Unsuccessful HTTP status code received.（アカウントのストレージ制限に達しました: 失敗した HTTP ステータス コードを受信しました。） このエラーを解消するためには、具体的に何をすべきでしょうか？--------------------------------------------------------------------------

Hello,Does Box has a bug bounty program? Can you please confirm that the HackerOne submission embedded form is a bug bounty program: https://www.box.com/about-us/security

Hi, I just installed Box Drive Version 2.51.233 on MacOS and would like to know why the folders I select as "not to sync" on the web (app.box.com) are grayed out in Finder? The same applies if I operate directly from the file/folder context menu or from the app's Preferences. Thanks in advance.Fabrizio.

I have been using my 50GB Free for Life developer account for many years now, and I am using ~28GB of it, but when I attempt to upload more files it says I am over my storage allowance for the account. Most of the admin screens show the correct usage vs max allowed, but one of the settings screens says I am using 28gb out of 25GB allowed.  How do I fix this discrepancy?

We are using the free version of Box which includes 100BG of storage.  We reached the limit a while ago and have been getting rid of old files over the last 2 months or so.  I'm still getting a message that we are out of storage but the admin console window show us only using about 35GB of storage.  I just got the message again when trying to upload a file.  We are just a small non-profit using the free version and can't afford to pay at this point.  Please help!  Thank you!

I paid for Box Business Plus to use Custom Terms of Service, but Box has not provided a working path to enable it. Custom Terms of Service support articles say it requires Box-side enablement. It is not visible in my Admin Console. A Box Community answer says this feature must be enabled through a Customer Success Manager via Sales. I contacted Sales. The chat rep first said they were in a meeting and could not help right away, then later said this was a Support issue and directed me to [removed by moderator] . I contacted Support. Support replied that Box does not provide direct technical support to Individual plan users and recommended upgrading. I have already paid for Business Plus. I am paying for a business plan without a working way to activate the feature I bought it for.

I have a shared account for business between artist & manager, we mostly store short video files on box for social media content ease of access. Please tell me why none of my files will load on the web app, just eternal pinwheeling and nothing happening when I click download. So I’m like ok, let me troubleshoot. It tells me to fix this, download the desktop app for mac. I download the app, go to log in, and I’m stuck in a log in loop, where I click to log in in the browser, successfully log in, and then get taken back to the app log in page again anyway.  Try this a couple times, realise I’m not insane and this doesn’t work either, back to troubleshoot. The solution: use the web app. Am I crazy? Do most people just not simultaneously experience both of these issues? I only even downloaded the desktop app in the first place because the web version wasn’t working. Ad on searching, I see countless people having both of these issues with no resolution from Box. Absolutely sho

I paid a starter plan for the year for 3 seats. Box would not let me add 2 more without paying more. How do I contact someone able to support?