Support Forum

Hi There,   We are trying to add the common service account email address for BOX   We need to change the default email addressWe have tried to add the New Email address as Secondary email. While trying we face this below issue. Attaching SS FYR  

I’ve had Box integrated into Outlook for over a year. Up until recently, I was able to seamlessly move email attachments either to or from Box without any trouble. However, for the last few month, when I click on ‘Save to Box’, the sidebar will open up and ask me to sign in to Box. When I do so, the window I signed in on disappears and nothing changes in the side bar. My company IT department has not been able to fix the issue either. Can someone help?

I’ve downloaded the box drive and when I open it after I log in it sends me back to the login screen and underneath another screen says loading box drive but it never loads. 

Hi, recently got a new MacBook  but when I save a file in the box on my iMac I have to manually download the same file on my MacBook. With my old MacBook this was done automatically upon connecting to the wifi and I could see the b logo spinning. 

Hi, I noticed an issue with my account storage today. While attempting to upload a PDF file, I received an error message: “Account storage limit reached.” Upon checking, I found that my account now shows a storage limit of 5 GB, whereas it has always been 50 GB. I created this account about 14 years ago, and since then I’ve relied on Box consistently. At the time, I had taken advantage of an offer that provided 50 GB of free storage by installing the Box app. It seems that this benefit has now been reduced without any prior notice, which is very disappointing. Could you please clarify why my storage limit has been reduced from 50 GB to 5 GB, and if it’s possible to restore the original limit? Thank you for your help.

I am testing a new agent against a test hub and when run it I keep getting response failed.  This is the prompt that was submitted - it is a second pass on the documents: Userinclude invoice date and total charges and create a csv fileInvoice Ingestion Plan:Extract invoice date and total charges for each invoice from the documents. Add these fields to the previously extracted data: Invoice Type, InvoiceResponse Failed

unable to download or open file from Box desktop app. My desktop has plenty of disk space. I can’t even open the PDF or adobe files from the web browser. Please help.

Hi, a team member is leaving the company, have already transferred ownership for box folders. But what about box notes? Can others still access the box notes if the original creator has left the company? 

I have a new user who received the confirmation email. She tried to follow the link in the email but she is now stuck in a loop. She can’t get past this. 

I am unable to set up a share link that can be opened by somebody without a Box account.  In trying to create a share link, the only option is ‘Invited People Only’.  How do I set up a password protected link for somebody without a Box account?   I suspect there is a setting somewhere that applies the restriction, but I cannot find it.

Hello Box Support Team,I mistakenly purchased 6 additional licenses on top of my current 3-user Business plan.  Now my account shows 9 licenses, but I only need 3 licenses.  Since I am on a monthly subscription, I would like to request a refund for the 6 extra licenses or have my subscription adjusted back to 3 licenses starting from the next billing cycle.  Thank you very much for your assistance.Best regards,  

When I tried to make a new application,an error message below occurred while processing your request."Payment information could not be processed. Please double check that all fields are filled in correctly and try again. If you need assistance, please visit support.box.com."Our company's card is VISA card, and valid in other online payments.I tried to register either in Japanese or in English, but all of them did not work.It said that payments cannot be made in US dollars in Japan, so I believe there should be no problem if I pay in Japanese yen. However, the invoice is shown only in dollars, and I cannot make the payment in yen.

The Box icon shows up in my file explorer. When I click on it, I can’t gain access to my files or folders.

I am paying $120.00 dl for 100 GB but I have deleted all unneeded files and my available space shows that I do have 66 GB used please help me re-set my available space. I am very frustrated,   

I am on a MacBook using macOS Tahoe, and I have downloaded Box Drive and am stuck at the Log In Screen. I login successfully on my browser, then when I go back to the Box Drive screen it is still stuck at that Log In Screen. I followed the Box Reset instructions found on other forums, that did not help. I uninstalled and reinstalled Box and the same thing happens.

I was just charge $99 for a renewal on a product I didn’t want and we have never been able to successfully upload a single thing. Every time we tried it just sat there loading for hours and never did anything. This product doesn’t work. Please refund me or I will contact my bank to have them do it. 

Hi Team,  I am unable to login to my account due to MFA. Please assist.  

We have tried to login to Box using our USAFx account and it won’t let us login and when we try to reset the password the emails are not coming to us. I cannot find how to contact “product support” to get this resolved and we need to obtain shared files. Please let me know how to help.

Based in the UK, I currently have a free Box account, and now have the requirement to share a small number of files to others on a time-limited basis, possibly with password-access enabled. It is my understanding that I will need to upgrade my Box account to Business-Level to do this. I do not require any other feature of Business-Level. Upon looking at the upgrade I can see that it will cost £12, per month, per user to acquire a Business-Level account and this specific feature. That’s £144 per year. When attempting to upgrade to a Business-Level account, there seems to be a minimum of 3 users for this type of account. This brings the cost to £432 per annum, which seems prohibitively expensive for sharing a few files in a time-limited way. I have been so far unable to find a way to contact Box directly. My question is whether there is any way to reduce the minimum number of users to 1, or whether there is another way to share time-limited files without requiring this upgrade? Thank you

My colleague <personal information-redacted> is facing issue that all the files and folder in her box folder are missing, she did not delete any files. When she log in to account and want to ask for support using her account also unable to access. Please advice how to solve this issues as it is technical issue and no way she can click to restore or search the files at all.

When any user shares a Link and clicks a link, it opens in Box preview window and then user has to select how the lnk needs to be opened. Is there a way to set it to open by default in its online version? In our organization we need to open it in online web version. For example: if someone shared an excel file, when clicking it, it should open in Microsoft O365 excel online version instead of Box preview window. Please let me know if its doable.

Bonjour, Je n’arrive pas à attribuer mon rôle d’admin à un autre utilisateur. Quand je clique sur l’e-mail pour confirmer, j’ai comme message “ Vous n'avez pas l'autorisation nécessaire pour confirmer le transfert d'administrateur. Vous ne pouvez pas confirmer le transfert d'administrateur. Déconnectez-vous et réessayez après vous être connecté en tant qu'administrateur. C’est assez curieux...

Hi, I had to reset my phone due to some issues and, unfortunately, lost the authenticator app data.  When I try to log in to my BOX account <personal information-redacted>, it prompts me for an authenticator code since I had previously set up multi-factor authentication. However, I’m unable to scan a new QR code to link my phone for generating codes, as the account is already set up. Could you please assist me with resetting the multi-factor authentication on my account? Thank you!

Is it possible to copy a Hub and its contents (e.g., create a template Hub that can be copied for repeated use/customization for different external parties)?

Hello,I'm part of the ONLYOFFICE team that develops the ONLYOFFICE Docs integration for Box (https://app.box.com/integrations/onlyoffice_personal/i). Unfortunately, we’ve ran into an issue that prevents us from signing in to our account. We have lost access to the phone number that had been used for two-factor authentication and the attempt to change it has failed: we used the correct account backup code to log in and change the 2FA number, but any subsequent login attempt somehow continues to require a code from the old phone number and the backup code no longer works.We have been unable to contact your support team since we have no way of signing in. I’ve also attempted to reach out to sales@box.com but never got an answer. Is there a chance that someone from the support team can help us with this?