Support Forum

As seen with the multiple posts about this below, it's currently impossible for many users to sign-in on new devices due to a problem with Box's SMS auth system. The error suggests that the SMS code received is "the wrong code" when in fact, it is not. This is a pretty serious issue, at best causing inconvenience and a loss of confidence in Box's reliability, while at worst, urgent systemic issues for business and personal users alike. Unfortunately, it also seems impossible to raise a ticket directly anymore, as support links direct the user to this forum instead of a message directly to Box Support (happy to be corrected on this if I've missed something). So, can we please have an update on this, Box? Are you aware of how widespread the problem is and, when can we expect a fix please?

Dear All, I shared files from <personal information-redacted> and don´t know why but when I login files are not there now.How can I recover them?  Thanks, Eugenia

I have a custom .otf font file and would like to use it in the MS Office docs that I use inside Box. Does anyone know if this is possible? If I can’t do it in the web version, can I do it in MS Office for Desktop? Instructions please??

Hi,I’m trying to enable 2fa for my account so I can install a custom automation app.It says it’s trying to send to the default email, so I verified that the email address this account is associated with works and I even got the box community welcome email and so on but I did not get the email for the confirmation code.How would I get this looked into?

Every file I own on Box cannot be downloaded because it always says download “needs permission”.I am the owner so what permission does it need?I am an individual user so no others are involved.If I create and share a link it produces the same result for everyone. “Needs Permission” to download. I cannot find any way to contact Box themselves and don’t know how to solve the problem.Any help greatly appreciated.

I got an error message and I reported back to Box. Box said " you need to have an open support case to have this investigated. click here". I clicked but it goes in a circle of support community. I don't know how to get an open support case. Please help!

Hi, I've been trying to delete files and did as I read online. However, after clicking on the 3 dots, I do not get an option to delete/put in the trash.  Thanks so much! Shari

I can't log in to the PC version.After installing the latest PC version and logging in via web login, the BOX home screen pops up again. I can log in and view files via the web version, but when I log in via the PC version, the home screen pops up repeatedly without responding.

Good Morning, We are setting up SSO on our enterprise box account (which was originally setup is SSO test mode). I am testing with one user and although SSO is now setup correctly, when the user tries to login they get an email to verify their account with the option to enter a code. They do not get an email with a code and needs to click resend. When they do get the email it just loops back into the process again to verify email etc.Any suggestions how to get this working as expected to avoid this loop. Thanks Paul.

I can’t log in to Box with my account and password, it always shows ‘authentication invalid.’ I can only log in using Google.

Hi, It seems like some of the folders that I created are no longer available. Is it possible to retrieve these folders?

When I tried to invite a collaborator and entered that collaborator's email address, for some crazy reason, my name (I am the owner) is associated with that email address. But that is NOT my email address. It is the email of the new collaborator. How can I ameliorate this puzzling issue?

I am VERY frustrated. I had not used Box with a certain client of mine for years. Today, they sent an invite to share a folder to my current email address, but my Box account was in my OLD email address. So I added my new email address on my account, received the confirmation email, and upon clicking it, it says “confirmation blocked.” I’ve tried resending; same thing. Everything I do basically says can’t be done. I finally had my client resend the folder invite to the email from years ago (Thank goodness I never fully get rid of a business email!) At one point, your AI customer service came up, and said I should “create a support ticket.” GREAT!! HOW??? This is the most confusing site I’ve encountered in recent years. 

Hello,can you please resend the verification email. It expired in less than 5 minutes and I cannot sign in. Thank you.

email verification expired in 5 seconds. Like many others

Hello members,I'm using a personal Box account(Free) and have observed the following issue regarding login session persistence in web browsers.(Issues)1.On PC(Windows10/11) using Chrome and Edge, after logging in to Box, closing the browser always logs me out,  everytime reopening, I'm required to login both my e-mail and password.2.On iPhone(Safari), the same behavior occurs.3.Other cloud services such as Dropbox and GDrive retain login sessions without issue.Browser cookie settings are default; adding box.com to “Always allow cookies” did not resolve the issue.Two-factor authentication, cache clearing, and reinstallation of the browser have no effect.Creating a new Box account also exhibits the same behavior.(My Questions)1. For personal (Free) Box accounts, is it intended behavior that logging out occurs everytime the browser is closed?2. If this is not the intended behavior, is there a known fix or workaround to maintain login sessions in web browsers?Does anyone have any informati

I’ve noticed that the latest version of the Installed package for Salesforce is 4.91.0.  I’d like to know where I can see the release notes of this version. Thanks,

Hi, I’ve been using 2FA for years with no issues.  I’ve moved and want to change the phone number where SMS are sent.  I removed 2FA (since there was nowhere to change the phone number directly), and when trying to re-add it, cannot.  When adding my new phone number, I successfully receive a OTP, but when I enter it, the system claims it is incorrect despite me receiving an email confirming 2FA has been enabled.  Same thing happens when I try to use my email to do 2FA.  So I’m now stuck not having 2FA turned on which is frustrating.  Any help? Thanks.

My box is showing I’ve used 0B of 10GB storage and yet it won’t let me upload. Why is it saying it’s full when it’s not? Is there a way to fix this?  

Do you allow multiple people to edit word, excel files? If so what is the process? Is there a Box support number or chat? 

先日メールサーバーでDNSの設定を誤ってしまい、BOXの通知メールがバウンスしてしまいました。おそらく抑制リストに登録されてしまったと思われるのですが、個人の無料版でアカウントを使用している為、抑制リストがありません。現状のアドレスのまま、通知メールが届くようにするにはどうしたらいいでしょうか。 ※メールサーバーでDNSの設定は約７週間前に設定を正常に戻しています。

Hello. We have a new BOX environment and we have setup one specific account on our AD environment to manage it. This account has an E3 licence on it and I can send emails to it without issue. When I go to enterprise settings and try to setup MFA, I am not getting any emails to the account. I have used the “test email” function as well but still not getting emails. Looking through out logs on office 365 it would appear that these emails are not being sent by box themselves. Obviously we need them to setup MFA and managed domains etc.There are no spam filters etc in play here. Thanks a million Paul.

Good morning, I need to renew my certificate for SSO with Microsoft 365. Can this operation cause any adverse effects? For example, in the event of a problem during renewal, how can I reconnect to the administration console knowing that all my administrator accounts are in SSO? Are you aware of any special precautions to observe during this renewal? I thank you in advance for your feedback and any information you can share with me. I wish you a good day.​

Have a new user created her with my admin credentials but shes not receiving the invite email .. its not blocked in spam filter

Hey team, me again, some peers have been presented with this warning when working on some PSD files: Sometimes, when clicking “All Errors” and retrying the upload it works, but some peers are saying that, this warning pops up while working on a PSD files, and in every change they make on the file, the warning pops up again and kind of “blocks” the PSD.