Support Forum

I can’t log into my account on my mobile app. I’m using Android. When I type in my password, the message is “Invalid Login Credentials”. I can easily log in on my PC. I tried resetting my password, re-installing Box mobile app, none works. 

I’m trying out box and I wanted to know how to make a single file online only. I was able to make an entire folder, but there is no option for a single file.  

Box says 3 of 5 seats used, buy more seats.  But under the list of people in managed users there is only me!   I would like to add one of MY employees to cover the 3 seats I just bought. 

I do not have any access to the Administrative account holders email or contact information as she has left our company, all admin privilages need to be transferred into my name. 

I can see the files under admin console - user- but they are not under all files. How can I move them and prevent this from happening again?

I can’t seem to be able to raise a support ticket yet I have a paid account. All I see when navigating to support is “Box Community’ as below. How do I raise a ticket? I have an urgent issue 

Box tried to update itself, and this led to Box not working altogether. I tried doing the Clean uninstall, I went into the Regit and all the hidden files listed, but I can't uninstall from the Windows 10 console because it expects this installer: Box.2.35.97.ms  I can't install a new version because it says the old version can't be uninstalled. The posted instructions online for the clean uninstall do not help at all. I have tried a couple of times, and it is just a loop. If I could find some way to just get this old installer so I could work again it would be great.

My entire company got an invite to collab on a folder from our CEO; he did not send it.  It’s a legit noreply@box.com link and I cannot find anybody to talk to about this as it seems like a huge cyber threat. How/Who do I contact at box.com to find answers?

Hi, I got a notification of a login from a country I do not live in. My box file has sensitive data related to tax. Can I know what files were accessed and if anything was compromised? I changed password within 5 minutes and removed it.  Why is this secuirty set to so weak?  

Box says 4 of 3 seats used, buy more seats.  But under the list of people in managed users there is only me.   Under external users are 3 people, but I cannot delete them.  I would like to add 2 employees to cover the 3 seats I just bought.

I recently installed box drive on a new device, and after a few hours of normal use, I've been getting bombarded with a strange error message 'unable to open folder' for many folders i have tried opening (though certainly exist within our shared documents).  

Is there any way to make very file available offline? Or even just to select a group of folders and make them available offline? I have 200+ folder in my Box and don't want to have to mark each one individually...

Hello Everyone,There is no option to make my content available offline in my box folder. Kindly help me.

Hi, I can log in to my BOX account on my laptop and desktop with no issue but I can't log in on my phone or tablet. It says 'Your account or password is incorrect. If you can't remember you password. reset it now'. I talked to other colleagues and they all have the same issue. 

I am trying to send a form to my client to fill out. There are a lot of fields and it is time sensitive. I keep getting an error message saying “Item Name Invalid” when attempting to send this out. For the life of me, I can not figure out which item this is referring to. I’ve gone through every item and can not see an issue with any of them. I even took out the Field Name Label for every text input. Please help!

I am a paid subscriber. I need to create a Shared Link with password protection. This support article says I should be able to do it, but the Password Protect option in Link Settings is grayed out and inaccessible. HELP!  What’s my solution here??

I do not have the option to create a link that says “People with the link”, and can only choose invited users.  I checked my admin console and I do not see anything restricting it.  I also am the admin.What can I do?  

The administrator account is currently unable to log in.which is preventing me from accessing all the files associated with my account. 

When I open a file saved in Box on various devices it creates duplicates when saving rather than updating the latest / most recently saved file? I have 'filename'1,  'filename 2, filename 3 etc  Can someone advise how to avoid this.  Thank you

Hello, I am a single user but would like to get an account / box that is hipaa compliant (to share with vendors). How can I do so?  Thanks 

I am not getting an email when I am trying to enforce SSO, it requires me to authenticate the change with an email but there is no log of the email going to my account. I have tried checking routing settings, forwarding, logs, etc. It is not leaving on the box end.

I have sent an invitation to a collaborator to upload files.  She has accepted the invite but is not getting his confirmation email.  Her email is  [personal information--redacted]   We have checked all spam and blocked emails, but the confirmation is not there. Please help.  

Hi. I have made changes to a PDF document in a box folder on my iPad, by making notes using an apple pencil.  I have saved the changes, quit, then gone back in and the notes show up.  However when I look at the same document on my mac, those notes aren't there.  Is this a syncing issue, and if so, how can I force BOX to sync?  Thanks

Hello,I changed the primary email addresses of our employees via the Box Admin Console.Most employees successfully received the verification emails and were able to verify their accounts. However, some employees did not receive the verification email. They only received a notification email stating that the primary email address had been changed by the administrator, but the verification email did not arrive.The employees who did not receive the verification emails are using the web version of Outlook and are working on Mac computers.Is there any possibility that emails are not being delivered on Macs, or are there any specific settings required?What we have tried/checked so far: Checked the spam/junk folder Confirmed that emails from notify.box.com are being received Resent the verification email I would appreciate it if you could advise me on how to resolve this issue. Thank you. Kou

Link to file prompts “This shared file or folder link has been removed or is unavailable to you” ask’s me to communicate with Owner or communicate with Box Support. How can I find out who the owner is to communicate with them, or how can my team gain access to file and have it uploaded again ?