Support Forum

I click on invite link, it says Oops! We can't seem to find the page you're looking for. Don’t know where to submit support ticket. What do I do?

Hi there, a member of our team left the company yesterday and we lost access to a huge delivery folder she managed, I was told I need to raise a support ticket but can’t find a way to do so, please  advise.

I am trying to open up a large pdf document on my iPad. Recently attempting to open this document results in the app becoming frozen. It starts to open it and then locks up and you cannot make any selections nor ‘x’ out of the document. When you restart the app it goes automatically to the last attempted open document and gets frozen again. The only way out of this seems to be removing the document from Box on another device. However when I put the document back in and try to open on iPad the same thing happens. Others in my organization are having this issue as well. It does NOT happen on laptop/macbook- only on ipad and iphone. 

My files on the desktop are showing the cloud with an exclamation mark. I get an error message “Couldn’t communicate with a Helper application” I am on Box 2.55.132

No content within the Box account - <removed personal information> 2. Link email failure - <removed personal information> can’t remove the existing verification approach, so as to add new approach for verification   can’t receive the code or backup code for verification.   The status of this Box account is pending <removed attached image with emails> 

How do I contact support. I want to talk to a human.

Hi, I wanted to upgrade my account, but it mentioned I needed to submit a support ticket… which I also can’t do.  This seems like a pain to jump through hoops.  Please help

This is getting old.Why are my files constantly having to re-download?I DON’T HAVE TIME FOR THIS!Why am I paying for this if it is this screwed up.I’ve read some of the problems with this, seems like Box is not interested in fixing. Any suggestions or should I just dump Box?

My Boss cannot locate authenticator app used when Box account was set up and the alternative method has her incorrect phone number so she cannot log in that way as it’s being sent to a land line.How can she reset her 2FA?Thanks!

I’m my company’s admin.  One of my users is being prompted for his 6-digit code for the MFA.  He has no recollection of setting this in any Authenticator app.  He used box last week without issue and has a urgent need for it this week. How can we get his MFA removed, at least temporarily so he can login and gain control of his account again?

Hello, I received an email from Box indicating that I received an invite from a co-worker. However, when I click "Accept Invite", it takes me to my Box page and doesn't show the new folder anywhere.    Thank you!

Please cancel my subscription/account and refund the renewal fee.  The online system will not allow me to cancel the subscription and I cannot call anyone to cancel and request refund.  Please open a ticket to cancel my account.

When I try to login I hang here :https://account.box.com/login/mfa?session-challenge&redirectUrl=%2Ffolder%2F0

Box Drive 2.45.187 is installed on my Windows computer, but I cannot uninstall or upgrade it because C:\ProgramData\Box\Box\Installer\Box.2.45.187.msi is missing.Windows Installer reports Error 1714 / System Error 1612 when Box 2.53.223 attempts to upgrade. The upgrade has been retrying repeatedly, and C:\Windows\Installer has grown to approximately 718 GB. I found 3,224 MSI files between approximately 131–141 MB, totaling about 425 GB in that size range alone.I use Box regularly and need assistance repairing/removing the broken Box 2.45.187 installation and safely cleaning the accumulated/orphaned MSI packages without damaging Windows Installer or Box Tools. 

i have a Business plan but this is my second-time box limits me from uploading files, my business needs to upload 1TB per month, I have 3 accounts that upload files. I hope you can help me with this problem

My company just opened a business accountI haven’t received my enterprise invite Shouldn’t all seats in a business account have unlimited storage? The person to set it up isn’t the best admin can we transfer the admin for the enterprise? Does anyone know how you can directly speak to support? Many thanks for any help. 

Hello,A user was removed from our organization and the folder that was shared with me was removed. Any way to get that back?Thank you

Hi, We have lost access to our entire Box account and all our files and folders. Can you help me restore access?

The only admin in Box has left my company. I require assistance for elevated access to our box.com environment again. Thank you

リンクを開くとタイトルの表示が出てしまい、ファイルをダウンロードできない。何度もリンクを送ってもらっているのにこの表示が出るということは、不具合ではないか？

Hi,   Good afternoon,   I am reaching out on behalf of Todd from PotentiaWealth. I am an outsourced IT Support Technician for their company and I am helping Todd to reach out to Box's support for his recently encountered problem. He has a new phone and the authenticator for Box wasn't listed there. We tried to enter the backup codes and none of it works.   Please let us know if you need anything else.   Thank you, John N. Delos Reyes Helpdesk Technician MX2 Technology, Inc.

We’re having an issue with one of our user’s Macbook’s. Box fails to Auto Update for some reason. This is a Company Portal installation and we have custom configuration profiles setup to allow Box full disk access and what not. All our other Mac user’s do not get this error/pop up so I'm certain it’s an issue specifically with this user’s MacBook but I’ve tried resetting Box, and uninstalling/re-installing with a new Intune package. This error continuously pops up.Anyone encounter this before? The mac is running Sequoia and is an apple silicon Mac. 

Hello,I am unable to receive verification emails from Box.I have checked my spam/junk folder, and the Box email domains have already been allowlisted on our mail server.Could you please check whether the following email address is on the suppression list and remove it if necessary?<removed personal information>

I use Box for work and have to be removed from the email suppression list. You can skip the cookie cutter message about why it happens, just get me off of it. It is impossible to sign into your service until you do this.

Enterprise Plusプランで契約しBoxAIを利用していますが、9/25（金）の夜、BoxAIからの回答が未デコードで返ってくる事象が発生しました。9/28（月）午前時点で当該問題が解消されていないのですが、同じ事象が発生している方はいらっしゃいますか。もし過去に同じ事象が発生して解決された方がいれば、方法をご教示いただければありがたいです。また、関連しそうなBoxAIの設定等をご存じの方がいれば、ご教示いただければ幸いです。