Support Forum

I was using Box sync in the past which I liked as I had control over what I kept on the computer (current working folder)  and rest (past files and folders) stayed on Box.com. The current folder was set on sync so it will always be uptodate on the cloud and on my computer.. . I have changed my computer and I was planning on using Box sync to download my current folder to the new computer using Box sync. However, now my org offers only Box drive now.. so, I installed Box drive and logged in with my org credentials so that it syncs with Box .com but rather than showing all my files in the folder structure that was in the Box.com , it is showing all possible files and folders from past and current without any structure… How do I find my current files now in thousands of entries?  That is not an efficient way of working.. I really liked Box Sync.. How do I manage this and fix this?

Can I disable BOX activation with ctrl + alt + shift + B? I'm using ctrl + alt + shift + B as a shortcut for Adobe Illustrator, so I want to disable BOX launch.

Yesterday, I accidentally deleted the following user and would like to restore them.The user I want to restore is as follows.-----・Delete date : 2005/5/30 (JST)・E-Mail address: <personal information-redacted>・User name: Yokota Eri（横田 恵理）-----I look forward to your support.

I got logged out of box and then each time I try to login I am shown this message below even after resetting my password: “The Box account <email 1 here> is already linked to another Google account. Log in to <email 1 here> and remove the association to continue.” The problem is that the 2 emails that they show are the exact same email and I am at a loss on how to fix this problem if I can’t even log into my account. I have submitted multiple support tickets with “Ticket was successfully submitted” messages but no email or follow was sent. I also called the support number but they could only help me submit a ticket and did not help very much.  What do I even do?

I have been a Box user for years and recently I’ve had trouble with both my Box app for iPhone and iPad.  Three times within the past week when I’ve tried to open any file I get “An error occurred” message or a “No internet connection” message.  (There is no problem with my internet connection).  The only way I can fix this is to delete the app, reinstall it, and sign in.  Then everything works, but only for a while.  After this occurred 2 days in a row, I thought I would reach out to the community.  I couldn’t find any direct contacts for tech support and no help on the FAQ page.

Hi, i tried to send out Box Sign request on my phone, it keeps loading but doesnt actually send the document out? I then login to my Macbook and it works fine. Why is that? I used to be able to send documents out for signing on the phone before. Thanks 

I have never experienced an issue where I needed to talk to CS regarding access. I looked for an email or phone number, but cannot find a way to directly communicate with Box Support, so posting here.  We used a generic email alias that our department was able to access as the Admin for our Box account. We have since changed email accounts and IT deactivated the old account. I am still able to log in as a regular user, but I am unable to access the Admin account to make changes (add new accounts or remove former employee accounts) due to not having access to the old Company email.  Please assist with updating our Admin account to current company email. Thanks!  

Hello,I am currently using a free Box account and would like to upgrade to an Enterprise account.Could you please advise me on the steps required for this upgrade?If any information or documents are needed from my side, please let me know.Thank you for your assistance.Best regards,[Your Name]　Aoi　Otsuka[Your Email Address] <personal information-redacted>[Your Company address] <personal information-redacted>[Your Company Name] Genki Global Dining Concepts Corporation

>If you do not have an open support case with Box, please create one here so someone can follow up with you. Box lost a file outright. How do I open a support case?  

I’d like to share links with clients so that only their email addresses can access the particular shared folder. I know this can be achieved by inviting them to be a collaborator, but I do not want to require these recipients to apply for a Box account. In other words, I’d like to “register” the users who are able to access a given folder, so that even if the email containing the link is maliciously intercepted, others cannot access the folder. Make sense?My concern is that only sending a link might not be secure.At this time, I only have a free account, so maybe that’s relevant.Thanks! -Ron

確認メールの有効期限が切れてしまったので再送信をお願い致します。

When I want to drag my files from my local computer to box -through my box finder - a message like ‘Prepare to move’ appear and never leave. The file is not moved and I have to stop the ‘downloading’ pop up window as it’s not progressing.  Any idea why?  Many thanks!

Hi A Client is trying to share a link with me to access and I keep getting the following message:  Can you work on the back end to grant me access? I can provide both links if that helps.  Thank you,N

Please restore deleted user Anthony Rosenback from the Teacher Created Materials. Account was delete. And will need content restored as well. Thanks.

Good day, greetings, I would like to know what happened to my files in my free account that I had since 2009, that year I bought a Samsung tablet and it came with a 50GB gift box account, I had used it all these years, until recently I tried to log into my account and my data was no longer there. What can I do to recover my data?

Hello, I had quite a few files in my account that I recently deleted, but the space is not reclaimed. Others with similar issues had a script run against their account to show the proper space. Could you do that for my account as well? Thanks

Hi, For several individuals at our company they are not able to successfully login to use the box file viewer in Salesforce. The other users aren’t having any issues so we’re not sure where they went wrong here.  Thanks in advance for the help!Davis

My application is not opening any of the old files saved in it. Is there something wrong with the app? What can I do? It says I need permission to view and the file has been deleted.

I see a folder in my Box and in some files called”.Organizer”. What is it?  My computer with hacked and I am worried about security now. I can’t find information anywhere on this Organizer

Hi Team, My Email Verification has been expired, could you please resend the same again. Thanks, Arijit

I recently got a new work laptop.  Now every time I try to copy a file from my desktop to Box Drive I get an error that the properties will not be copied, although it still allows me to copy the file successfully . Prior to this laptop I had never received this issue.  Any advice on how to resolve this? 

Hi, I’m trying to access handover resources from my predecessor but as her account has been deactivated the links are broken. Is there any way for the files to be retrieved?

I am creating a workflow that automatically applies a metadata template to a file when it is uploaded to a certain folder.  As a second step of the relay workflow, I want the file to be renamed based on a couple of the metadata attributes (e.g. effective date-customer name).  Applying the metadata template in step 1 does not automatically fill the attributes, so when the file is renamed we get a file named: (missing)effectivedate-(missing)customer.pdf.We have Box AI enabled.  Is it possible for Box Relay to both assign the metadata template and use AI to autofill the attributes, or do you always need human intervention to hit the button for “Autofill with Box AI”.  We want the relay to both assign the metadata template and automatically use Box AI to autofill the attributes.​@matt.riley Box in case you have any insight?Thanks!

Since updating to the latest version of Box for iPadOS, the app has exhibited serious stability issues and unexplained long (multi minute) pauses when attempting uploads, or when attempting to redirect from a shared link. Examples:Dragging a file from another iPad app (files, mail) to a folder in the Box app will cause a file upload to initiate, but just.. sit there. Stalled, no progress, for minutes on end. Sometimes it will magically start up at some point, other times only a restart of the app will help. No, it's not my Internet connection - Box is the only app stalling in this way.During one of these stalled uploads, clicking on a Box link from another app will cause the Box app to show the “redirecting...” message, but it will not actually redirect until the aforementioned upload is complete. In the past, uploads in the app never interfered with redirection and could happen simultaneously. Closing and reopening the app in the middle of one of these stalls can have dire consequence

Dear Box Support Team,I am experiencing an intermittent connection issue with Box Drive. After quitting and relogging into the application, it functions normally; however, the error message "Your device couldn’t connect to the server. There may be a problem with the server or network." reappears after approximately 6-8 hours.This recurring issue disrupts my workflow, and I would appreciate your assistance in resolving it.Thank you for your support.