Support Forum

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。

After I login in the box on my computer, the page is blank. Although I try to use different browsers( chrome,ie,firefox) , devices and networks, it still. Device:Dell P72G001, Dell P48G001, REDMI XMA2001-AJ

Hi I need to cancel my account and the documentation suggesting a cancel account or subscription from my account settings page is not there<remove image containing personal information> 

Hello,I am currently trying to give external users access to several folders in our Box account, but when I try to send them an invitation, it will not go through.I am the owner of the folders and a co-owner of the Box account. I have also tried checking the invitation restrictions in the folder settings, but I am unable to check or uncheck the “Restrict collaboration to within _____” option. I asked the account owner to try as well, but they are unable to change the setting either.How can I give external users access to these folders? Is there an account-level restriction that may be preventing us from changing this setting?For context, these external users already have access to other folders within our Box account, so they are able to collaborate externally with our account.Thank you!

Where can I find the Windows version 2.3 of Box Drive? The available version 2.28.292 at https://e3.boxcdn.net/box-installers/desktop/releases/win/Box-x64.msi

1/ Creating an alias in Box Drive for MacOS does not work. 2/Creating an alias in Box drive for MacOS should create a bookmark in BOX  3/ Creating a bookmark in BOX should create an alias in Box drive for MacOS These are basic requirements. Now that CODE42 app is no longer to be used, they are required to allow MAC user s to keep track of backup data in box.When will they be available ?

Hi,When I try to switch my organizations billing cycle from monthly to annual I receive the following error with no information as to the reason.  “Your billing cycle was not updated, please try again”.  I’ve verified it is not a credit card rejection.  Please determine what the block is and update the error message to actually provide information that would allow me to fix it. Also, your entire support submission or question system is broken.  I consider myself relatively sophisticated but there is no identification anywhere on how you are actually supposed to contact support. “Box Community”?  You must be kidding.  Many of the answers on your forums are hopelessly outdated and you are directing people to them to solve problems. The support page below doesn’t even have a way to contact support.  Also, the image uploader when submitting a question is broken.

i made the first mistake by creating the account via google login.now i am trying to set a password because you can create an account with google, but cannot login.every time i try to set a valid password, it just says cannot create password. so what can i do to login my windows app when i cannot login via google and cannot set password?

I don’t know what’s going on but just really struggled with the entire support process - or lack of. I have a spare seat / license on my account.  I’m trying to assign it to a new user.  When I create the new user, it tries to bill me for a new license.  I’ve triple checked everything, but it simply refuses to use the existing spare license. So I tried to contact support.  And guess what?  There’s no clear support structure.  I went on the support.box.com website, and there’s no button that clearly says, “click here for help”.  No - instead you have to search for help that doesn’t exist, scroll down to the Articles, and click on a random one. Then scroll down the article page, past the text that says “0 out of 25 people found this helpful” until you get to “Have more questions? Submit a request”.  Why on earth isn’t this on the HOME PAGE of this website - which is literally dedicated to Box support??? Oh and then guess what?  When you click on the link, you get an option to “live” chat

Hello,Something we’ve noticed in the past month plus is the modified date on containing folders in box drive on Windows is no longer updating when doing edits to files inside the folder. For example, we have files we review to check for updates and add a notation we have reviewed. The file itself will update with the date modified but the folder no longer updates its date modified date and time. It will update if there is a new file added or if the file name is changed. We weren’t sure if this relates to the recent change in box drive or if it’s a Windows issue. We did verify that it still updates the date modified for a non-box folder, IE one saved to a local network or drive. This change is causing problems at our institution in trying to manage our files. We no longer know what has been reviewed or not reviewed by looking at the folder now and we have to go into each folder to determine if it has been reviewed or not. When there is a long listing of folders it can become quite cumbe

We are trying to update our credit card information and keep getting an error message. Please contact me so we do not lose our data. Thank you.

Hi, i misunderstood creating an account through my school and created one with my school email individually. I need to create a new account through school with that email, but even though I deleted the account the email is still marked as "already taken". I need help to set up that account, and that the old one can be confirmed as deleted. Help!

Hello,  I have been using ChatGPT to make updates to this file in Box. The last version was made last night. It was made the wrong way. instead of adding section 16 and onwards to the previous version, it replaced the previous version, as well as a number of version going all the way to June. all told, V10 to v3 all have the same content as it was made yesterday. I am under the impression this is not possible, with or without AI. can you please help me understand what happened? how can I get the version from last night before it was overwritten? Jeff 

Subject: Unable to delete “Users” folder — “blocked by another operation”Hello,I cannot delete a folder named “Users” from my account. I have tried both the mobile app and the Box website, but the operation fails.The following error messages appear:Mobile app: “1 item failed to delete”. Transfers screen: “Conflicts with existing item”. Website: “blocked by another operation”.The folder shows a size of 0 B. I have attached screenshots of the errors. Could you please tell me which operation could be blocking this folder and resolve the issue so I can delete it? I just reopened the account. Folder was dated 2018Thank you for your help.

I am the Admin on my company’s box account. My members regularly share folders externally. Suddenly we are getting a message that says “Invitations could not be sent … because external collaboration is restricted” As the Admin nothing has been changed or updated to stop collaboration externally. What could be causing this?

Devo evidenziare la gravita di un episodio a cui cerco risposta nonostante da due giorni ed ad oggi brancolo ancora nel buio con notevoli difficoltà, infatti seguendo le indicazioni ho richiesto e segnalato sia sulla piattaforma che tramite e-mail dedicata ossia [removed by moderator] ma o non rispondono o quando rispondono sembra non ci sia comprensione a parte i tempi biblici nonostante spiegata l’urgenza. Non so se posso allegare , ma per il momento mi astengo; I fatti , premetto che uso il cloud Box.com da anni circa dal 2010 dove all’interno ho delle cartelle di vitale importanza per la mia quotidianita e per la mia famiglia , all’epoca aprì un account e da allora sino all’altro giorno nessun problema salvo che in data 22/09/2026 cerco di entrare nel cloud , digito regolarmente l’email, digito regolarmente la password e con stupore mi viene richiesto un codice OTP ( premetto conosco bene la password e ricordo le cartelle che ci sono all’interno ed i loro contenuti) .Nel momento

Dear whom it may concern One of our members using the BOX folder is having trouble accessing a shared file or folder link.The user mentioned that the exact same folder was accessible yesterday, but it is no longer working today.Please see the attached screenshot and assist in restoring the user’s access to the folder.User account: <removed personal information>Thank you

Hello,I’m trying to give an employer access to Box, so she can safely upload her documents to it, but she’s unable to log in. The site said her log in credentials are incorrect, but when she attempted to reset her password, she never received a reset link. She also tried using a different email and encountered the same issue. Is there a way to give her log in credentials? Thank you,<attachments containing emails have been removed>

I am new to Box. For the first few days, I did not have an issue opening Box files in Google suite applications (Sheets, Docs, Slides). But after about 3 days, I have not been able to open files in Google Drive apps. I have tried to clear cookies & the cache, and believe I have the most updated version of Safari. It is working to open these docs when I use Duck Duck Go, but Safari is the browser I would like to be using for this purpose. I get the attached screenshot when I make the attempt. 

We would like to remove 5 seats and go from 21 to 16 user accounts please.

Hello, I need access to the latest SOC2 Type 2 report from Box.The trust center indicates that I need to make a request to a CSM / account rep, I do not have one. I don’t see an option to create a support ticket either.

We set up some new internal users and they never received their invitations. I tried deleting them and resetting them up, and I also tried clicking on resend invite in their user account, but our Microsoft 365 Exchange Message Trace shows no emails coming from box at all. Not sure what to do. We have the seats available under our Business license.