Support Forum

My company told me to reach out to Box.com support to help solve this issue. I must start off by saying the process of trying to contact Box.com support is incredibly frustrating and makes me want to consider using a different service instead. The person who previously held my position had a Box.com account with all of our Marketing & Sales files for the team to easily access. My property just purchased a new Box.com subscription for me, but when I went to request an account transfer, the former associate’s name/email does not show up with an account associated--I'm guessing this is because she left the company months ago. Can someone from Box.com please open a support ticket to help me recover this account and transfer the files over to my new Box.com account? I was told by my company that this situation will be handled by Box L3 collaboration support completing the transfer.

Hi,I have upgraded my plan from free plan to business plan in 2026/01/05.Noticed that business plan allows for 3 users with individual account in single orginization.Once the accounted upgrated to the business plan, I have tried to add the other two users.Howerve I noticed that we have been requested to pay for the other  2 users.Pls help to share the mannual of adding the  other 2 users, thanks a lot.If we can not add the other 2 users without additional payment, I am comsidering to cancel the business plan,can you pls advice how can I cancel the plan?Thank you and have a nice day. 

I got asked by one of my colleagues if they had to create a new box account or if the folder I shared with them could be viewed on their current account - is this possible? And if so, how can I do this?

My current email address will expire next month. I tried updating it through Account setting → Link personal email.However it failed and showed an error message ‘There was an error while trying to add ~~~@~~~ to your account’ 

Greetings,My company has recently moved from SharePoint to Box, which has been mostly trouble-free. However, when working in Word Desktop mode in Box, the ‘@’ function to flag reviewers is not working.  I rely heavily on this to alert multiple reviewers to time-sensitive input. thank you,Flowers Lovern

How do I change the Primary "owners" account email adderss? I have access to the account but cannot change the owners primary email address.

In my Box account, there are several folders (that I created) that are missing, and I cannot find them in the trash bin. I would appreciate admins assistance on locating these folders.Thanks

In Box Drive and box.com on my Mac my folders used to expand on the same page so I can still see all my folders. But recently when I double click on a folder, it only displays the content of that one folder and I have to click on the back arrow to get back to the main page. How can I get back to expanding and compressing folders on the main Box window?I wonder if upgrading to Mac Tahoe had something to do with it.NOTE: My Mac Finder is already set to folders open in new tabs instead of new windows, but I don’t want new tabs. I want the Box folders to expand in the main Box window. 

Support / Community:Our team uses file tags to help categorize and assign values to files. These are of course visible and searchable while logged onto a browser but outside of that it appears they are NOT available. They are especially concerned with BOX mobile app.  Like the browser, if assigned, they should be visible and searchable.   Can someone help with this out users are asking for this ability? Thank you in advance,Pete 

I opened a box account to sign into  USAfx for federal discovery.  I cannot open an account under USAfx but can log into my Box account.   Do I need to be invited by the US Attorney to access USAfx?

I no longer seem to be able to copy files from one folder to another. The error message says I cannot do this because it leads to an escalation of my privilege - although my privilege has not changed and this has not been a problem before. I wonder if it's due to a recent software up-to-date on my iMac ? 

We are adding our client to box and his email is not receiving the invitation, trouble shooting has not helped to resolve the issue. TIA for guidance. 

会社のメールアドレスを使って、個人で Box アカウントを作成しました。現在、会社では Box Enterprise を利用しており、このアカウントを会社のテナント配下で管理したいと考えています。この個人アカウントを Enterprise の管理対象アカウント（管理対象アカウント）に変換する方法を教えてください。**会社のメールアドレスで個人用のBoxアカウントを作成しました。現在、会社ではBox Enterpriseを使用しており、このアカウントを会社のテナントで管理したいと考えています。この個人アカウントをエンタープライズアカウント（管理対象）に変換する方法を教えてください。

I have a business plus account, which supports custom terms of service, but the help article says to contact your customer success manager. I have not yet been assigned or contacted by one. I have no option to contact support other than through posting on this forum.Please advise, and if possible, enable this feature for me. It is an essential part of our use case for Box. 

I invited a collaboration outside of our organization as editor to my folder shared with him.  When he accepted the invitation, my box folder still said “pending” invitation, and he got a message when attempting upload like below.  Our admin is convinced that the issue is on the collaborator side.  Can someone clarify it ?  Is this an admin issue on the collaborator side or our side ?  How to resolve this issue ?  Thanks. 

My folders from 3 years ago are all empty. Not sure what happened.

my friend Sabina Aledort and her email is : <personal information redacted> cant login becouse the account is ask for her 2fa and she replaced the phone and dont have the confirm codes can some one from the support help her? thanks

Hello, I'm trying to invite someone to Box, but I keep getting the message " Can't invite a deactivated user".    How can I resolve this?  Not sure how the user got deactivated. 

Greetings, Sir or MadamThe quick search function that we utilized on the desktop is no longer available with the latest version of Box (version 2.49.255). A loading (waiting) box shows up when we use the search tool, but no results are shown. The waiting screen that shows up when we attempt to search the papers is depicted in the figure below.  Colleagues who continue to use the older version do not have this problem. Nevertheless, users who have changed to Box desktop version 2.49.255 are unable to utilize the desktop application's document search feature.How can we fix this problem for users running version 2.49.255?Is it possible to obtain earlier iterations?Could someone please help us with this issue?

My colleague was added by the client to collaborate on shared files. When she logged in from the invite link, the above error appears. The client has also tried removing and re-adding her to the files, but the same error appears. Can you help to troubleshoot and assist on resolving this issue please.

I would like our users to be able to create their own personal folder for private use...similar to how Dropbox works. The “New” button is greyed out on our users. I would like to be sure that only they have access to their own personal folder they create.

Hello, I'm having an issue that seems fairly common. I'm unable to change my primary email address for BOX from my PGCE address to my permanent personal address. Any help or advice is much appreciated!

I have a question about Box’s ability to meet the Web Content Accessibility Guidelines 2.2 (WCAG 2.2) Level AA.  Does Box automatically use AI generation to create alt text on photos stored within Box?  Or do users need to populate keywords and alt text into the metadata of photos?We’re working at our university to comply with federal accessibility requirements, and our IT team is a little concerned we need to suddenly come up with alt text for all the photos within Box. Thanks!

I have had many files shared with me through Box. I just got a new one and it tells me i need to setup my 2 way authentication. But when i go to setup, it’s already enabled. I can access older files but just not the new one .  

cannot not upload file. when I upload file until to 100%, box.com will sent out message "some uploads failed" thanks