Support Forum

I have a mix of users connecting to Box via an IDP\SAML solution and with “native” Box credentials.  Is it possible to have mutiple “password policies”.  E.G., users connecting via an IDP\SAML solution like Okta would NOT be required to periodically reset their passwords (they would not actually be “entering” a Box username or password), while users logging in with Box usernames and passwords (not via IDP\SAML) would still be required to periodically change their passwords?

Good Afternoon,I have set up an account with Box, and  I am unable to access shared folders. I am sent an invitation, and when I click to accept the invite via email, I am brought to my home page, but the folders are not available. I am told everyone else has been able to connect without any issues. I have tried multiple times as well as they have.  I am not given any error messages.

Since the other day, I have been experiencing a problem where I cannot open BOX Drive from Explorer, even though it is installed.I have uninstalled the software several times, but this has not solved the problem.Is there any way to solve this problem?

The BOX drive has suddenly stopped working since 02/Jun/2025.Other users can use it without any problems.The box drive is no longer available, but I can log in and view the contents of the files in my browser.I have uninstalled and reinstalled the BOX drive application and reset the Windows environment, but the BOX drive remains unopen.How can I make it work again?

Due to health reasons, I had no activity to my previous paid Box account and it got closed for lack of payment from my employer. I created a new account using the same email. The old account was closed within the year. How can I regain access to that account???

Hi support team,After I removed my original 2FA method (SMS), wanted to switch to APP/Email, both of the code I received show as invalid code in your system. And even the SMS method I was original use, turn out to be an invalid code. Might need some help to set up the 2FA for account security. Thanks.

Dear Box,  I am trying to upgrade my plan to the Personal Pro, however, I cannot process the payment.  After I entered all information, I received an error that I need additional verifications.Please advise on how to proceed.  Thank you, Anastasia

im unable to uninstall Box or install a newer version. 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 11 console because it expects this installer: Box.2.43.205.msiI 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  

I tried to save a file that was over the size limit. It wouldn't upload. And all files I tried to save after that one will not upload either. I found the file that was too big in my files app and deleted it. The smaller files still won't upload. I tried re-saving a small file, but it won't upload.

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).  

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?