Support Forum

Hi everyone,I'm hoping someone has run into this after migrating from Box Sync to Box Drive on macOS.EnvironmentmacOS Microsoft 365 / Word / Excel / Outlook for Mac Box Free account Migrated from Box Sync to Box Drive on July 6, 2026What I'm SeeingAfter uninstalling Box Sync and installing Box Drive, Box created:Archived - Box Sync Box Sync (backup) ~/Library/CloudStorage/Box-BoxThe issue is that Microsoft Office still appears to be referencing the old Box Sync data.Evidence Box Drive works correctly Creating a folder in: ~/Library/CloudStorage/Box-Box immediately appears on Box.com. Word can open files from Box-Box Documents stored in Box-Box show up under Word's Recent files list. The path shown in Recent is: Macintosh HD > Users > rs > Library > CloudStorage > Box-Box Office's Box integration appears broken In Word, when I choose Manage Storage Accounts → Box, I receive: "Box for Microsoft Office (Desktop) is currently disabled by your Box administrator."

There was an error getting the shared link for this item.I am co-admin for a box account for my company. Our former employee’s account has been deactivated, and ownership of her files was supposed to be transferred to me. For some reason, she still appears as owner to the files. Since we have deleted her account, now when we try to share folders with clients we get this error: There was an error getting the shared link for this item. Her account no longer shows under our users tab, so I am completely baffled as to how she is still the owner of these files.  Please help! 

I am clicking on the email verification link the second I get it and it says its expired!  Not the best first impression

Where do I go to submit a support ticket  

There seems to have been an update and there is a confirmation window popping up every time I want to quickly copy a shared link on Box Drive.  Is there a way to disable this?  I have looked for an option to disable, but can’t find one.

I set up sync yesterday and everything has synced to my desktop except for the contents of one folder. I don't think it's a size issue as folders larger than this have synced. The folder has 4 subfolders and 3 of the 4 have synced just fine, but it's the 4th that I need and isn't showing up on my desktop. I've tried clicking the unsync button and resyncing and that hasn't worked either 

Hello, trying to view or download the file at the following link to desktop: https://www.box.com/s/twp1om4892xx0d03134f After a few seconds I get an error stating that preview is not available. I click the Download button, but the download never starts.  The only way I’ve been able to view this file is mobile, strangely enough...but it won’t let me download there, either. Any suggestions on how I can get this file downloaded to my desktop?

We are using a free box account to store files for a small, local non-profit.  I am stepping away from the board.  How can we change the main email to someone else?

Hello! I just created a new personal account with Box and signed out with my institutional account. I can sign in to the new account on box.com but I am unable to do so on the Mac App. I keep getting in a loop wherer the app takes me to box.com to sign-in, the web sign-in opens the box app, and then it gives me the same message that I need to sign in on box.com, and so on over and over again. I uninstalled box from mac, downlaoded box rester app and ran it. Both did not work. 

I'm curious what could be causing pending collaboration invites to auto-remove on our enterprise. I've had about two dozen pending invites silently disappear over the last two months, and I can't figure out where it's coming from on our end.A few relevant things:In Admin Console under Content & Sharing → Invited Collaborators Expiration Settings, "Automatically remove invited collaborators" is unchecked and has been for as long as I remember. I haven't changed enterprise settings in months. The admin log shows COLLABORATION_REMOVE events created by user ID 1 with no login, always around 30 days after the original invite.

Since I'm unable to contact anyone at the company, I'd love to rely on the insights and wisdom of the community. I have three users on my company account, I am the admin and I have created a file structure. I would like my other two colleagues to see the exact same file structure when they login. If they make any changes, it would also reflect on the other two people's visibility as well. How do I do that?

We are trying to upgrade our plan and there is a payment error, it asks to verify all fields again or contact support. We tried multiple cards and the same error occurs. Please advise on how we may proceed.

We are sending and receiving files to and from customers via BOX, but some customers have reported that they are unable to log in to BOX.We have received reports from some customers that they are unable to log in to the BOX.If you know how to solve this problem, please let us know.The following is the sequence of events leading up to the screen. Invitation mail is sent when the customer starts using the BOX→The customer sets up registration information from the URL in the invitation mail→When the customer tries to access the BOX login screen to start using the BOX, the screen shown in the attachment is displayed.The screen shows "A confirmation email has been sent," but when we checked with the customer, he said he had not received any BOX email other than the first invitation email.

Hi!I have had access to multiple shared folders for years now and suddenly  I can see their contents anymore. Unfortunately, I do not remember the person’s name who was the admin of that folder, so I cannot get in touch with him. Can you help me with this? Please let me know if you need any additional information (e.g. the folders’ names)!Thank you in advance!

I’m getting a:“The Box account <email> is already linked to another Google account. Log in to <email> and remove the association to continue.”Clicking the “Show Me How” button does nothing but redirect me to a “Page not found” site and I’ve failed to find how else I can settle the matter on hand. I don’t recall ever logging in when I had initially worked for the company, but after taking a break and coming back to work for them it seems that my account from the previous time I’d worked for them was originally already signed up with Box so trying to access on this “new” email has caused an issue.

My account was accessed from another country. I've removed logged in devices, changed my password, and turned on 2FA but want to know if I can find out what files were copied from my Box account and what next steps I should do. I had some financially personal files in there. I've already compiled a to-do list from a personal perspective (such as fraud alerts, flagging my accounts, notifying credit agencies, etc.). I don't have a paid Box account so I can't directly open a support ticket.

It seems this is a hot topic. Most people sort files and folders so they will sort alphabetically or numerically in the list view. How can I set this by default? It can be time-consuming to resort documents every time I open a folder.

Hi,I’ve attempted to set up the required authenticator app for 2FA, the QR scanned and opened in my MS Auth app, but the code that I’m provided keeps returning “invalid code” in the Box environment and I’m unable to complete the setup.  I’ve attempted using a different browser, but I have to use the Microsoft Authenticator. Please provide any possible guidance on how to move forward.  Thanks!

Many companies block access to BOX (perhaps due to corporate loyalty to their own products, BOX license policies that count guest users under the corporate mail headcount, or for security reasons). Is there a way to share a BOX link without requiring guests to register with BOX? For security purposes, it's also possible to limit the availability of the shared link in terms of time or for one-time session usage.

有料プランにしようとすると、   要求の処理中にエラーが発生しました。 お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。   とメッセージがでる。 ・違う会社のカードを試した。・登録を英語で行った いづれも駄目だった。   ------ The following is an automatic translation When trying to get a paid plan,   An error occurred while processing your request. Payment information could not be processed. Please double check that all fields are filled in correctly and try again. If you need assistance, please visit support.box.com.   I get a message that says, "I have a problem with my card. I tried a different company's card.I tried to register in English. All of them did not work. Translated with DeepL.com (free version)

Hello, I am not getting the SMS alerts to authenticate my account.  Please advise who to contact to trouble shoot and correct.   

Good morning, Please can you assist me in allowing our IT support to be a admin on my Box folders? Their domain is outside mine.  Details below:Alchemy Creative Studioshttps://alchemycs.app.box.com/folder/0User: Quinntin Do you need anything else to assist me?  Thank you,Desiree

Across my team, Windows explorer keeps hanging when using box (box drive v2.51.234) during file copy, acces, or even a simple up-level operation. We are using win11 pro with current updates and also have onedrive installed. All I get from event viewer is an Application hang event for windows explorer.