Support Forum

We are in the middle of our CMMC / NIST 800-171 audit and they are requiring a shared responsibility matrix FROM Box.com.   Is there somewhere to download this type of Document.   We are on the FedRamp service but am having trouble finding any documentation on Box.com FedRamp and responsibilities.

My previous intutition used box. I have moved on to another institution. I forgot to export a specific set of files which are now extremely important to my current work, and I no longer can access my previous Box account. 

How do I resend an activation link? I brought on a new team member and invited them to box, but they did not accept the invitation in time and now I can’t see how to re-send them the invite link.

Here’s my story:I sign up on box.com I fill in all information. I go to upgrade page, choose my plan. Your form does not accept any of my BUSINESS debit or credit cards, my VAT number, and other details. I try to contact support, only option is this forum (https://community.box.com/). I try to start a question, you suggest me to contact you via https://www.box.com/pricing page I contact you there, you tell me that I need to contact you on the https://support.box.com/ I go there, it forwards me to the community forum (

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.

Please can anyone tell me what is the meaning of this “There was an error processing your request.Your account needs further verification, please submit a ticket at support.box.com.” Trying to open a new Box account separate from current one and got this message...

現在、BOX環境を共有しておりますが、弊社は会社統合に伴い社名変更およびメールアドレスの変更を実施いたしました。これに伴い、BOXアカウントに登録しているメールアドレスを旧メールアドレスから新メールアドレスへ変更したいと考えております。しかしながら、変更作業前に誤って新メールアドレスをBOXへ新規登録してしまい、その後削除いたしました。再登録について調査したところ、削除後120日間は同一メールアドレスを再利用できない旨の記載を確認しております。会社統合に伴う対応のため、可能であれば早期に新メールアドレスへ変更したく存じます。何か救済措置や対応方法がございましたら、ご教示いただけますと幸いです。

Box says an update is available but every time I attempt to update it says it failed. I have sent logs 15 times and there is no longer an option to open a support case. I am on a Windows 11. This needs fixed or I and thousands of others will move to another service.

This tray icon is messing with the display switching on my laptop, but I can't find an option to remove  (NOT HIDE) the icon/app from the tray entirely. Using the tray icon options in settings togglesspecifically *only* Box to hidden or unbidden; the other apps' options for tray icons toggle between unhidden or disabled. Does anyone else have this issue?

I received a notice that I had been charged for the next month of service, but I had intended to cancel service. Is it possible to cancel now, and receive a refund for the service? I have not used it for over a week 

Hello Box Support Team,I am unable to log in to my free personal Box account due to a Google account association issue. I would like to request either (a) removal of the Google account association so I can log in, or (b) complete deletion of the Box account.## Situation- Password reset via https://app.box.com/reset completes successfully and I receive the reset email.- However, when I attempt to log in (via Google sign-in), I receive the following error:  "We found an issue with your account  The Box account <r***@***.com> is already linked to another Google account.  Log in to <r***@***.com> and remove the association to continue."- The error tells me to log in to my account to remove the association, but I cannot log in in the first place — this is a circular block.- Email/password login is also blocked: entering my email address on the Box login page redirects me to the same error without showing a password fi

The Box Drive migration took all of my files from being held locally to now being on Box.  Also since the migration I am now over my 10 gig limit and cannot use the service properly, when I was not before the migration.  I tried deleting some files but they were not recognized in my storage used.  There are files that were not transferred over in the migration and they are not represented on the website.

morning, i’m having a problem printing a box document on an iphone via the box app.  normally, i would hit the print button and select the wifi printer - i cannot find the print button with the new app updae.

For a long time I have been having frequent issues with not being able to open my local Box files. There is no pattern, and this happend under various Box Drive versions. The most annoying thing is that I submit my logs, then I see the message: “Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.” So I try to create a case, but probably because I am on a free tier, I don’t actually have the option to open a case.I cannot do any work right now!! The only thing that works is restart of my laptop, but then after a while, Box Drive files again stop openinig.  

I was using https://play.google.com/store/search?q=xplorer+manager&c=apps&hl=en_US to access my files but now it gives me errors and white screen comes up and it never moves on an andriod device.  Any ideasTIABob

We have an account that’s set up with Okta SSO, our admin has left the company and left us with no way to access our Box.com account. I’m hoping to get my account elevated to admin so I can take it over.

We have recently encountered an issue where external partners, who have Box accounts and have successfully accessed and edited documents in the past, are now unable to open them and are getting frequent (~30 seconds) error messages that their session has expired. Does anyone know why this is happening or what I can do to troubleshoot/support the external people? 

Hello,I’m in a bit of a catch-22 situation: I’m trying to upgrade from a free Box account because I’m over my storage limit. The checkout flow says: “Your account needs further verification, please submit a ticket at support.box.com,” but when I go to support.box.com I do not see any way to submit a ticket, probably because I’m on the free plan.Can Box verify my account or enable ticket submission?Thanks!

One of my 7 users on my box.com account is never receiving the confirmation email. I am an admin in our org and can search through all of message trace and the email is never being received on our side. I have tested by creating other users and the email from [removed by moderator] does go out. I also tried by using a different email address for her, and also tried deleting and recreating the user within box.com. I saw other posts that suggested a suppression list is the issue and to create a ticket, however I see no other way to create a ticket. Thanks for any guidance.

The destination folder pop up, the one that appears when you move or copy a file to another folder, is VERY slow to populate.  Is anyone else experiencing this? If so, what’s being done to correct the issue?

We have a user who uploaded several pdf files on May 19th.  He went to check them today and the file names have changed to a number and a squiggly line, and another number.  Those were not the name of the files that were uploaded.  How did that change and how can I keep it from happening again?

Dear Helpful members,I have a question regarding users and groups.Initially, I registered the domain name “A.” Later, I needed to change the domain name to “B,” so I deleted domain “A” and registered domain “B.” Currently, only domain “B” is used for managed users, and I understand that any other domain should be treated as an external user domain. However, domain “A” does not appear as an external user domain.Could you advise me on how to resolve this issue?Thank you for your assistance.Best regards, Ken

Our Estimating Department frequently shares links to vendors so they can access bid inquiry folders. Is there a way to get the tracking history of the invitation email sent date, the date the invitation was accepted, and the activity associated with the link? We need to verify that the vendor has received and accessed the link for contractual purposes. I appreciate any guidance provided.

Since Box recently updated when I move a file the locations are now all sorted by “Date” (most recently used) rather than by “Name” (alphabetical) - I understand that I can click on “Name” to have the files sort alphabetically - is there any way to get the default sort back to alphabetic name?I have tried going to All Files, sorting by name, but no mater what I do the sort goes back to dateAny help is appreciatedThanks