Support Forum

Recently, I have experienced an issue where every Excel workbook I open from Box Drive will open with the message “This file has been moved. We recommend saving it now to finish moving it.”Some things to know:It only happens with Excel files, nothing else. The files have not been moved as their location, name, and last modified dates all reflect that which is in Box Online. Uninstalling and reinstalling Box Drive does not fix it Repairing Office does not fix itI have heard of other users having a similar issue but have not seen a resolution from Box yet regarding this.

How do I unlock a file that says, "this file is being edited with box for office for web"? It says I'm the one who has it open, but I don't anymore. I've closed all instances of Box and restarted my computer

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

Hi there! I have a Box AI Agent created to answer HR questions.  I have a Box Hub with our public HR documents.  I only want my users to use this HR Agent with this HR Hub with no other options available to the user. How can I configure that?

When I try to upgrade my plan it shows like belowAn error occurred while processing your request.Your account requires further verification. Please submit a support ticket at support.box.com.

[日本語]こんにちは。フォルダ所有権を別ユーザーへ移動しようとしたところ、以下のエラーメッセージが表示され、処理が実行できませんでした。"移動しようとしている項目のさいずが、この処理の現在の上限を超えています。 項目数を減らしてやり直すか、サポートケースを発行してサポートを依頼して下さい。"ただ、この「サポートケースを発行して」という案内に従おうとしても、  管理コンソール内にサポートケースを作成するメニューが見つかりません。状況を簡単にまとめると次の通りです。- 所有権を移したいフォルダは約10TBで、アイテム数が非常に多い- 元の所有者（User A）はすでに Admin から Member に降格済み    （Synology Cloud Sync 用アカウントのため）- 現在の Admin は User B- UI 上では共同作業者権限変更や所有権移転ができない- 画面上には「サポートケースを発行して」と出るが、どこから作ればよいのか不明質問です：**このエラーメッセージが出た場合、  Box のどこからサポートケースを作成すればよいのでしょうか？  （コミュニティ投稿以外に、正式な窓口が存在するのでしょうか？）**もし同様の経験がある方、または正しい手順をご存じの方がいれば、  ご教示いただけると助かります。よろしくお願いします。（この文章はchatGPTで作成しました） [English]Hello,When I tried to transfer ownership of a folder to another user,  I received the following error message and the operation could not proceed:"The item you're trying to move exceeds our current item limit f

Colleague added me as a co-owner to the folder.My collaboration setting is set to auto accept.I did not receive any collaboration email. Not filtered by spam.

Hi, I have received a folder with ~2000 files. The size is huge in total. When trying to download, I got an error of exceeding download size. I can't download one by one. I wonder how I can make the download? Thanks. Best

I would like to download files from a Box I am invited to, from a linux command line. How should I proceed ?

Unable to Upgrade from individual to Business Plus… All data correct and still information to contact support while I just opened free account to check box. I’m done with another cloud. And looking for something new. 

I am getting this message from my Finder installation.  I can see at one point my files were synced.. May 2025.  When I go to finder it takes me to Box login, I provide credentials, then this appears...

Hello everyone,My colleague is encountering issues despite being added as a collaborator to a Box folder.They are not receiving invitation emails. Since no invitation email was received, they signed up by registering their account information via this link: https://account.box.com/signup/personal#q63ft They are not receiving a confirmation email after signing up. In the collaborator list, their account status appears as "Pending." Our mail server is not blocking Box email domains.We require assistance from the support team.Best regards,

Hello,I lost my mobile phone used to receive two-step verification codes and cannot log in.I would like to request that two-step verification be disabled.

Hi! Can you share steps on how to receive a copy of the SOC 2 report for our Vendor Management team’s review? We’re currently using a free account, but looking to move to a paid plan. I tried to check with Box Support, but was directed to Community Support for help. Thank you!

Trying to set up 2FA using an authenticator app. I’ve scanned the code and used the code show to generate the code, but the site doesn’t accept the generated 6-digit code. I’ve deleted it and re-tried several times with the same result. Using 1Password as the authenticator app.

I don’t understand why I can’t do anything in Box.  The web opens but I can’t delete or create files or folders.  I thought maybe I needed to delete some stuff to get it to work but I can’t.  Just an error message that Box had trouble completing my request.

We have been receiving emails as shown below that includes a phishing links. How can we report this without needing to login? Can we report it via email? 

Hello, We need to add an additional domain to the account.  Can someone assist?

Hi,  We have set up all our folders with metadata cascade policies, as we would like any files that are added to these folders to automatically be assigned the relevant metadata. However, we have noticed that when copying files from elsewhere in Box, any existing metadata on the file is not overwritten by the metadata policies assigned to the folder that the file is moved to.  We are using the API to set up the metadata cascade policies. Is there any way to ensure that any file moved into a folder with a metadata policy assigned to it automatically has any existing metadata overwritten with the new metadata as per the new folder's metadata policy?    Thanks for your help. 

Hello, I have provided a link in my esignature and selected “people with the link” can open and view; however, a customer advised that the link is not opening and they are being prompted to either Login or Sign up for a fee. Can someone please advise why this is happening and how to fix the issue? Belo is a screenshot of my current settings for the link: 

STORAGE FULL, BUT IT ISN'T

I can't delete files. The trash icon doesn't appear in the top right corner of the screen.  

The following emails are unable to receive any invitations or password reset requests from BOX. All trash & spam filters have been checked. It is assumed they landed on the Suppression List: [removed by moderator] ; [removed by moderator] Thank you!

Hi, I need to migrate existing Box content to Sharepoint and plan to use the sharepoint migratioton tool - but want to check all files stay in Box before doing so - ie: they are copied not moved. Can you please confirm. Thanks.