Support Forum

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.” What can I do to go further?

I need my MFA reset for my account--not this one (I had to create this one to access support), but for my other account. I cannot log in due to not having my MFA device anymore.

I tried to install Box Drive on a 2015 MacBook Pro running on an Intel i7 with MacOS Monterey 12.7.6.  The installation failed (see attached screenshot). It’s not clear to me whether or not Monterey is supported and, additionally, there is a requirement that “Box Sync is not installed”.  I cannot find any guidance on how to uninstall Box Sync.  

Hello,Recently a popup window opened each time I’m using Box and it’s really annoying. How to stop it?I already tried to reload as it’s written but it didn’t work. Thanks in advance 

I am missing several folders and many files from my Box account.

When I sign in, the following message appears. Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue.To tell the truth, I’m the IT administrator in the organization myself, but even if I ask myself how to solve it, I can’t figure anything out😭Of course, I searched for previous cases of similar issues. Previous Case1I Keep receiving this Message: Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue. – Box SupportLog out and log in to the Box website? → Yeeees. But nothing get solved Pleas

I am getting this access issue when I try to access the Box videos for my school.  

Hello,I just used box mobile app to record an hour long interview. I hit save after the interview and now am unable to find it in the box folder. Is there any way to recover this audio?

I just signed up with 3 user Business Account, and I am the only one user but 3 of 3 seats are used and cannot add any user.  and even Managed User tab, there is only one user which is myself.... But goes insight tab, it shows 2 seats remain and 1 managed user.  How can I solve this?

Box drive doesn't sync 294 files. Status files in Box drive is in progress but nothing happens. 

​@community-manager ​- I cannot add/change my email address on my account. It gives me the error: “Oops — that person already has a Box account”even though I deleted the account associated with that email. What do I do? I NEED to change the email on my box account to this other email because the one currently on my account I lost access to.  

How can I permanently Delete my account and not wait for the 120 days? I need my email address to be on boarded onto our corporate Box account.Thank you 

We have a new managed user on our account, they are from our company, but none of the admins or co-admins added them. How can these be added to our account without one of us adding them. I am getting this notification and they are in the list of users in box. I am deleting them because they are not authorized since this is a closed system.

I received an email purporting to be from this site regarding “Box Sync end of life”; is this legit? 

Dear Team， When I open PDF files in the Box web client, the prompt shown in the screenshot often pops up. How can I prevent this prompt from appearing?

Is there a way to create a .pdf document that is uploaded to box, and a user would open this document and this document would have URL links to folders within Box.  With folder permissions setup for the user who is clicking the URL to one of the clicked URL’s folder.  It looks like at the Box preview it doesnt allow you to URL click.  In simple terms I would like to do this “I would like to know is it possible to create a document that has URLS that connect to other folders within my box tenant, or within my folder structure?”

I’ve logged on today to the Box and my master folders containing hundreds of gigabytes worth of video content are missing. The file pathways are still there on my desktop version of the Box but when I right click view on Box.com it says “Oops! We can't seem to find the page you're looking for.” I can’t check file history as the master folder itself has been deleted and I can’t find any of the folders in the bin. Could you please let me know how I can resolve this?

Dear Team, My colleague asked me why she doesn't have the Sign app in her Box web application, while my account does. Both of our account types are Enterprise Plus Governance.Do you know what's going on? How can I enable Sign for her account?

So I found that the only way to enable Dark Mode for Box in a Chrome Browser is to go into Chrome Settings, search for “dark”, and change it to “Enabled”. Interesting enough, mine was set to “Default” which reads its setting from the OS.  As my OS is in dark mode, most websites could tell that I wanted dark mode, but not Box.  I think the Box devs may be checking for this wrong.  In fact I’m not even sure how they are doing this.  There is a CSS check that does this for dark OS’s with chrome at “Default” and/or “Enabled”:@media (prefers-color-scheme: dark) { /* Styles for dark mode */  } I was surprised that nobody has asked about this.  Anyway, hope my tip above helps someone get dark mode working, and I hope this message can get to the Box devs.

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!

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.

Hello I am trying to search the contents of all my files for a specific term but the Box search is only searching folder names and file names, and not searching within the content of the files themselves. This is a critical part of my workflow and one of the main items I need if I switch my company over to Box from OneDrive. Is there a setting I am missing?

I’m trying to add a new email address and set it as the new default, but I’m unable to add any new email addresses. I keep getting “There was an error while trying to add ___ to your account.” (I removed my email address from the message.)

How do i change my email address? I've looked everywhere and it does not give me the option to change primary email;