Support Forum

I’ve previously had access to a shared folder. The owner of the folder has told me that Box access drops after a certain amount of time has passed. The owner has regranted me access but when I log in the account is empty. A colleague has said that permission is ‘pending’. The owner has tried to revoke my access and grant it again, but it’s still empty.  Can someone please help? Thanks, Henrik

Hi there, I keep getting a random vague error message saying that Box is experiencing issues and then requests I send logs.  When I attempt to do that, it prompts me to create a ticket.  I follow the steps and there are no specific instructions on how to contact support nor create a ticket. I have tried to reset and reinstall box, but the issue keeps happening.  I cannot work off the online version as I have a high quality of files to move and edit  I really need this resolved immediately.  It’s been three - four days of this and I’m beyond frustrated as it is prolonging my ability to work.

“The file or folder has deleted or can’t be used.” error message comes out even the file has been shared recently.

Hi, I was recently added as an admin of my company, and all files then transferred to my box. Some files are disappearing in the folder for one. Two, I am now a co owner of everything but I am not able to do any sorting of the files, as it comes up with this message: You cannot move this folder because either this folder or the destination folder is locked by another operation. Is anyone able to help? Thank you!

We upgraded from a free account to a Business account three business days ago, but we still can't access most of our files and folders. This is disrupting our work, and it's been very difficult to reach your support team.We also need clarification on external sharing. Our clients can no longer access our shared links. Do external users need a paid seat to access shared files and folders? If so, the free account seems to provide a better sharing experience for our needs.Please provide an update on both issues as soon as possible.

Hi Team. one of my colleagues has some problem with IBM Box access. She received an invitation email but cannot access with her ID: <removed personal information> Are you able to check her account ? or optional send her a second invitation on this email adress ? She also tried to select “forgot password” option, but she never received an email that her PW was set back. 

My account shows "account storage limit reached." I deleted many items and emptied the trash, but my storage hasn't changed.

Our HQ states they have been sending me an access invitation, but I am not receiving it in my email. I have checked my spam folder, it is not there. I have received other Box emails. (For example, I changed my password, and received that email quickly enough). I don’t recall if I “confirmed” my email when I created the account, but I can’t find anything telling me how I can check that. I can’t find anything online that has helped, nor can I find anyway to talk to a live person. I don’t have another email to create a different account. Can someone please help? 

I accidentally deleted a file in Box Drive, but when I log onto the Box website, it doesn’t show anything in the trash. How do I restore the file?

Salesforce Experience Cloud users receive ‘invalid_grant’ during Box Preview while logging in as customer community plus licensed user  Current Status:- Internal Salesforce users can preview files successfully.- Customer Community Plus users cannot preview files.- Box App is Authorized and Enabled.- Generate User Access Tokens is enabled.- Make API calls using the as-user header was enabled and saved.- Required file and folder scopes are enabled.- Box service account owns the content.- External collaboration is enabled.

For Box Relay, there is a Scheduled Event trigger which can be parametrized into days or weeks. But there is no way to specify the hour.  At what hour does any scheduled event run?  

IndividualからPersonal proへのアップグレードができません。 クレジット決済の情報を入力して、アップグレードのボタンをクリックすると、以下のエラーメッセージが表示されます。 どうすれば、アップグレードできるかのサポートをお願いします。   リクエスト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が正しく入力されていることを再確認して再試行するか、support.box.comにアクセスしてさらにサポートを受けてください。

The email domain for our email addresses at work has changed. I need to change the email address for my Box account. I have followed the other posts that tell you to go to your Account Settings, but there is no option to change my email address. I have an Individual Account, so the Admin Console route is not applicable.

How do I change the account email address on my Box account? I’m on the free version but my email is soon being deactivated since I’ll be changing jobs.How do I change the email address on the account?

Hello, I have used Box for several years. Unfortunately, I have run into issues this past week which is making it hard to work on Box Drive. Today, I got the following 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. I have uninstalled Box Drive and kindly ask for your help. I need to have it installed properly and have it up and running. 

advised that Box did not update when installing OS update;  I've sent logs and was redirected to the community forum to create a support case.  What happens next, as I don't seem to have created anything!!

I am stuck in a password reset loop. I go to set a new password, it asks for my old password, I say send link to reset password, but it still wants an old password. It will not let me set a new password.

Using on Win 11 and got a email on sunsetting Box Sync and migrated to Drive. However now the old folders are only on cloud and not local drive and can not see option to make available offline.Checked win 11 context menu and “show more options”  too with no success The new mounted Box folder is on C Drive while it should have been on I drive. How to sort this out by reinstalling?

I only have the free Box Individual plan, but some of my files were recently randomly archived, which I did not request. Box Archive is supposedly only for Enterprise users.What’s going on and how do I prevent such Archives in the future?

you cannot copy this item to the target destination because it leads to escalation of your privilege.

Hello,I'd like to report an issue with folder collaborator permissions and get some guidance.Issue 1: Duplicate collaborator entries for the same userOn one of our folders, the same user (same email address) appeared twice in the Collaborators list simultaneously — once as Owner and once as Co-owner. This should not normally be possible, since each user should only have a single permission level per folder. Could you help us understand how this duplicate state occurred, and whether it indicates an underlying account or sync issue?Issue 2: Access completely lost instead of downgraded to Editor after ownership transferAccording to Box's own documentation, when a folder owner transfers ownership to another collaborator, the previous owner should automatically be downgraded to Editor, not lose access entirely.However, in our case, after changing the owner to another collaborator, the previous owner (the same user with the duplicate Owner/Co-owner entries described above) was completely rem

Box will not update nor detect the new version to update on my computer, and is stuck in the legacy architecture, limiting my use of the app.I’ve tried reinstalling, repairing, login off and in, cleaned registry, nothing works. Tried on a different computer and today it ended updating, but my work PC still is stuck on legacy 2.52.315Running on Windows 11, all my other colleagues had no issue once updating to 2.53 

I want to sync my user desktop folder to box cloud. I have setup Box Sync to achieve this. After switching to Box Drive, I was not able to do this becasue the Box Drive removes the directory in C:\Users\%username%\Box as soon as Box Drive is closed. Is there any other method to sync my desktop folder to the cloud using Box Drive?