Support Forum

I haven an Enterprise account and need the Custom Terms of Service capability enabled on my account. 

Working on a mac (Apple M1 Pro, 2021, macOS 14.5) and switched from Box Sync to Box Drive a week ago by following the step-by-step installation guide. I have a whole host of folders in finder that now appear as “empty” without their associated files. Additionally, I have a whole list of “greyed-out” folders with the name “.tmp.drivedownload” in the finder. Are these two observations related? How can i get the files back? I can still find the files if, for example, I open an application (word, powerpoint) and select them from “recents”. When I do that and look at the properties of the file, the location is listed as: “/Users/mynamehere/Library/CloudStorage/Box-Box/Name/Name X Lab/Presentations”. 

Hello,I switched from Box Sync to Box Drive in September 2026. Since the last update to v2.56 Box Drive asks at every launch of my MacBook Pro 15 2018 with Sequoia 15.8.2 to uninstall Box Sync. Obviously this fails because Box Sync has already been uninstalled.It re-displays the error message on https://docs.box.com/en/box-drive/getting-started-with-box-drive/uninstalling-box-sync-using-box-drive where I’m asked “Please open a support ticket if this happens.” But nowhere I can find how to do this.I also checked https://docs.box.com/en/box-sync/using-box-sync/uninstalling-box-sync-manually and nothing from that is left on my machine. And before the last update, Box Drive did not ask to uninstall Box Sync.So how to open a support ticket and how to get rid of this annoying bug?Thanks and best regards Markus

Hi, we've successfully verified our domain, but there's a 14-day waiting period before users can be enrolled as Managers. Is there any way to speed up or bypass this waiting period? We need to assign Manager privileges as soon as possible.Thanks for your help!

Our company has many jobs running at the same time.  Some of the files are 30+ gb large so it is to our benefit to make them available offline.  The jobs themselves may take a few years to complete.  Some people are finding their disk space is getting very low due to the amount of files they have made available offline.  Is there a way to list all the files that user has made available offline so that they can free up disk space?

Hello everyone. I currently am in a situation where I have a server or drive stores and it a goal to move many of my team members over to Box as a medium to long term solution with the benefit of sharing content with external users and member outside my organization. Often, I have to true up our server to the Box hosted materials and in the past with other services, I used Beyond Compare version 5+ and licensed to complete this task. The tool loads my Box shares and does compare or attempts to compare against my data stores. However, the desktop tool will crash or disconnect from Box when the comparison tool either reaches a theoretical limit on inquires or time. I cannot determine which one it is. I will tell Beyond Compare sync to Box (Drive to Box desktop), so it pushes the content to the cloud. If it goes slow, and in chunks I usually get a long list of folders and files and the tool will copy to the temp doc's folder, and then auto sync at its own pace. But If attempt to compare l

Hi, I am unable to add a user because it says they already have a freemium account. She said she has deleted that account but I am still getting the same error.  Payment button keeps loading. 

Help -- A critical Folder went missing this morning after adding a file to a folder within the main folder. The folder is not found in the Trash Bin of any of our Users -- including mine -- and we can’t find it hidden within another folder. We’re on deadline and don’t have time to recreate all of the files. Please advise on what options we have to find or recover the missing folder. Thanks.

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I am using the software Everything from Void Tools to make search in all the available files I have access to from my computer. The index is made correctly for the folders attached to my computer on internet explorer. Unfortunately, the index is not made on the folders located on Box.What should I set on my computer to allow this index to be updated?Thank you in advance for any support Gilles

I am the primary admin of a Box Business account.We would like to cancel our Business plan and continue using Box on the free plan.Before cancelling, we want to remove our managed users (2 users, including myself) from the enterprise and convert them to free individual accounts, keeping their existing accounts and files.I could not find an option for this in the Admin Console, and the support page does not show a ticket submission form for us. Could you please open a support case on our behalf?Please note that I have not yet clicked "Cancel Account" in the Admin Console.I will share our account details by email once the case has been created.

I need help opening a support ticket. When I go to the support page, there is no place for me to input my issue. I cannot find an email for support or a contact number to help assist with this. Where can I open a support ticket?

I keep trying to upgrade my account to pro, but I get a payment processing error that says further account verification is needed and I should submit a support ticket. But there is no option to create a ticket at box.support.com 

I’m using the Push File to Box flow action. The action succeeds and the file is added but I get an error in the response and the boxFileId (which i need later in the flow) is coming back null. Is this a bug or can I do something else to parse the syncResponse?syncResponse ((Error rendering: box.PartnerSyncResponse))errorMessage (null)boxFileId (null)isSuccess (true) 

I'm not sure how I'm being charged $66 per month for the last three months.  I did not intend to sign up for a plan, only join a work team's plan.  Please refund ALL payments as I clearly have not used this platform for my personal storage.  Thank you. 

Hi everyone,​I am an admin trying to add a new user to our Box account via the Admin Console, but the system prevents the invitation with the following error:​"Unable to invite user that belongs to a different company"​From what I understand, this typically happens when the user's email address is already registered under another Box instance or enterprise organization.​Could anyone clarify what the recommended process is to resolve this? Specifically:​1. Does the admin of the user's previous or existing organization need to delete or convert the account to an individual/free account first?​2. If the user only has an existing free personal account tied to that corporate domain, what steps do they need to take on their end to allow us to invite them into our enterprise account?​3. In case we need urgent collaboration while waiting for this to clear up, will inviting them directly as an external collaborator to specific folders work without triggering this block?​Any guidance or step-by-

Hey Everyone, We’re a small fiscally sponsored organization that recently migrated our google drive to Box through the advisement of our fiscal sponsor and with the support of our fiscal sponsor’s IT partner. There’s been a few issues that have since come-up post-migration: We noticed a high volume of organizational files and folders owned by former staff and/or external users with personal accounts. These files and folders did not migrate over to Box.  Organizational files that were owned by our staff members but saved in a parent folder owned by external users with personal accounts. These files did not migrate over to Box  For our organizational files that did migrate over to Box, the file format/layout changed significantly impacting staff’s ability to move efficiently. Our organizational staff’s google drive access is currently set to read-only so they don’t have access to edit their files directly, but google drive is still active and those files are available until we completely

A user on an Enterprise Plan needs to be migrated to a new Business Plan as a result of a company spin-out needing it’s own resources. What is the best way to ensure that the user retains ownership of all their files and folders, as well as retaining all sharing and permissions with external users?

Hello, there ! I hear that one of our colleagues email address < [removed by moderator] She can not receive BOX registration email from now on.Please unblock if this mail account was designated as spam email account. I really appreciate for your support.

Box is working for about 5 or 6 years now. About two years ago I updated to Win11 from Win10, but this has been no problem for the functionality of Box. But now, starting three days ago, I receive the error message of an unsuccessful update to the new version, when firing up my computer. I have not made any changes to the system, that I would be aware of.Even starting the freshly downloaded  msi file does not work. When I click it, only a message appears “Please wait while Windows configures Box.” But then it closes and nothing further happens.Are there already any ideas, what can be the reason? Since I’m a free account user, it seems, I’m not able to open an official ticket for the issue.Any help appreciated! Thanks!

Hi, with the new Box format, I cannot upload my files. All the files are small 2-5 MB. The upload starts but stops at a random number of uploads.The are 300 files and it usually stops in the range of 600 uploads completed. Never seen a company that does not offer help directly. Please help.  

 Does anyone get actual solutions with Box.com with this problem? DROPBOX.COM seems to be a much better platform and support.A couple weeks ago, I was accessing my box.com account with my normal login email address and normal password that I’ve used for 10 years while I was traveling in Pennsylvania. Instead of accessing the account, I got a notice of a six digit passcode number sent to my email address. I’ve been unable to access that email address for over three years. Therefore I cannot retrieve the six digit code and I’m locked out of my account. Box.com has my information but I cannot access it. I need access to my files!!!My box.com login email address is <removed personal information>. I can also provide my password to the help team. I want to open my account and then I can change my box.com account email to one that is still available to me.Box.com “help” named Manny insisted that they cannot help other than sending a new password to the account that I can’t access. That