Support Forum

How can I restrict Box WebApp from mobile devices (and not from Windows machines)?We tried following the article below, but access is still granted. We also have SSO enabled for the Box tenancy.Extending Device Trust WebApp restrictions for mobile devices – Box Support

I am trying to download a file that I have signed, and getting erros in Firefox, Chrome and Chrome mobile{    "statusCode": 400,    "error": "Bad Request",    "message": "Request failed with status code 400"}

I began getting this error after my laptop shut down due to a faulty battery.I cannot rename the appdata folder as it says the folder is in use.I’ve removed box, rebooted and installed a fresh downloaded copy, still getting the same error. 

I accidentally increased the number of licenses on my Box Business account, and I have already received an invoice reflecting this change.I would like to urgently reduce the number of licenses and request a review and correction of the invoice.I have already contacted support by emailing [removed by moderator] . Could you please let me know how long it usually takes to receive a response regarding billing inquiries like this?

I no longer have access to the e-mail count originally used to set up my account. Is it possible to set up a new account and access or transfer all of my files 

I am writing to request the cancellation of my Box subscription.I recently signed up for a free trial, but it seems the account was automatically activated and moved to a paid subscription without my intention. I would like to cancel this subscription and, if any charges have already been processed, I kindly request a full refund.Could you please assist me with the cancellation process?Thank you for your help.

Is there a way to change the expiration date on the shared links? I followed these steps:Located the file/ folder, clicked the Share option, then clicked Link Settings. The Shared Link Settings window opens. Under Link Expiration where Disable Shared Link is enabled, I clicked the calendar icon but it’s greyed out and I cannot change the date.Is there something else I can do or is this something that my IT department will have to resolve?

I cannot sign to my account.  When I ask to reset the password, I never receive an e-mail to reset it.

I tried three times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

I think my storage needs to be reset. I deleted files but still show 87GB out of 100GB used . Other times this has happened, support had to run a script to correct problem.

A couple days ago I enabled Box Sign but it still won't work. How long does it usually take to activate?

I have a Box.com account that I use regularly with a NAS.I need to access the website www.box.com. I entered my user ID and password, but when I am asked for the 6 digits from the Google Authenticator App, I enter the 6 numbers and get an error. In 2025, I was able to access the website www.box.com normally.How can I access the website again?The user ID I need to log in with is not the one I am using to ask this question, because I cannot even request support with my main user ID.Thank you for your help.

There's no ability to tag/mention people in Office apps comments with the @ symbol, rendering them basically useless. Very disappointing such a critical feature is simply non existent, especially touting all the co-authoring features during the sales pitch. This will make box adoption much harder, people will keep using sharepoint... Are there plans to address this? 

Hello, I have a free account but need more space to upload galleries and documents. I have tried several times to purchase a plan, but after filling in the screen with all the payment details, the procedure freezes when I submit it. I get an error message and am told to contact support.  I see that it is not possible to send a ticket but only to communicate with the community. Is this because the account is free or also for paid plans? For the purchase, I enter the details of a debit card, not a credit card. Could that be the problem? Do you only require credit cards?You also ask for company details. Do you have to be a company to purchase a plan?I tried entering my VAT number as I am a freelancer, but it didn't work either.I look forward to your kind assistance.Thank you!Barbara

Good morning, I have a free account but need more space to upload galleries and documents. I have tried several times to purchase a plan, but after filling in the screen with all the payment details, the procedure freezes when I submit it. I get an error message and am told to contact support.  I see that it is not possible to send a ticket but only to communicate with the community. Is this because the account is free or also for paid plans? For the purchase, I enter the details of a debit card, not a credit card. Could that be the problem? Do you only require credit cards?You also ask for company details. Do you have to be a company to purchase a plan?I tried entering my VAT number as I am a freelancer, but it didn't work either.I look forward to your kind assistance.Thank you!Barbara

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.

Businessプランに入っているのですが、無料プランへのダウングレードをしたいです。他のクライアントのゲストで参加しているので、アカウントはそのまま継続したいです。----- I am in the Business plan, but I would like to downgrade to the free plan. I'm attending as a guest of another client, so I want to keep my account as it is.

I hope Box company starts looking more closely at Linux.It’s 2026! It’s about time.

I just switched from a Free Account to a Paid Subscription and now all my exisitng files are missing.

When storing my excel spreadsheets in BOX drive, How do you link a cell in Excel from one spreadsheet to another excel spreadsheet? When storing my excel spreadsheets in BOX drive, I would like to reference cells from other spreadsheets, how do I go about doing that?Creating a shared link - leads me straight to the file, but I just want to link to an external cell.

Hello, I have a (free) Box account. I just installed the Box Drive desktop app (on Windows 10), and I'm seriously underwhelmed. All I get is an ordinary Explorer window, representing a mounted volume (according to the details view), that is nowhere else to be found in the file system or elsewhere in Explorer. (I know the local files are in a folder inside the user profile, but that's not the same.)There is no drive letter (although a mounted volume might well have one).There is no online-only/offline choice. There are no overlay (status) icons. There is no configurable sync folder location to be found.All of those (sans the drive letter) are mentioned in Box support docs, but nowhere to be found in the installed software here.Preferences are extremely limited. This is all that can be configured:  O

I get a box drive installation error. I don't know the cause, so please let me know.

I accidentally selected “New folder with “Hebert”” in the box sync folder “Tenants” and it deleted all files of the folder. Undoing the action did not restore the files. Interestingly, when I log into box online the “Tenants” folder has 50 files, but when I open it none show. How do I restore the folder and its files?

Dear Box Support Team,Thank you for your response and for taking the time to review my case. I fully understand and respect Box’s responsibility to comply with U.S. laws and ensure a safe environment for all users.However, I would like to kindly clarify that I have never stored, shared, or uploaded any illegal or prohibited content on my account. My use of Box has always been legitimate and consistent with the Terms of Service.It’s possible that this situation may have resulted from a misunderstanding or a system error following my recent reinstallation of the Box application. I sincerely ask if you could please re-evaluate my account or provide more information regarding the specific content or activity that led to its deactivation.I truly value Box as a secure and reliable platform and would be very grateful for your understanding and assistance in resolving this issue.Thank you once again for your time and support.Warm regards,