Support Forum

I upgraded today and I saw the message, “files may not be available”.  Now they are not showing up.  Where did they go and when will they show up in my account?

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?

My logs have been sent successfully and I need to create a support case.

I'm a co-owner of a box that I had full access to two days ago. Nothing has changed since then but when I try to access the box, I get the message 'Your access to this content is restricted due to a security policy'. Does anyone know how to solve this to give access?

Dear all, When we upload folders (1-2 GB in size), sometimes it randomly stuck on one file at 100%. When we try upload again, sometimes it upload all files successfully, sometimes it stuck again on another file. We figured out, that if we cancel upload on some other file in queue (because we cannot cancel file that is stuck on 100%), it keeps uploading rest of files regulalry. This is of course not the solution for us. We tried all things mentioned in troubleshooting, and didn't find the solution. Please provide us solution for this, it's looks like some kind of bug.

当該アカウントのBox Verified Enterpriseの申請手続きをお願いいたします。We would appreciate it if you could initiate the application process for Box Verified Enterprise (BVE) for the account in question.

As the title says, we are getting these alerts but upon inspection we are unable to locate any files that are going to be expired.We’ve had these alerts in the past and were able to successfully locate and extend the folders and files as they had a symbol on their row saying it is set to expire, but in this case there are no icon/indication of these files are set to delete despite receiving this alert last week and a follow up to it this week.Would appreciate any feedback asap as we have some files that are set to be expired in a week or perhaps even sooner.

I'm trying to report a Box Drive issue (duplicate local sync folders) but can't get past the case-submission form. It's sending my verification email to [removed by moderator] — an address I don't own or have access to. This isn't a caching or browser issue; I've confirmed it happens across multiple browsers and devices. It looks like there's a stale/deleted account record tied to my email on the Zendesk-backed support system. Could someone look into this and either fix that record or open a case for me directly? My real account email is [removed by moderator]

Hi I have been using Box for a long times, but I don't know why my account was signed out and when I signed in again, I lost all of the files that I uploaded. Although I find the them in trash there were nothing. Please help me to get them back.

The Box file "Larson Jumpstart Resource Engagement 02-12-2026.xlsx" is locked. The Unlock option appears in Box but is disabled for me, even though I am a co-owner of the folder. Please identify the lock owner or checkout owner and remove the lock so collaborators can edit the workbook. The icon at the top of the folder shows that the file above is being edited with BOX for Microsoft 365. I have multiple users inputting information in this same file and they need access to it. Any assistance would be helpful.

My team is trying to upload image files (.jpeg) into one of our folders in Box. The files upload; however, when we go to open or download them, they are showing up as empty files. Is Box eating our image files?

HelloI have recently set up a new user, but they are not receiving any emails from Box, including activation, verification or password reset emails.Our IT team has checked our email environment and confirmed that no emails from Box are being blocked, filtered or quarantined, and the Box domain is already whitelisted.Could you please advise on a solution please?Thank you.

I emptied the recycle bin permanently, but the storage capacity shows no reduction. Since there were many large files storage capacity should have been freed up significantly. Can you help with this?  

Dear Box.com:  After deleting a lot of files in my account (and from the trash bin) my available free storage space remains stuck in 9.8G. Could you please check my account to see what is wrong with it? Regards,ZerbiniWeb.

After getting storage limit error messages, I deletes a ton of files and restarted Box and the computer but the error messages still appear and I cannot save new files. This is severely impeding my work process. According to the posts I’ve been able to find, this seems like a problem Box has not been able to address. Does anyone have any clue how to fix this problem? Or how to get the attention of someone at Box to to address this very important problem? Thanks,Laviesibelle

Upgrade issue: Your account needs further verificationEvery time I try and upgrade my account it says I need to verify my account but rovides no way to verify.

Well, again, Box.Com has made an update that is not useful. Yes, you may be able to reply back to someone without having to @ them again, but no longer makes it possible to copy everything you may need to past into another file to reference back to each other. Way to go Box!

I am missing multiple files, files that I have created and others that were shared via box. Need help to either restore or regain access to these as they are very sensitive.

No offense but I paid for business service, where is my business support, or are you really telling me they expect businesses to get support from the community like a consumer? Why dont i have an option for a real support ticket on here? I pay $45 a month is that not worth your time? No real business class support ticket system that doesnt broadcast my issue to the public internet like a chump?

i would like to know is there anyway that i can retrieve deleted files from empty trash? It seems like someone from my collaborator has been accidentally deleted the shared files. 

Hi Box users.  I am tech support for a company and have a user who needs to get into their older account to receive shared box content from a client.  We can log into their older account (which the email address is an alias for our company at the juncture) and access their profile.  When we try to add their current email address it says not a valid email address.  As the shares from the client are coming to his new email address, clicking on the link in his emails only takes him to his older box email with no sign of the new client content.  I really feel like all we need to do is change his primary box account to his current email, but again, it says it is invalid.  Please help!

I used the instructions on this page to configure the default Box Drive folder location on my Windows PC to a non standard location on my hard drive.  I set the folder in question to be available offline, saved a simple text file in the folder, waited for Box Drive to sync that file to my account, and logged out of Box Drive on my PC.  The folder disappeared entirely from Windows Explorer.  That’s NOT what’s supposed to happen if a folder is available offline.  This appears to be a defect in Box Drive and needs to be corrected immediately as this is a fundamental operation of the application.  I don’t know how to email Box support directly so this is my best bet at the moment to reach the right people.

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?