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After upgrading, some of my files have disappeared.

  • June 29, 2025
  • 5 replies
  • 199 views
M

I upgraded and some of my files are gone. How can I get them back? I don't have a backup so I'm in big trouble.

Best answer by Rona Box

Hi ​@masanori kawaguchi, 

Welcome to Box Community, and we’d love to assist! 

 

Essentially, your files wasn't deleted instead what you have experienced is part of your Box upgrade. Since your account type has transitioned your contents will be inaccessible and it may take up to 24-hours. If it has taken longer than the expected ETA, please let us know.

 

Thanks for posting, and we look forward to your reply! 

      5 replies

      Rona Box
      • Rona Box
      • Community Manager
      • Answer
      • June 30, 2025

      Hi ​@masanori kawaguchi, 

      Welcome to Box Community, and we’d love to assist! 

       

      Essentially, your files wasn't deleted instead what you have experienced is part of your Box upgrade. Since your account type has transitioned your contents will be inaccessible and it may take up to 24-hours. If it has taken longer than the expected ETA, please let us know.

       

      Thanks for posting, and we look forward to your reply! 

        L
        • laeic
        • New Member
        • September 30, 2025

        Hello.  I upgraded from personal plan to Enterprise and all of my files and folders have disappeared.  It's been 24 hours

          Rona Box
          • Rona Box
          • Community Manager
          • October 1, 2025

          Hi ​@laeic, 

          Welcome to Box Community, and I moved your post to this related topic, please join our discussion!

           

          After your upgrade, your files may be inaccessible during transition.  Are your files still missing at this time? 

          We look forward to your reply, 

           

            M
            • Mike B
            • New Member
            • June 9, 2026

            Need help. I just upgraded my account and now all my files are gone. 

              Jey Bueno Box
              • Jey Bueno Box
              • Community Manager
              • June 10, 2026

              Hi ​@Mike B, welcome to the Box Community! I've moved your post to this relevant topic.


              Your files will remain intact on the account. However, during the transition to a new account type, your content may not appear immediately and may be temporarily inaccessible while the migration is being processed.


              The transition time can vary depending on the volume of content saved on the account.


              If your files are still inaccessible after 48 hours, please submit a ticket with Product Support so the issue can be investigated further. If you're unable to sign in or don't yet see the option to open a support case, please click here.


              Please let us know if you have any additional questions.

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