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Can't access shared folder

  • May 27, 2025
  • 1 reply
  • 22 views
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After multiple attempts and upgrading my account, I still can not access a shared link sent by a large enterprise client of Box. I have received multiple invitations to collaborate, share links, and they have worked with their internal IT teams. 

"Oops! We can't seem to find the page you're looking for."

^^ This is the unhelpful message my whole team gets. I need to submit a support case to give you the details.

    1 reply

    C
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    Hi Scott, 

    Welcome to Box Community and glad to assist!

    If you are having trouble accessing a file or folder that has been shared with you, verify that you are signed in to the same Box account that the collaboration invite was sent to.
    1. A user's box account email address is: janedoe@domain.com.
    2. Their email inbox is signed into jdoe@domain.com.
    3. They are invited to a folder using the email janedoe@domain.com and accept the invite from their inbox.
    4. They will receive the error below in their Box account

    To rectify this, please follow the steps below:

    1. Confirm which email the invitation is being sent to.

    2. Check which email address your Box account is associated to. To do so, go to your Box account, click on your name on the top right hand side, then navigate to "Account Settings."

    3. Make sure the email address the invitation was sent to matches the email in your account settings.

    4. If they do not match, have the invitation sent to the email associated with the Box account.

    If the emails match up and you still get this error message for items you are invited to collaborate in, please open a case with our User Services team.
     
    Note: Please ensure that all collaborations are sent to your primary Box email address and not to your secondary email address if you have one tied to your account. This can also cause the issue above to occur.
     
    Thanks for posting!
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