A request was made to change ownership of a box account. While co-owners were assigned correctly - the admin/owner was removed as a collaborator and now files cannot be viewed.
Question
Changing ownership
👋 Hi
When an ownership transfer or collaborator removal results in files becoming inaccessible, the issue can be resolved depending on the specific scenario:
-
If the folder owner is still active but accidentally removed the admin or other collaborators, the collaborators will lose access to the folder and its subfolders.
- ✅ Resolution: The folder owner (or a Co-owner with appropriate permissions) must reinvite the removed users back to the folder as collaborators.
-
If the previous owner/admin’s account was deleted and their content was not transferred, all collaborations for those folders are severed, making the files inaccessible to co-owners and collaborators.
- ✅ Resolution: There is a 14-day grace period from the time of deletion during which Box Product Support can recover the deleted user’s content. You must open a support ticket immediately to request recovery of the content and restore the collaborations. If you are unable to submit a ticket, click here.
-
If the primary admin has departed the organization without transferring permissions, preventing administrative control:
- ✅ Resolution: You can open a support ticket with our Product Support team to request an admin password reset link. You will need to provide these:
- email of the current admin
- email of the new admin
- answer security questions (such as credit card details for self-pay accounts) to verify identity and complete the Admin Transfer Protocol.
- ✅ Resolution: You can open a support ticket with our Product Support team to request an admin password reset link. You will need to provide these:
Thanks, and let us know if you have any other concerns.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.