Client I've shared a folder with says they have uploaded a document but it's not showing.

Hi Matt, 

Welcome to the Box Community, I'm happy to help!

You want to make sure that your clients are actually uploading the files in your folder and not anywhere else. We typically see this as user error for first time Box users, they would upload in the "All files" page when they should be navigating to get inside your shared folder and upload there.

Would you mind asking your clients for a screenshot of their upload just to confirm this?

Best regards,

What if I've provided them with the direct link to the folder?

Hi Matt, 

Direct links is available only for individual files, and is unavailable for folders, and using shared links only give others view or read-only access to a content, this feature doesn't allow others to upload in a folder.

You need to Invite users to collaborate in a folder or use a feature such as Box File Request (available to any paid Box subscription) in order to collect items/ have them upload items into your folder.

Check out the following articles to learn more about the difference between 'collaboration' and 'shared links' and using File request feature:

• https://support.box.com/hc/en-us/articles/360044196073-Collaboration-Frequently-Asked-Questions
• https://support.box.com/hc/en-us/articles/360045304813-Using-File-Request-to-get-Content-from-Anyone 

Hope this information helps! If you have any questions, please let us know and we will do our best to help you.

Regards,

I did invite the person as a collaborator first.  Is there a number or forum where I can get technical support?