Hello,
I'd like to report an issue with folder collaborator permissions and get some guidance.
Issue 1: Duplicate collaborator entries for the same user
On one of our folders, the same user (same email address) appeared twice in the Collaborators list simultaneously — once as Owner and once as Co-owner. This should not normally be possible, since each user should only have a single permission level per folder. Could you help us understand how this duplicate state occurred, and whether it indicates an underlying account or sync issue?
Issue 2: Access completely lost instead of downgraded to Editor after ownership transfer
According to Box's own documentation, when a folder owner transfers ownership to another collaborator, the previous owner should automatically be downgraded to Editor, not lose access entirely.
However, in our case, after changing the owner to another collaborator, the previous owner (the same user with the duplicate Owner/Co-owner entries described above) was completely removed from the collaborators list — not downgraded to Editor as expected.
We suspect the duplicate collaborator entries may have caused a conflict during the ownership transfer process, resulting in both entries being removed instead of being properly merged/downgraded.
What we'd like from Box Support:
- An investigation into why the duplicate Owner/Co-owner entries occurred for the same user on the same folder.
- Confirmation of whether this duplicate state directly caused the unexpected removal (instead of downgrade) during ownership transfer.
- Guidance on how to safely check for and resolve similar duplicate entries on other folders before performing further ownership transfers, since we have at least one other folder in the same duplicate state.
Please let us know if you need folder IDs, collaborator emails, or screenshots to investigate further — happy to provide them.
Thank you for your help.