File not appearing

Hi John, 

Welcome to the Box Community!

I understand that you are having issue accessing a content that was shared to you.

To confirm, the email address where you received the link to the content, is it the same as the email associated with your Box?

The error you received shows up when:

1. Email address that was invited is different from the email linked to your Box account (you'd want to check if they sent the invite to the wrong email or if there are any typos in the email they sent the invitation to)
2. When a user is removed as a collaborator.

You will have to contact the owner of the content and confirm that they invited the correct email or have them re-invite you to that content again in case the situation is the second one.

Thanks for posting and please let us know how else we can help!

Hi France,

Thank you for following up on my question. I did confirm that the correct email address is linked to the Box account and that the collaborator used the right email, since I received the invite in my Outlook.

But when I click the link in the email to open the file I get that error message.

So I'm not sure why at this point...

Hi John, 

Could you ask the user to remove you from the content and the re-invite you again and see if that helps?

If you continue seeing the same error message, please go ahead and submit a support ticket to https://support.box.com/hc/en-us/requests/new and Product support can help you further investigate.

I was able to get access to the file .....there was a 2-factor authentication step that wasn't showing up initially.

Thanks for all your help!

John