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Question

Files are missing

  • May 22, 2025
  • 5 replies
  • 42 views
C
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I opened my box account this morning and ALL my files are missing. 

Has anyone experienced this and is there a way to get them back??? I can't even find a customer service line.

    5 replies

    C
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    Hi Desiree,

    Welcome to the Box Community! 

    I am seeing files in your Box account.

    Is the content in your trash? Are you the owner or deleter of this content? When a file is deleted, both the person who deleted the item and the owner of the item will be able to retrieve it from their trash. The Trash is located under Bin-- you can also review this article for more details on this process: 
    Is the content in another user's trash?If the files aren’t in your personal trash, they might be in the trash of the person who deleted or owned the files.
    If you know who deleted or owned this content, please contact this user and instruct them to restore the files from their trash.
    I still can't find my files. If you still can't find your files, then one of the following might be true:
    • Was the folder a shared folder in which you collaborated with others? If so, the owner of the folder could have removed your access to the content. In this case you’ll need to contact the folder owner and ask to be re-invited.This person will need to re-invite you to the folder using the email address associated with your Box Account.
    • The files in question have been already emptied from the trash. Trash content on Box can be manually or automatically removed, depending on the settings for your enterprise. 
    • The files you’re looking for were never uploaded to Box.com. The content in question could have been uploaded to a different Box account or service, or a problem might have occurred during the upload, resulting in these files not making it to your account as expected.
    Best,
    C
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    All my files are missing. My files have been replaced with 3 files from my computer not related to my work with eOne

    C
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    What’s happened to my Box account? Where are all of my files? Please help

    C
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    Happenihng to me right now. Files from 2 years are now gone. Where are they? Don't try to say they weren't there cuz i have proof they were and now they are gone. 

    C
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    Did you get a solution from BOX for this?  We noticed last week that we are missing a number of files but all we can get from box support as a response is that we must have deleted them - which we didn't.   

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