Files show up on app but not web version

Hi Andrea, 

Welcome to the Box Community!

Would you mind providing a screenshot of how your files appear on both the Box app you are using and the webapp so we can take a look?

Looking forward to your response!

Best,

The screenshots show confidential information. Can you please email me so this can be addressed via email instead of a public facing blog post? Thank you! [personal information--redacted]

Hi France, I never received a response. Can you please send me an email so I can send you the screen shots since they contain confidential information? 

Hi France, I really need some help here. I attached the screenshots. Thank you.

Hi Andrea, 

My apologies to have missed your response here.

It looks like you are logged in to two different accounts since the folder structure is different on these screenshots.

Can you confirm if you are logged in on the same account as the one in your mobile versus the email logged in on your webapp (web browser)?

They are both the same account. I've logged in ensuring the same multiple times. The documents at the top are the same documents I'm viewing on the app. 

Hi France, can I get your help with this? I haven't received a response. I'm not logged into different accounts. They are the same. I confirmed again. 

Hi Andrea, 

I have just checked your folder structure on the account linked to your profile here and I do see there are folders in there, same as the ones on your mobile device but the structure of this account is different from the other screenshot you shared using a web browser thus lead me to think that might be logging in to the wrong account in the Web browser.

On the web browser, can you to the click your avatar and then click 'View Profile' to see what email is logged in, and then do the same in your mobile and compare the emails logged in on both device. Carefully check if the emails and domains are the same (you could be using a Gmail on one while using a Ymail on the other, please carefully check if they are indeed the same emails.

Does your browser use auto-login feature or does it auto- save your password? Can you try to disable that and login with same password and email as the account that is on your mobile? I would also recommend logging in using different browsers ( Chrome, Firefox, Safari, Edge) or other computer to test this.

Regards,