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Question

Folder disappeared, but the used space still shows

  • July 16, 2026
  • 1 reply
  • 66 views
Good morning. A folder containing very important files has unexpectedly disappeared; the folder is named "Residencia 2026" and is linked to the account [removed by moderator] , of which I am the administrator. It shows 4.9 GB of 10 GB being used, yet nothing is visible. I have already searched using filters and checked other folders, but found nothing. Please, I would like to recover this information.

    1 reply

    • Amitis
    • Box Employee
    • July 17, 2026

    Hi,

    I'm sorry to hear that. Here are a few things I'd recommend checking:

    1. Check the Trash

      • Go to Trash from the left-hand navigation in Box.

      • Select the Items I own filter, as deleted folders you own will appear there even if a collaborator deleted them.

      • If you find the "Residencia 2026" folder, click the ... menu and choose Restore.

    2. Use Content Manager (if you're an Enterprise Admin)

      • Navigate to Admin Console → Content → Content Manager.

      • Search for your user account (or the user who originally created the folder).

      • Review both the active content and the Trash. If the folder is there, you can restore it directly from Content Manager.

    3. Run a User Activity Report

      • In the Admin Console, go to Reports and run a User Activity Report.

      • Filter for the approximate timeframe when the folder disappeared and look for events such as Moved to Trash, Deleted, Moved, or Renamed.

      • This can help identify what happened to the folder, when it occurred, and which user performed the action.

    One additional question: Do you have Box Shield enabled in your environment? If so, there are additional ways to recover the content. 

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