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Question

How do you contact customer support?

  • September 5, 2025
  • 3 replies
  • 406 views

I am VERY frustrated. I had not used Box with a certain client of mine for years. Today, they sent an invite to share a folder to my current email address, but my Box account was in my OLD email address. So I added my new email address on my account, received the confirmation email, and upon clicking it, it says “confirmation blocked.” I’ve tried resending; same thing. Everything I do basically says can’t be done. I finally had my client resend the folder invite to the email from years ago (Thank goodness I never fully get rid of a business email!) At one point, your AI customer service came up, and said I should “create a support ticket.” GREAT!! HOW??? This is the most confusing site I’ve encountered in recent years. 

      3 replies

      Rona Box
      • Rona Box
      • Community Manager
      • September 8, 2025

      Hi ​@MelissaVoicer, 

      Welcome to Box Community and we’re glad to help! 

      To get a closer look, I’ve submitted a new case and someone from Box Product Support team will reach out to you through email. Please keep an eye out and we will be in touch. 

       

      Thanks for posting, and we hope to get this sorted out very soon! 

      • wasifali758595
      • Participating Frequently
      • September 9, 2025

      If you need to reach Box Customer Support and you don’t have a company domain:

      1. Sign in to your Box account (using either your old or new email address).

      2. Go to the Support section from your account menu.

      3. Scroll to the bottom and choose Contact Support.

        • If you are on a paid plan, you’ll see the option to Submit a Case.

        • If you are on a free plan, you won’t see ticket support. Instead, you’ll be directed to the Community Forum where Box staff and other users can help.

      Extra tips for your email confirmation issue:

      • Always log in with your old email if it still works.

      • Add your new email as a secondary login in your account settings.

      • Once confirmed, set it as your primary email.

      • If the confirmation continues to fail, Box Support needs to reset it manually.

      If you’re on a free plan, your best route is the Community Forum or their social media support team. If you’re paying, submit a support case after signing in.

      • MelissaVoicer
      • Author
      • New Participant
      • September 15, 2025

      Hi, thank you for those who have replied. I am still incredibly frustrated and cannot use my account fully because I am still stuck in a loop of trying to confirm my current email address. I resend the confirmation, click on “verify,” and it says verification is blocked. The support person told me how to reset my password – – which I never asked for. It looks like I need someone on the box end of things to fix this for me and I really hope they can do it quickly because I have no choice but to use this system with a client of mine and they’re getting frustrated with me. I am not a happy camper. 

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