Support Forum

A folder has disappeared from our Box instance.  It contains a wide variety of content that cannot be replaced.  I reviewed my Trash and it is not in my folder. Please advise.

Hi there,I’m reaching out with a question on audit logs and support access.We had a file shared via an open (public) link. While I only distributed the link to a small number of people via email, I’d like to understand confirm whether there was any broader access or activity beyond the email domains I sent it to. Specifically, is there a way to retrieve an audit log that shows who accessed the file (e.g., views, downloads, IPs, timestamps) for a shared link?Separately, I’m on a Business plan which indicated access to local hours technical support (during local hours), but I haven’t been able to find a clear way to access that—either via phone, chat, or otherwise. Could you please point me to the correct channel for reaching technical support?If creating a support ticket is the right path, I’m happy to proceed that way as well.Appreciate your help. 

Hi there,I’m reaching out with a question on audit logs and support access.We had a file shared via an open (public) link. While I only distributed the link to a small number of people via email, I’d like to understand confirm whether there was any broader access or activity beyond the email domains I sent it to. Specifically, is there a way to retrieve an audit log that shows who accessed the file (e.g., views, downloads, IPs, timestamps) for a shared link?Separately, I’m on a Business plan which indicated access to local hours technical support (during local hours), but I haven’t been able to find a clear way to access that—either via phone, chat, or otherwise. Could you please point me to the correct channel for reaching technical support?If creating a support ticket is the right path, I’m happy to proceed that way as well.Appreciate your help.Best,Joe

I have not used my Box account for a while, but recently logged in again. It was empty.Every file, videos, audio, images, Notes, and more were not there.I got a page that said “Oops, We can’t seem to find the page you are looking for.”I was also unable to access Support or any help from that account.Please could someone tell me what has happened, where my files are  and how to get them back? 

I received a notification my box account was accessed by an IP address I am unfamiliar with across seas. Is there a way to identify what files were viewed or files that were downloaded? And is there way to send a support ticket?

What happened:On January 22, 2026, most files in the folder became unavailable/disappeared. A small number of files still appear in the folder listing, but users cannot open them. We checked and the files do not appear to be deleted, so we believe this is not a simple “Trash/Deleted Items” issue.Possible causes we’re considering:Billing/invoice overdue: Our Box account may have had an overdue invoice around this time, and we’re concerned account status/entitlement restrictions could be affecting file access. Permissions/ownership: Some previous folder owners may have left the company, and we suspect permission/ACL issues or ownership transfer requirements.Request:How can confirm whether an overdue invoice / account restriction c

​This issue is getting frustrating, it is the third time I experience this in the last 8 months and keep having to reset Box Drive, sign out, delete AppData folder, sign back in, to get some folders to respond when they randomly get this location not found error.I have 15+ years experience with network and systems administration (win, mac, linux), so if a Box support person is going to respond/reply, please don’t ask basic questions about the network, everything on my end is 100% working fine except this Box drive app on this folder (was, until again, I sign out, delete Box AppData folder, and sign back in), the web version navigates to the folder just fine when the File Explorer “cloud operation” shows the time-out..This post is being made so that it is at least documented, there has to be a root cause for this since I am not the only one experiencing it, and it did not just start. Having to sign out and back in and all that in order to get it working nor

My desktop (Windows 10 pro) and my laptop (Windows 11) no longer sync all files to the cloud.  I cannot get them to sync new files to the cloud.  Their directory is set to sync but they do not.

I have been using my 50GB Free for Life developer account for many years now, and I am using ~28GB of it, but when I attempt to upload more files it says I am over my storage allowance for the account. Most of the admin screens show the correct usage vs max allowed, but one of the settings screens says I am using 28gb out of 25GB allowed.  How do I fix this discrepancy?

I’m using an app called Voice Record in iPhone 15x pro (latest iOS)..  When I try to export to Box it says “Unable to get account information, Access token has expired”.   I tried logging in/out of the Box app on the phone and get no where.  I’ve tried logging in/out on desktop of box as well.  I’m not for sure what/where to go next...

We have a team of editors who were collaborating on a Word Doc on Box. However, they logged in and found all of their edits deleted. We have been unable to recover any prior version. Please help us to recover this project of ours. Please see the attached screenshots for what we are currently seeing. Thank you very much in advance.

Hi there - I am trying to help a collaborator register for a box account. His email address has two dots in the domain name ( [removed by moderator] ) and entering this email address into the email address field on the sign up for a new account website gives an error message that reads “Email address is not valid”. Is there a way to register given this structure of his email address? thanks!

When BoxSync reaches end of life, I will have to consider whether to migrate to BoxDrive. I need to be able to search and access my entire cloud backup (currently 565 GB) from the finder (Spotlight) or with various finder tools (Alfred, FindAnyFile, or Raycast). I understand that such searching is not possible with BoxDrive. Is this true? If it is true, what are the alternative ways of performing these searches/accesses using BoxDrive? Increasingly I need to search not only by file name but by file contents (keywords), sometimes by last modified date, etc. In other words, searching and opening a file by name is not the only search type I need to perform.If this becomes impossible, I will need to find another syncing solution. Recommendations appreciated on any of the above.Latest MacOS.Tx. 

A customer accepted my link folder to upload. They said they uploaded 20+ items but nothing is there. This has happened a few times before.

I have a file from a trusted source that is being flagged as malware. It is not malware but I cannot access it. How do I unflag a false positive?

When I log into my Box account, I get an error message saying my files are missing and all the settings options are blank. I can't edit anything or upload files; everything shows an error. I don't understand. Can you help me? Thanks!

I need to copy all files from a specific folder created after March 14, 2025 to provide to an outside entity.  I tried performing a search from 03/24/2025 - 04/27/2026 and drilled down to that particular folder and the search was performed on all folders.  Help!  What am I doing wrong? 

Greetings!  I have a personal Box account under one email.  I am part of an organization that is starting to use Box.  I originally gave them my primary email address to be part of organization account.  I then realized that it wouldn’t work because it just got me into my personal account.  What this meant is that I can’t see the files that I need to work on for the organization.To try to rectify this, I gave the admin another email to use for the organization account and asked her remove the old address from the organization account.  The admin apparently went in and “changed your [my] contact to the new address.”  I am now getting emails from Box to verify that “Your [my] primary email has changed” and to “verify your [my] email address.”My issue: I want to keep these accounts separate--personal account under one email address and work account under a second email address.The problem: It seems as though the admin was able to get into my personal account and ch

我遇到的另一个账户问题是：<removed personal information>我在越南出差期间注册了一个BOX账号，并将其绑定到一个身份验证器应用。该应用仅使用了3天，现已卸载。上周返回中国后，我发现登录我的BOX账号需要使用身份验证器应用发送的6位验证码进行双重验证。然而，由于身份验证器应用已被卸载，我无法输入验证码，因此现在无法登录我的账号。为此，我请求重置以下账号的双重验证：<removed personal information>

session videos w/ client

The last update has caused no end of troubles for us.  When we click on the Name to organize A-Z or Z-A it only works part of the time.  When we try to copy a group of folders from one file to another, half the docuements don’t get moved.  Is anyone else having the same issues?Why move the back button?

So my account was converted to an enterprise account (imagine my surprise, but I guess it was a kindness  as I am a grandfathered account from when Box first hit the internet).In any event, I am the “admin” for my own (imaginary) company. Which is nice. But I need to change my email and...I can’t. All the advice shown in support is outdated, and does not reflect the existing (as of March 2026) layout. If I go to my account setting, I am told my “admin” (who is me), has to allow it in the admin settings. When I go to admin settings, there is no setting to allow me to allow myself to change my email.Either that, or it doesn’t let me use the email I want to use (iCloud) because I have to allow myself to use the domain, but apparently that is locked behind a paid upgrade to a higher level of enterprise I am just never going to need.So basically I am stuck with a permanent email address I am not going to use. I am prevented from changing it

I have a Doc Gen template that is ignoring one instance of a template tag variable in the first page footer of the document. The same variable is properly filled in on the generated document everywhere else it is found, including the footer of additional pages. Is this a known issue? The footer affected in this way does not have a “Different First Page” option selected. It is the same footer on every page.The Doc Gen Template downloaded directly from Box is attached as Policy_BoxTemplate_v1An example of the resulting document created from the template is attached as 3000_WIP 

I had a Pro account. Since canceling it and going back down to the free version, I can no longer see the invoices/receipts for the payments I made for my subscription. Very frustrating.