Support Forum

Please delete the account that created this post, thanks. 

Box Support Representative,Could you please disable the SSO-required mode configured for the tenant?Trial TenantAffected Account: [removed by moderator] Reason: Unable to log in via SSO, preventing access to the Admin ConsoleWe sincerely appreciate your assistance.

Hi! I am trying to figure out why my files are syncing. Every time I try to sync it, it says “failed to sync, box server too busy”. I even uninstalled box sync and re-downloaded it but it still doesn’t work. It’s been like this for 5 days and I don’t know how to fix it.  Does anyone know how to fix this issue? Thank you!

After completing the Microsoft Entra ID integration setup, I can no longer log in using the account registered during the contract (xxxx@gmail.com).I can log in to Box using the account registered with Microsoft Entra ID (xxxx@xxx.onmicrosoft.com).When I attempt to log in with the account registered during contract setup, I am redirected to the Microsoft authentication screen.The account registered during contract setup is not registered with Microsoft Entra ID.Since the administrator only has the account registered during contract setup, what configuration is required to enable login using that account?

 I've been trying to create an account with an email address for a few days now, and the confirmation email hasn't arrived to complete the registration. I've tried all the instructions here in the community, and it still doesn't work.

Hi I am trying to authorize Syncovery to my BOX but when i add the code (nothing happens)I can log into box on this pc . i tried to copy the link supplied by Syncovery to my phone an i get the same thing just hangsI think the orth may be broken on my box account RegardsMichael

 I added a new user, but I didn't receive a confirmation email and can't log in. I tried to reapply, but I didn't receive an email.  I will receive everything except the confirmation email

New User <personal information-redacted> not receiving confirmation email. Please remove from suppression list.

Hi - Has there been any change or update to the BOX SFTP? I was able to connect to BOX via SFTP on Thursday, but since Friday I’ve been receiving the error ““Failed: Interactive authentication announced but rejected”. Our login credentials have not changed. I followed the below link to setup the connection.https://urldefense.com/v3/__https://support.box.com/hc/en-us/articles/ [removed by moderator] -Using-Box-with-SFTP__;!!NFWRZ6kECLqu!phiDSBMaKKLIQkISKivtTPZYrj23HEG8wLvWvYQ7EtkrwGihuhmkKAxBQanR5ATwNDCndxzRxby5xEylRR87YSbL$Thank you,Supritha.

Hi everyone,I am trying to create a support ticket but it is almost impossible to find any useful instructions or links in the Box Knowledge section.Here is my issue:I am attempting to send an invitation to a user to join our enterprise, but the system will not allow it because the user already has an existing Box account registered under our company email domain. That account is not licensed or linked under our enterprise.Can someone please assist or guide me on how to create a support ticket so I can get help resolving this issue as soon as possible?Thank you

hi guys, seriously need your help here. i can’t login to the portal (thankfully my android app can still work but i can’t do much with my phone). what happen was, i have been using box for more than 10 years and i’ve been using my email to login. however, 1 day, i forgot about this and chose to login with my google account. both method of login (using email and login with google) are using the same gmail account. i think there’s some issue here where the system can’t recognise it. 

I received a notice that I had been charged for the next month of service, but I had intended to cancel service. Is it possible to cancel now, and receive a refund for the service? I have not used it for over a week 

Hello,  I need to change the primary email on my account as it is no longer in exsistance. I’ve gone through all the tutorials and when I click on my icon in the top right there is no “settings” option. I do have a secondary email that I’ve been using, but I’d like to update the primary. This has been an issue for over a year and I can’t get resolution. It should not be this hard. 

I need help with restoring my bandwidth, i havent uploaded anytihng in over a week and received 2 over use of bandwidth… i thought i have unlimited bandwidth and i didnt even use it during the periods i received. notices, i need a support ticket asap! i dont like that i receive a warning WITH NO WAY to contact support at all. 

I did not authorize $500 in charges. Please cancel my account and provide a refund. 

I’m building a Power Automate flow that saves incoming email text and attachments to Box. The flow works when I point “Create file” directly at my Invoices folder, but when I try to save into a client-specific subfolder (e.g. Invoices/<ClientName>), the action fails with the error “Only admins can create folders in the root due to enterprise security settings.” The client folders already exist in Box, so I don’t want to create anything new—just upload into them. It looks like Power Automate is interpreting my dynamic folder path as a root path instead of using the existing subfolder. I need guidance on how to reliably target existing client subfolders by variable without triggering root-folder creation errors.

I am in need of support on setting up Box with Google. I had my tech set up and it is not working properly and we have several questions. Ideally I would like a consultant that can get online and walk us through the final set up. Please advise. 

I am attempting to submit a help ticket but cannot find where to do so on Box's website anywhere. I need technical support with my organization's enterprise purchase of Box...

Where can I submit a help ticket. I have spent the past hour on this awful website trying to find a way to submit a help ticket....

Hello,We are currently using the Box Business plan (JPY 1,881/month). I understand that inviting external collaborators is not available on this plan.However, we would like to share certain folders or files with external users so that they can view and download the content. Could you please confirm the correct way to configure the sharing link settings to allow external users to access files in this way?Thank you in advance for your guidance.Best regards,

I have a user who is experiencing a bizarre issue. They have an excel file that they can open when it is not in a folder, but when it is put in a folder that has a couple of word documents and PDFs, they get an error when they try to open the file that says "Sorry we couldn't find {name of file and folder} Is it possible it was moved, renamed, or deleted?" They are able to open everything else in that folder with no issue. When the user tries accessing the file while it is in the folder while they are on the web version, it opens with no issue. I also had the user create a new folder with just the excel document, and there was no issue, but when they copy over the PDFs and Word documents into the folder, they get the same error when trying to open the excel document. She has found that this is happening in a few different folders. I have done the basic troubleshooting with her: signing out and back in, restarting the machine, checking for app updates, etc. Any help would be appr

When opening Excel from Box, I can open it in Excel Online but not in Microsoft Excel.

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

I recently had some files fail to sync properly to my Box Sync account and they disappeared from my desktop and box sync account. I have looked in the trash on my box sync account and in the trash on my PC but I’m still unable to find them.