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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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Jey Bueno Box
Jey Bueno BoxCommunity Manager
published in Support Forum
Box Community Support Forum Guidelines

Welcome to the Box Community — a public space where Box users collaborate, ask questions, and share knowledge. To ensure a positive and productive experience for all members, please take a moment to review and follow the guidelines below. Start Here: Review the TermsBefore participating, please read and adhere to our Box Support Forums Terms of Service! Your use of the forum constitutes agreement to these terms. 🤝 Be Respectful and SupportiveWe strive to maintain a welcoming and inclusive environment. Be kind, constructive, and respectful in all interactions. Treat others as you would like to be treated. Harassment, bullying, or inappropriate behavior will not be tolerated. If you encounter such behavior, report it to a Community Moderator. For inappropriate content, please click the ellipsis (⋯) below the relevant post and select "Report" to notify the moderation team.  🔊 Communicate Clearly and Considerately Avoid using ALL CAPS — it comes across as shouting. Refrain from “bu

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tremorgNew Participant
asked in Support Forum
Lost folder while removing collaborator

Hi all, I was trying to remove collaborators from my folders.Not sure how one of the collaborators became owner, she would be surprised.I seem to have lost about 3 folders. 

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AsWs5New Participant
asked in Support Forum
Using variables in Box Relay notifications

I am trying to configure notifications in Box Relay. Notifications are now being sent correctly. Is it possible to include variables such as file names or file URLs in the notification content?Also, is there a document listing all variables available in Box Relay?Thank you.

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mdfuadNew Participant
asked in Support Forum
Box storage inaccuracy

The amount of storage that box shows I have used is highly inaccurate. I heard there is a script that you guys can run to solve this issue. It would be helpful if you could run it on my account to fix my storage limit.

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tdeivsonNew Participant
asked in Support Forum
recicle bin

Is it possible to restore it after deleting it from the recycle bin? 

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KnopfbayNew Participant
asked in Support Forum
Not able to upgrade my plan

I am trying to upgarde my plan and it doesnt let me when I try to pay. It says the following: There was an error processing your request.Your account needs further verification, please submit a ticket at support.box.com. I looked at other feeds and the link to the pricing page just beings me back to my box homepage

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Cole GeorgeNew Participant
asked in Support Forum
Unable to edit excels online

Hi, I am using box in a class and am meant to edit the excel sheets provided, but the option to open and edit in excel online is not present. the only option is to edit with google sheets and the window closes out whenever I try to this option. I even had my teacher change my permissions to editor and checked that the excel online option was added to my box profile. Ive attempted on multiple browsers and tried clearing my browsing data. Nothing seems to work. Any help that could be provided would be greatly appreciated. Thanks  

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noveltymusicservicesNew Participant
asked in Support Forum
can't upgrade from individual to personal pro

Hello, Attempting to upgrade from individual plan to personal pro.  Get a message to contact support.box.com even though all billing details are entered correctly.  Please advise.  Thank you!

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HarpermaNew Participant
asked in Support Forum
WinSCP issue

I have set up winSCP to access my box.com account so i can download files automatically but each time i hit login it requests a password and says access denied. I have tried resetting the password in box.com but no joy.I have winSCP set up to access other file servers and they work fine.please help.RegardsMatt

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Venkatesh Prasad RanganathNew Participant
asked in Support Forum
Reported storage size does not match the actual storage size

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.

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KSullyNew Participant
asked in Support Forum
Box Drive Installation Failure on MacOS 12.7.6 Monterey

I get a “Installation Failed” error message during installation of Box Drive Installer v. 6.2.0 on my iMac running MacOS 12.7.6 Monterey.I have restarted the computer and redownloaded the installer and the error continues. 

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Jey Bueno Box
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tsteinNew Participant
asked in Support Forum
Trouble Accepting Organization Invite and Sharing Folders Across Personal and Org Box Accounts

Hi there — hoping someone can help us troubleshoot a Box onboarding issue that’s become a bit of a mess. Here’s the setup:  I had a client create a Box account (let’s call it OrgAccount) to handle billing and admin for our shared project. She invited me and her co-founder to join that org account. I had no issues accepting the invite that was sent to my email and joining the organization. Her co-founder, however, has had a cascade of problems.   What happened:  The co-founder was first invited using one email. When she clicked the org invite link, she wasn’t able to join — the page either said the link expired or failed to load. This happened repeatedly, even after the invite was resent several times. We then tried sharing a folder from the org account directly to her personal Box account. When she clicked that link, she got an error: “Redirection failed – the item does not exist.” It became clear she was stuck operating inside a personal Box environment — not the org-managed

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SonjaNew Participant
asked in Support Forum
Can't Install Box Drive Mac OS Monterey

I’ve been trying to install Box Drive on my Mac (running Mac OS Monterey 12.7.6) and have been getting an “Installation Failed” at the end. I just updated my Mac to the latest software and have confirmed that I have enough storage space. Please help! 

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Karen StewartNew Participant
asked in Support Forum
Account storage limited but I am being charged a fee

I am being charged monthly for an account upgrade but the account settings do not reflect that. WHERE CAN I TALK TO AN ACTUAL HUMAN? This could be solved so simply if I could talk with a human. I’m getting very frustrated. 

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community-managerKnown Participant
asked in Support Forum
Changing Box Zone

Hi, Ich have an Enterprise Plus plan an d want to change the data residency. Actually it's set to US. But Ic can not change anything there (admin console/user). The only option, that I can Choose is US - nothing more. What do I have to do, to get the other regions (France, Germany etc.) to choose from? Regards S.

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HannahNew Participant
asked in Support Forum
Out of storage error on Enterprise plan?

My company is using an Enterprise plan box account, but we're getting a "running out of storage" warning. This account is used by multiple team members, and the owner is our company director. As we are on an Enterprise plan, we believe this may be a mistake. We haven’t reached that limitation yet.Could you guys help us fix this problem? 

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dbbbfgNew Participant
asked in Support Forum
Uploaded video quality decreases and gets blurry when uploaded

I have been trying to upload videos in box but every time it uploads, the quality diminishes and the videos gets blurry. Is there anything you can do on your end to maintain the original quality of the uploaded video? 

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community-managerKnown Participant
asked in Support Forum
Support Contact Options Discontinued?

How do I actually get in touch with a box support specialist via phone or chat.  Seems that after the support "update" all options to actually reach support have disappeared.  I need some questions answered and need to know how to contact box.  I am not interested in filtering through countless forum posts just to get assistance on an issue I am having with a software I pay for. 

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ANeilsonGoldenLinkNew Participant
asked in Support Forum
Issue with downloading images from folders

Hi all. I work with a large circuit of customers who ask for Hi Res images that my company has stored on BOX. I have been sending password-protected links containing folders to those images, during which I always select “anyone with the link can view & download,” and then the customer should be able to download non-watermarked images. However,  there are a handful of clients that are unable to 1. download the images after entering their password, (they only see “log in/sign up” where the download button should be) or 2. Can download the images, but the watermark is still there. This is not the case for most, but the number of customers with one of these two problems is growing. Can anyone advise on how to trouble shoot and fix this problem?

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mgmannin2302New Participant
asked in Support Forum
I have a someone trying to access A VDR and they are getting this message

 

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JSSNew Participant
asked in Support Forum
Problem signing in on iPad

I can access Box drive on my Mac laptop but am currently unable to sign in to Box app on my iPads.  I have tried deleting &  reinstalling the app & have tried changing password but am still encountering the same problem. I enter my email address & password & just get spinning circle as it tries to load. Occasionally (1 time out of 50) it will sign in but I am not doing anything differently when this happens. I am using an iPad Mini 6 (OS 18.5) & iPad Air (OS 18.3) & am on home fibre WiFi. Please can you tell me how I urgently solve this problem. Thanks

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YashwanthNew Participant
asked in Support Forum
If trying to access files from Box , i see an error saying , file has been moved , renamed or deleted ..

Complete files that are saved in folder folder , while accessing it throws and error saying file has been moved , renamed or deleted ..But as per my verification its totally related to connectivity from my office network to Box cloud , once after complete system restart , the files are able to access .

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community-managerKnown Participant
asked in Support Forum
email verify

my email verification timed out and I am now at an utter and complete loss as to what or how to do next

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sem_admin_888New Participant
asked in Support Forum
Help with Salesforce Setup

I am having issues with Box and my integration with Salesforce.  I am not happy with the lack of support or information that was provided.   I would like to cancel the upgrade and go back to the level we were at.  I have been trying to create a ticket but not able to. 

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kazumaNew Participant
asked in Support Forum
Confirmation email has expired

The confirmation email has expired, so I would like it to be resent.

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