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Support Forum

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

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  • 36,338 Replies
10000 Topics
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community-managerKnown Participant
asked in Support Forum
Hourly notification of download by user

I recently added a new user and uploaded documents to his account. Yesterday (03/02) he downloaded a pdf document, and since then I have been getting download notification email, every hour, on the hour.  Checked all the notification settings and everything seems fine. Suggestions?

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community-managerKnown Participant
asked in Support Forum
I have some questions to ask and hope someone can answer them

1.Does BOX support encryption and virus protection? How is it implemented? 2.Can it be integrated with Active Directory? 3.Can access to the BOX service be limited to those using the enterprise intranet?

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community-managerKnown Participant
asked in Support Forum
Re-gain access to BOX account

I had a BOX account for many years. My credit card was compromised and I forgot to update. I now need to re-gain access to my account. My login credentials no longer work. How can I re-gain access to my account and get my payments up to date? 

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community-managerKnown Participant
asked in Support Forum
macOS installation

I am running Mojave for now. The box installation instructions don't work. I open system preferences and unlock it. Instruction 3 says 'Find and click "Allow". Find what? I have a menu - General, FileVault, Firewall and Privacy. I assume it's privacy and Box is ticked in all relevant places. It never works and I am getting sick of being prompted every time I start up. Very disappointed that box don't have actual support rather than the usual vast array of information you have to sort through and that usually isn't relevant.

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community-managerKnown Participant
asked in Support Forum
Install Issues Surface 9

We have issues with the install of Box Drive on Surface 9.. Error logs were submitted.  How do we get this resolved?

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community-managerKnown Participant
asked in Support Forum
Box Drive syncs all folders to my desktop even though I diselect "sync to desktop"

the Box used to have preferences where you could select folders to sync to the desktop. It's no longer available for me, I have the newest 2.27.242 version. Help pls, I don't need all my files and folders on my desktop. 

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community-managerKnown Participant
asked in Support Forum
Comments do not link to mainline text

Hi there, I received some comments on a box file uploaded in the "Google Docs" format. However when I go to preview the comments, they do not actively correspond to mainline text, and therefore I can't tell what goes to what. Have tried downloading as a word file and opening in Google Docs to no avail. 

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community-managerKnown Participant
asked in Support Forum
Missing files and folders

I logged into my account after 3 weeks and all of my files are missing. They are not shared and I have not deleted anything. I upgraded my account today to see if I could retrieve them with more storage, but no luck. I wanted to start a business account for my team, but I will not be doing so unless Box gives back my files and can guarantee our work is secure.

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community-managerKnown Participant
asked in Support Forum
Storage Limit has been reached, but I haven't used any space.

I use Box as a contributor to folders other people have set up. I was trying to upload a file to one of these folders and I got the warning that my "10GB limit has been reached" and could not upload any more.  This collaborator folder already has a size of 99.5GB, so well past 10GB. I checked again, and my account says 0 bytes of 10GB used. What's the problem? 

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community-managerKnown Participant
asked in Support Forum
Mac user stuck on "Device Security Check

Hi! My university is new to Box, so I'm reaching out to the the community. I have a Mac user who is stuck on the Device Security Check. They installed Box Drive and the Box Tools extension per the instructions that pop up in Safari when logging into Box Drive app. However, despite this, each time they login to Box Drive and/or try to login via Safari, it keeps giving them the "Device Security Check" page. They even tried accessing it through a private window (and ensured in Safari settings that the extension was enabled even in private windows) and still get the same thing. They've updated Safari and and their OS to the latest version (our device protection settings for Macs only require Monterrey or later). They've cleared their Safari cache and don't have any other extensions installed. I'm not sure what else to look at? Hopefully, this is something other folks have encountered and have suggestions for. Thanks! Mary  

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community-managerKnown Participant
asked in Support Forum
Lost Authenticator and Cannot Login to Box.com

I cannot login to Box.com account on the proper email due to losing the authenticator when phone was lost. I cannot find the backup codes either. I need assistance accessing that account.P.S. The instructions say "Create a support ticket" yet you cannot create a post here without logging in. That's not helpful as I had to create a new account on a different email just to post this.

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community-managerKnown Participant
asked in Support Forum
Merge two accounts

I have one paid account and one free account. Is there a way to merge them? 

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community-managerKnown Participant
asked in Support Forum
Unable to create password

I am unable to create a password for my account. I need this because a file shared with me requiring a complex password. 

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community-managerKnown Participant
asked in Support Forum
Help with Viewer Uploader access

Hi all, I have given my collaborators Viewer/Uploader access to a folder. However, they sent me screenshots of what they see and there is no button for uploading! I have done this before with no issues, so it seems that something in the program has changed. Can anyone provide assistance? See the screenshot below for what they see:

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community-managerKnown Participant
asked in Support Forum
Missing a seat

It shows I have 3 seats but lists only 2 email addresses on the managed users page. Please fix!!  

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community-managerKnown Participant
asked in Support Forum
I have a question about the payment methods

I am currently making payments with a credit card. Can I use a Mastercard debit card for payment?

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community-managerKnown Participant
asked in Support Forum
account recovery

I have not received a link for password resetting? what is the problem?

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community-managerKnown Participant
asked in Support Forum
Inquiry Regarding Managed Users and License Usage

Hello, I have a question regarding managed users. Recently, I purchased three licenses for the Box Starter plan. However, even though there is only one managed user, the system shows that 11 licenses are in use, and I am receiving alerts prompting me to purchase additional licenses.Additionally, the email domains of the managed user and external users are different. I would like to ask the following: What is the cause of this issue? Is it okay to ignore the purchase alert and continue using the service as is? Thank you for your time. I appreciate your support.

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community-managerKnown Participant
asked in Support Forum
Adding existing user to enterprise

Hello, I have a user who already created and then deactivated an account who I need to add to our enterprise.  I tried to ignore the errors and click save twice per this post: https://support.box.com/hc/en-us/community/posts/28062615049747-Adding-existing-user-to-enterprise.  But in my case it still does not work.

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community-managerKnown Participant
asked in Support Forum
Problem verifying my email address

I am trying to set up an account that our payroll company suggested. It is not allowing me to verify my email address.

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community-managerKnown Participant
asked in Support Forum
Request to Disable Two-Factor Authentication

I accidentally enabled two-factor authentication without having a two-factor authentication app installed, and now I am unable to log in to my account. Could you please disable the two-factor authentication setting for my account? Currently, I have created a different account to log in.

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community-managerKnown Participant
asked in Support Forum
Cannot Open Box Drive

Hello Support, I am having issues opening Box Drive on my Windows 11 Computer.  I am getting an error saying that there are Files open that are preventing Box from Starting. I have uninstalled and reinstalled Box, and restarted my machine multiple times.  Please Advise on next troubleshooting steps.  Thanks  

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community-managerKnown Participant
asked in Support Forum
unable to download or open file from Box desktop app

unable to download or open file from Box desktop app, the error is unable to download due to low disk space. I have confirm my desktop has plenty of disk space, and my box account still has 3.5G of storage. However I can open the file from the web browser.

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community-managerKnown Participant
asked in Support Forum
Cannot set up or change passwords

Hi guys!  I cannot download a file that was shared with me on Box because it is required that my account has a strong password.  I do have a strong password to log in but anyway my account is showing this:  So when I click it I get a window where I can change my password, however when I do it, I get this:  Can you help?    Tom 

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community-managerKnown Participant
asked in Support Forum
Can't log in

My colleague received a file sharing invitation via Box from one of our business partners. After receiving the invitation email, he gets an error screen when he tries to log in. He needs to access these files urgently, so please advise how to resolve this issue. His email address is <personal-information redacted>. He has reset his password twice, but this hasn't resolved the problem. After clicking the "Accept Invitation" button in the invitation email and signing in, he gets an HTTP 500 error and then the screen goes completely white.

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