Support Forum

It seems that Box may not be able to deliver SMS verification codes to mobile phones in China since last week. Several colleagues and I are experiencing the same issue.Our Box accounts are used to access folders shared by our client. Since we cannot receive the verification codes, we are unable to access those shared folders. All the files can’t be seen. Cannot access Box account due to SMS verification issue.Is it possible to switch the verification method from SMS to email or an authenticator app? Unfortunately, we cannot access the security settings page to make any changes.Any advice would be greatly appreciated. 

I shared the folder with the external user. When the user tried to log in, the Verification code cannot be received.  She can log in and access the folder previously, but now, the code cannot be delivered. Please help.

I am receiving a "storage full" notification on my account, but my actual usage is well below the limit. I still have plenty of available space, but the system is not updating or allowing me to upload files.Could someone please help me resolve this issue or force-refresh my account storage status?

I have been invited to multiple shared folders but whenever I click “Accept Invite”, regardless of what the invite is, I am directed to one folder and cannot find any of my other folders. Even folders I previously had access to disappeared. I have checked with the owners that I have the correct permissions and the email is correct and I should still have access. Just wondering why I am unable to accept invites or able to see any other folder in my account when I know I have access and also why any invite I accept goes to the same, unrelated folder. 

Some months ago, we signed a contract on BoxSign. Looking for the record but I didn’t receive any email confirmations. The company we signed it with say the person in charge has left and they do not have the login credentials to get the copy. I have the document ID. Can Box Sign help? I have obviously created an account since then.

I have aliases on my computer that I have made from folders in Box that work just fine. However when I go to create an alias now, it turns into some kind of a word document.    

Is there a way to disable this new feature? I copy and share links all the time, its a big part of my company workflow, this feature is adding unnessesary steps and time for myself and team. Any help would be huge!!!   

I received an invite to an external account, but when I logon I am directed to another external account that I had been already been invited to and still need to access. How may I access the new external account?

We are trying to update our account owners primary email address but are getting an error message. 

Hello!When Content Insights identifies an authenticated collaborator’s action as “Downloaded,” which methods generate that event? Specifically, does the event occur when the collaborator : (1) previews the file, (2) opens it in Microsoft Word for the web using Office co-authoring, (3) opens it in desktop Word through Box Edit, (4) opens it through Box Drive, OR (5) manually selects Download? We need to distinguish browser-based co-authoring from actions that create a local copy for compliance purposes.Thanks in advance for the responses and insights!

Search is not returning files that I know are in Box, I have tried every filter, deleted cookies/cache, restarted computer, and still search isn’t working for basically any files.

I understand this can happen due to permissions, link removal, or account access issues. However, in my case, I only have the shared link and do not know who owns the file or folder, so I'm unable to contact the owner directly.Is there any way to identify the owner or determine who shared the link? Are there any troubleshooting steps I can take to verify whether the issue is with permissions, a removed link, or my account access?Thanks for any guidance.

Box drive app on Windows fails to upload files. It stays on pending and then fails.Working with web for file uploads are not affected. Any solution to get this working for Box Drive in China? Have seen a couple of questions on this for a very long time which have been left unanswered. Thanks

Hi, Can I retrieve deleted files that I uploaded on June 16, 2026?  

Dear Box Support Team,I am writing to urgently request the recovery of my Box account, which was accidentally deleted.Here are my account details: Wakyo Sakamoto<removed personal information>Deletion Da Full Name: Wakyo Sakamoto Registered Email: <removed personal information> Deletion Date: September 2, 2026 Plan Type: Free Personal Reason/Details: I accidentally closed/deleted my account and can no longer log in. I need to recover my data and access.Could you please assist me in restoring my account and data?Thank you for your time and assistance.Best regards,Wakyo Sakamoto

I need a copy of your SOC 2 report for audit purposes please Thank you!

Cannot upload from China area with error shown in screenshot.

I am having trouble logging into my school box account. Whenever I try to reset my password as well, I never receive the email in my inbox (not even in spam). Can you help me create a new account/update my password with my school email account?

All, New to Box here.  Can anyone provide some info to a Beginner about uploading a file on Box and accepting an invitation if I might not bet set up correctly. I received an email from a coworker today and clicked the accept invite and signed up.  But when I went to upload the file i receive an error.  Also, should I be seeing anything from the coworker.   Thanks 

I am the admin of an Enterprise account.  We are unable to create a support ticket. Going to https://support.box.com/hc/en-us/requests/new only allows us to post to the community, clicking “Contact Support on https://support.box.com/hc/en-us/requests/ also redirects to the community.  The box pricing page says Enterprise has “Standard Business Support”, yet there is no way to access it.

How can I delete my account and everything think related to Box 

We are trying to upgrade our plan and there is a payment error, it asks to verify all fields again or contact support. We tried multiple cards and the same error occurs. Please advise on how we may proceed.

Box drive does not load into windows explorer. the box drive app going round in circles when i login and then 2nd time it asks me to login it takes me to the web version. Box drive was working a few weeks back so not sure what changed. have tried reinstalling but no luck and only way i can get to the box is through a web browser, rather than integrated into my explorer 

I have an existing personal Box account that I created using [removed by moderator] . I used Google authentication to access the account. That Google Workspace account has now been deleted, so Google reports “Couldn't find this account.”The Box account belongs to me, not AMC and contains my files. I need assistance recovering access and changing the primary/login email address to my current email address. I can provide information necessary to verify ownership of the Box account.

A user on my account is having issues with Box Drive sync. Multiple folders are missing, files aren't uploading, and he's not able to create/copy share links. We've tried restarting/updating the computer, signing out and reinstalling the box drive app, but nothing seems to fix the issue.