Support Forum

I was not given the option to pay for a monthly account, so I was forced to pay hundreds of dollars up front. I only need Box for 1 month, and would like a refund for any charges past that.

Case: #3109588 I sent many emails regarding this problem. My last email was on 13th June 2024 but still, there is no reply or solution. Please look into this matter.

Hello,I'm trying to setup a policy to remove items after a period of time. I'm using the Governance page to create a policy.I already have a policy to retain data for 15 years.I need to delete items in a folder after 14 days.I'm confused about how the policies will work out if I need to retain but delete at the same time.The options in the menu aren't described well enough to tell me this.The wording in the policy for Disposition sure could use some work.  I have Noneor Permananet Delete.   Does permanent delete just move to recycle bin and items will still be retained?  The word permanent isn't helpful.

Hi! Just started to experiment with Box Drive and work locally while synching to the cloud. So far it's been better than I expected. One thing I noticed is that when I export a new PDF from an InDesign file, on Box.com there are 2 versions of this PDF. This is undesirable behaviour and will cause confusion. Anyone know how to prevent this? Thanks!

After multiple attempts and upgrading my account, I still can not access a shared link sent by a large enterprise client of Box. I have received multiple invitations to collaborate, share links, and they have worked with their internal IT teams.  "Oops! We can't seem to find the page you're looking for." ^^ This is the unhelpful message my whole team gets. I need to submit a support case to give you the details.

アップグレードしたせいか？パスワードを変更したせいか？フォルダ・データがなくなりました。どうしたらよいですか？

Hello I deleted many files but my box account , but the storage bar indicator does not reduce . Please help.. Thank You

Hi, I´m getting an error when trying to delete some of the external users from the business account. The common ground for those who "can´t be deleted" is that there are no information within the fields "Date added" and "Collaborations". I´m also not able to view their details for further diagnostics, as an error message appears there:  "Apologies, we were unable to load this page. Please refresh the page or try again later." Could you please advise? I talked about 8 users to be deleted. Thank you for the support. Petr

I have downloaded Box Tools, but don't know how to open a shared file from within the Box platform. Tried following the directions I found in Help section, but from within Box there is no option to open file.

I cannot find a folder. I have the folder ID and name. But it says it does not exist. How can retrieve it. It is not in trash either.

Hello, I have a colleague who Owns a folder in box. She shared the box folder with me (I'm an editor) and I have all the features in box. However, in File explorer (windows 11) I can't see the folder. Is there a way to fix settings so I can access the shared folder using windows explorer? thanks, Peter

I am using Windows 11 We have other problems with Box (dozens of files non synced) but the first issue I wanted to solve is this Make Available Offline mechanism.   This is what I do: 1. I right-click the folders name 2. continue with Show more options 3. I can see  Make Available Offline with the green tick (because this was the first action I did after subscribing to Box) but I do not see the green tick on the folder names inside the folder. I am in an area where the internet is sometimes interrupted. When this happened this Tuesday I got the message "you can't access this file because you are offline" I only understand this now, because the whole "available offline" mechanism doesn't work. I am new to Box, but it was exactly this syncing and keeping data on my PC which made me start with Box. Any hope?      

I have been invited as a user for a Business account, I log into my account but it is still only an individual (free) account. There is no option to activate. Have tried normal troubleshooting (resending etc.) but having no luck.  Thanks,  Chris  

Hello! We got a new customer and I added them to Box. It notified them a bunch of times. Is there a way to avoid this?? Or was this a glitch? It is notifying them every 2 hours.

Hi Box Support, The storage amount shown in my account is incorrect. Can you please run a script to correct this? Thank you.

I can no longer open files from my web browser Box account in software on my desktop. I installed the Box Tools Installer years ago (see screenshot 1 below) and have been using this option successfully until now. When I go to open a file from the web browser and select the option to open it on my desktop (screenshot 2), the browser shows the pop-up that the file is opening (screenshot 3) but it does not actually open in Word, Adobe, or whichever file software is appropriate for the file type. I can see Box listed in my desktop’s hidden icons (screenshot 4), but as soon as I hover my cursor over it, it disappears. Traditionally I have not used the Box Drive and prefer to navigate through the web browser, as I sometimes use different devices and I frequently share file links with others. I have tried: - removing and reinstalling the Box Tools Installer - Resetting my web browser to default settings - cleared my browser cache - rebooting my machine and reinstalling the Box Tools again af

Hi, When trying to authenticate with JWT, I am getting the following error:  {"error":"invalid_grant","error_description":"Please check the 'sub' claim. The 'sub' specified is invalid."} I am using the code from docs. !pip install "box-sdk-gen[jwt]" from box_sdk_gen import BoxClient, BoxJWTAuth, JWTConfigjwt_config = JWTConfig.from_config_file(config_file_path="./config.json")auth = BoxJWTAuth(config=jwt_config)client = BoxClient(auth=auth)service_account = client.users.get_user_me()print(f"Service Account user ID is {service_account.id}") I read a couple of different posts, so I see multiple reasons for this, but it's hard to tell, because the previous posts were usually closed without resolving it, eg. this one 1. I have not correctly authenticated the app in the dev console. However, when I create a "custom app" with JWT as authentication method, I don't see the authentication tab in the apps setting. Why is that?I believe I saw this option when my account was created but it is

We would like you to request a restoration of a user which we deleted accidentary    Name of the user :  Yuki Asano e-mail address of the user : [personal information–redacted] date of delete : May 27th,2024 Thanks and Kind regards Emiko Maruyama Nax Japan Co.,Ltd.  

Is it possible to restrict a collaborator on a file to limited them to only and online editor and remove download capability?

These folder names seem simple and short but see screenshot. These are disallowed and freeze my entire upload, which cannot be resumed without logging out of Chrome, logging back in and uploading file by file.

I have a user that is having an issue when she uses the Move/Copy function, the folder she searches for doesn't show up and instead has to navigate there manually.  I tested it with my BOX account and get the same results, however, others it's not the same for every user.  Some users dont get the issue, some do.  Need some help getting this search function working.  

Is there a way to disable users from having the ability to reset their own password?  We would like only admins to be able to reset user passwords.  Is this possible?

I uploaded pictures to Box app on iPhone. Create date of some pictures was changed to upload date. Currently some pictures have Create date = Change date Does anyone know why this issue occurs ?

Hello,I bought the Account Type Business for one year and now I have to realize that my storage is limited to 1TB. Why is that? According to the pricing plan, I have unlimited storage space. The Enterprise account has several users who share folders. All users have no storage limit in the user settings. Only the Billing Storage unit is limited to 1TB.  

I had a file shared with me by Cisco. Here is how I wasted my time on this sad little product: 1. I had an account but was told pwd expired. Requested pwd update but never got an email. 2. I logged in using Google but for some reason I cannot see the file because Cisco requires strong pwds (which I already have but who cares). So I try to change the password through the options related to the notification. Not working. I went into my account settings and try to change pwd and got a "there was a problem" notification. 3. Looked through the knowledge base. To every question the answer is: "Welcome to the box community (welcome to join but you will never leave) I opened a ticket for you. No visibility into resolution. I wasted so much time on this absolutely idiotic product that I now feel committed, I want to see a ticket opened for my request that will take me to some other circle of hell. This is not a minor failure here and there, this is an epic product disaster. Got my popcorn.