Support Forum

Does Box actually have a support contact? For the first time I am having major issues and the contact us button doesn’t do anything other than sending me to the community page.I tried repeatedly to create a new folder and kept getting a message to say there was a problem with my request. Unhelpful to say the least, and frustrating since I have been using Box without problems for a couple of years. I managed to get around that by logging on with my phone. That let me create it. I’ve then tried several times to upload a file (88MB and I am well within my storage limits) and it gets to the 100% point, hangs, and then eventually fails to upload. Given that I am trying to meet a court deadline, this is unbelievably frustrating. The service status page says everything is working ok, I can access existing folders, so I really don’t get what is actually going wrong. Any suggestions appreciated! Thanks

Hi,We are using the Box for Netsuite integration and have a small query.Purchase Requisitions are raised to request the creation of a Purchase Order.Part of the requisition process is the loading of quotes, images, emails etc. to the record.The native NetSuite process is that when the Purchase Order is created from the Purchase Requisition, any attachments are copied automatically over to the PO.We recall something being mentioned about this in our initial presentation of Box but alas we do not recall the detail.Could anyone guide us on how we can set this up.

Please resend verification email. The link provided to change password does create a new link sent to my email….yes, I checked junk folder. 

We have been working trying to find a solution to the inherited cascade permission for a while without success. There is no way we can continue with BOX (not even started) and they deny the refund because we paid the annual subscription. This is unethical, since the person that assisted us in sales never explain correctly and their sharing functionality does not work. Anyone else with this problem and how to solve? It can not be the regular cancellation as they don't understand. Please advice.

ストレージの容量がいっぱいになり、アップロード出来なくなったのですが、どうすれば拡張できるのでしょうか。ストレージは無制限だと認識しているのですが。 

Hi everyone,!--tgqphd|[]-->I just created a new Box account but I am facing an issue setting up my password.!--tgqphd|[]-->Every time I try to "Create Password" under the Account Settings page, it constantly shows an error message. Because of this, I am also unable to log into the Box Sync / Box Drive desktop app that I downloaded.!--tgqphd|[]-->Furthermore, I tried using the "Reset Password" link, but it still fails to create or update the password within the Account Settings.!--tgqphd|[]-->Could anyone please advise why this is happening and how I can fix it?!--tgqphd|[]-->Thank you!!--tgqphd|[]-->!--tgqphd|[]-->!--tgqphd|[]-->

Which Box plan allows users to view or track expired files or documents?

The Box App for iOS is completely bugged.I have a user on an iPad. When he navigates to a particular file in the app, it shows an old version that has been updated. When he opens the file on Windows of through a browser, it reflects the current and accurate file. We signed him out and back in, reinstalled the app, power cycled the iPad, and makes no difference. A technician from out IT Company signed in on his iOS device that has never had Box installed on it, and got the EXACT same issue as the end user. They also signed in as our upper level admin and saw the same outdated/old version. When logging into the Windows App or a Browser, they too saw the correct version. This rules out network difference, user permissions, missing updates, outdates app, etc.We need this addressed immediately - we have users out in the filed and at job sites, and we cannot afford to have them not getting correct information and files. 

I cannot seem to add users. I have watched videos and read all the self help. I need help from a person.

I am trying to recover a deleted user account and its associated folder map.

I have tried to save photos from my local iOS roll to iOS Files > Box (because I thought that you just don't need to keep any app active until all files are synced, but the files will all stay in "waiting". The files neither appear in the box app, nor in the web app. How would I trigger syncing the box folders in the iOS Files app with the Box server?

Hi,Which Box plan allows users to view or track expired files or documents? I’m referring to the actual file or document itself, not shared links. Does Box also support automatic file or document expiration? If yes, could you please let me know which plan includes this feature? Additionally, may I ask which Box plan includes access to the Dashboard feature? Thank you, and I look forward to your response.

I want to restore a folder/file that I accidentally deleted.The data is not in the Recycle Bin.What information do I need to provide in order to restore them?

I see that this was asked and commented on by many. I do not see a resolution.The issue: An error message from uploading a document pops up as a notification and blocks the usable work area on screen.The requested solution: a way to disable this notification (because it does not clear, refresh, delete, expire, etc.)Please answer:Can notifications be turned off?  How?Thanks

  I would like to report multiple critical onboarding and sync issues affecting new Box users and Box integrations.1. Password Creation Fails During New Account SetupWhen a user signs up for a new Box account and tries to create a password, the system repeatedly shows the error:“There was a problem changing your password.”The process keeps looping and loading, and eventually the password is not saved at all.The only workaround currently is: Use “Forgot Password” Receive the reset email Create the password through the password reset flow instead This should not be required for newly created accounts.2. OTP / Email Verification IssuesThe OTP verification process is also unreliable.Sometimes: The OTP email arrives correctly The user enters the correct OTP The website keeps loading for a long time Then eventually returns: “Wrong OTP”even though the code is correct.This makes account verification extremely frustrating.3. Sync / Connector Problem After Successful Password SetupEven

I have some users who are trying to install Box Drive as we transition away from Box Sync before the end of the year. I instructed everyone to first unsync for any files/folders they might have actively synced to on their local Macs and then to run the Box Drive installer which will uninstall Box Sync during the installation. They have been unable to completely unsync their files. Is it necessary to unsync before installing Box Drive? Also, should they sign out and quit Box Sync before running the Box Drive installer? Will anything happen to the source files/folders to which they had synced if they don’t unsync first? Thanks in advance.

I installed Box Drive and was able to log in, but it just shows "Connecting to Box" and never connects.

ファイル・フォルダ表示のソート順が名前順に固定できない 以前は01_02_03_ とファイルが並んでいたのですが、何かを触ったらしく、更新日順から戻らなくなってしまいました。どなたか解決方法をご存知ないでしょうか。 見づらくとても困っています。よろしくお願いします。

I am a frequent user of Box for viewing recorded training sessions. Since the recent video player update, the "Fit to Screen" / "Aspect Ratio" is not functioning correctly. The video remains letterboxed/small and does not utilize the full browser real estate. Steps to Reproduce: Open any recorded .mp4 video in Box web preview. Click "Fit to Screen" (bottom right corner)    Observe that the video player does not scale to fit the viewport. Current fit-to-screen Full screen:​ (Observe that the video player does not scale to fit the viewport)Expected Result:  The video player should intelligently scale to fill the available screen space without cutting off content.  Expected fit-to-screen Full screen :​​ 

Hello,We are experiencing an issue where metadata search does not return results in Box since around May 20.- Metadata values exist on items (set long ago)- Exact match search is used, but no results are returned- This occurs in both the Box Web application and the APIHas anyone seen similar behavior? 

I have installed Box Drive in Windows 10 but I cannot see my files/folder in Explorer

User created an account independently, but we want his account to join the Company Team. He cannot be invited (I assume as his email is already in use?)

I am trying to add a linked email address, and it’s tell me there was an error.  I don’t know what to do.  My primary needs to be changed ASAP, but it won’t let me change it to my home email.

Dear BOX, My current credit card was expired, but I cannot add new credit card. What can I do? Please support

  以下の表示が出ました。 アカウント確認メールの再送信をお願いします。   このメール確認リンクは有効期限が切れています クリックしたメール確認用のリンクは有効期限が切れています。 申し訳ありませんが、アカウント管理者に問い合わせ、アクセスしようとしているアカウントの確認メールの再送信を依頼してください。