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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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10000 Topics
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community-managerKnown Participant
asked in Support Forum
Email already used in a Box account but not associated with an enterprise.

I am receiving the following message when trying to add a user:  "Email already used in a Box account but not associated with an enterprise."

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community-managerKnown Participant
asked in Support Forum
Email already used in a Box account but not associated with an enterprise

My user created an account with his work email address.  He then deleted his account, but I still get the message "Email already used in a Box account but not associated with an enterprise". Is there a solution?  A previous post mentions converting Unmanaged Users, but that is not my case, they don't show up as unmanaged users. 

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WorkerNew Participant
posted in Support Forum
When duplicating a locked Keynote to a new location, the new file inherits the lock but the UI shows unlocked

I’ve found that if you duplicate a locked Keynote to a new folder, the new file is Read Only, but the UI says it is unlocked.  You must lock then unlocked the new file.  Expected behavior: The new file should not be inheriting the lock from source file.  Version 2.45.185

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C
community-managerKnown Participant
asked in Support Forum
Restore deleted files

Please help me restore the files, I accidentally deleted.

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community-managerKnown Participant
asked in Support Forum
Frustrated.....How do I create and share a link with an external customer without making them create a Box Account?

I am with Amazon. We just had an Executive Briefing with my customer. The customer CTO requested that we send them the presentation decks from our EBC.  I just uploaded all decks to a folder with my customers name in it. Now, I need to create SEPARATE links that allow for the CTO and VP Executives to simply click the link and go straight to the file, without having to create a BOX account. I need to make it as easy as possible and hassle-free to access the slide decks. How do I create these links? What settings do I use? From the Videos I am seeing online, I have to add their email addresses to the folder. Is this correct? If I do so, Box sends them a notification they've been added to the folder. I do not want this. I want to attach the specific links to my follow-up summary and allow them to access the links to each presentation individually. I need help urgently as I have a deadline on this request from the CTO and I am delayed.

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VW_EXPNew Participant
asked in Support Forum
How to recover replaced folder

I accidentally replace a folder today. How do I recover my previous folder?

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community-managerKnown Participant
asked in Support Forum
Error uploading files

Good morning,  Each month when I try to upload the file in box for my organization, I am receiving the attached error. I have tried dragging and dropping but still get the same error. I have tried in chrome, edge and even cleared my cache/cookies. Other's within my organization are able to upload the same file stored in a shared location just fine. Please help!Thank youJenn OKane

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alexandrabox
alexandraboxNew Participant
asked in Support Forum
Relay Workflows and Folder Notifications

Our organization has set up 3 separate relay workflows that are based on actions taken in three individual folders within one parent folder. The entire organization has access to the parent folder, and then each staff member uses the workflow based on one of the 3 separate folders within that parent folder. The workflows are set up to notify the workflow starter, the approver, and someone assigned a general task, however, many in the organization are getting notifications about actions taken in all of the subfolders, even when they are not the workflow starter, the approver, or have a task assigned to them. I am wondering if I override the notification settings for the parent folder and disable them, will the workflow starter, approver, and someone assigned a general task still get the desired notifications based on the relay workflow? Or does disabling in the parent folder override the notifications set up in the relay workflow?

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ctoadvineNew Participant
asked in Support Forum
Workflow missing

I had a workflow that when an invoice was approved it automatically moved to a different folder.  That appears to no longer be working.  Suggestions?

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danarNew Participant
asked in Support Forum
Password issue on new browser

I tried to log into Box on Chrome and was met with an “Update your password” message.  I clicked the box and received my email.  That link launched on Edge and I updated my password.  Now everything is fine on Edge.Now I’m back on Chrome wanting to login with my new password but my only option is to update my password again.  Where is the basic login screen so I can use the password I just set??  I ended up resetting my password AGAIN while on Chrome and it was accepted but when I try to log in on Chrome with that new password I get prompted AGAIN to reset my password.  I popped over to Edge and was easily able to login with the newnew password.  What is wrong that I cannot log in on Chrome??

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JimDNew Participant
asked in Support Forum
Setting up 2FA

I am trying to login to my box.net account but am being asked for 2FA authentication 6 digit number. I haven’t set that authentication up yet because I cannot login. Please help. 

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Rona Box
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kamibobNew Participant
asked in Support Forum
Box Individualからアップグレードが出来ません

Box IndividualからPersonal Proにアップグレードしようとすると以下のエラーが発生し、何度試してもアップグレードできません。---要求の処理中にエラーが発生しました。お客様のアカウントでさらに認証が必要です。support.box.comでチケットを送信してください。

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C
community-managerKnown Participant
asked in Support Forum
Missing Files

Missing a file.  Please help.  This happened in 2018 and hasn't happened since, but now missing a very important document. 

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jose.moraNew Participant
asked in Support Forum
Unable to give an account Co-Admin

I recently lost access to an my co-admin account due to a domain change in emails.I created a new email with the original domain email.I had one of my co-admins try to promote my new email to co-admin but he is unable to promote my new account to co-admin.Bear in mind, this account is SSO’s so it’s important to keep the proper domain. Any help? 

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Rona Box
C
community-managerKnown Participant
asked in Support Forum
How to view / remove collaborators at all levels

been trying to remove some collaborators within a folder, obviously the main folder location is fine, but then the subfolders are impossible to track. any insights? 

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C
community-managerKnown Participant
asked in Support Forum
Error loading Tasks and Notifications

When selecting Tasks or Notifications from the menu, both show a prompt that there is an Error Loading Tasks or Error Loading Notifications and asks me to try again.

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MiguelGarciaSilvaNew Participant
asked in Support Forum
Trouble viewing and downloading files

Hi,I’m unable to view or download any files on box.com. I have already followed the steps in Box community for this type of issue but the problem persists. I have also contacted my organization’s IT about the issue and they’ve assured me that nothing is blocking the files.I can use other clouds similar to box and download files from them. So the issues is strictly with box.com. Can you help me?

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kkuwonaNew Participant
asked in Support Forum
Can't open folder in Trash

Hello - I have a single folder in my Trash and no data stored anywhere else in Box.  The folder is 0.9 GB over the limit for my free account.  I can not open the folder to find and download or delete data in order to restore the rest of the files into the account.  What can I do?

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KLJonesNew Participant
asked in Support Forum
Creating A New Account

Afternoon!  I am trying to create an account for one of the attorneys I work for that was sent records from GEICO.  He doesn’t have an account and we have no way of obtaining the records or contacting the sender.  Thank you for your time!

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Rona Box
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yickyueNew Participant
asked in Support Forum
access_denied error message seen by people I've invited to my Box folder

I am using Enterprise Box and have shared a folder with ~70 emails, a mix of internal email accounts and external email accounts. There has been a mix of access availability. Attached is the error message they see. Error message  Here are the Box folder settings - I have chosen “People in your company”, which based on the description should mean that both internal emails (invited or not) and invited external emails should access my folder:Share link access details 

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community-managerKnown Participant
asked in Support Forum
Invited collaborator cannot access folder

I've invited about 7-8 people to collaborate on a project, uploading and downloading files. About 1/2 are internal to my organization, the others external. Only two have been able to access the shared folder, one external contact and one internal. A blocked internal teammate invited said the message from Box said she wasn't a "collaborator". An external invited guest got an error message. How do I fix this?

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C
community-managerKnown Participant
asked in Support Forum
"Access denied"?

We are unable to log into box.com, we get an "access denied HTTP error 403" message.  We have critical business needs that require access to our account immediately, please help asap!!

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C
community-managerKnown Participant
asked in Support Forum
I have deleted tons of files in my 100gb account including the trash bin. When I try to upload a file, I still get this error message "Account storage limit reached". What's up?

I have deleted tons of files in my 100gb account including the trash bin. When I try to upload a file, I still get this error message "Account storage limit reached". What's up? Can't find any support help desk to run the account storage size script as talked about in previous Box user complaints about this same issue as seen here: https://support.box.com/hc/en-us/community/posts/6808186700691-Account-storage-limit-reached

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LOVILLNew Participant
asked in Support Forum
Tax ID on Invoice

I need help putting my Tax ID and company name on the invoice. Also, I have a few questions about users.

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Rona Box
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TakaNew Participant
asked in Support Forum
I haven't received the password reset email

When I log in, I get the message "Your password has expired. Please enter your email address and we'll send you instructions on how to create a new password." I followed the instructions to enter my email address and reset my password, but I haven't received the password reset email. I haven't received it yet. Please remove this email address <personal information redacted> from your suppression list.

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Rona Box

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