Support Forum

Please refund the money from my canceled account. Thank you in advance. 

I received a password protected file. I also have the password from the sender. When I opened the file in Box it did not ask me for the password - no prompt - no dialogue box.  When I downloaded the file it did not ask me for the password either. But I cannot open the files that were downloaded. I have not been prompted to enter the password. Am I missing something? I have tried in both the Edge and Chrome browsers. 

Hi there, my phone number has changed so I can't access my original account - I made this account to be able to request help. Please could you let me know how to unlock it?

Hi, please run the script to reset the storage data, thank you. 

Can you advise us on what to do when we are unable to access locked files that are password protected? The staff member who created the files and made the PW's is no longer with us and we have no contact details for her.  Thanks 

Working on files and all of a sudden the folder I was working in just disappeared! It's not in trash; this is several weeks of work!!!!

Apparently, even if you change password and add two-factor it doesnt log you out of all devices and the unauthorized user still has access. I cannot remove them as of yet and no clue why it doesnt allow me to. This is a joke.

hola, tenía el plan plus que me da 50 000 mil llamda a la api y mejore la cuenta a 100 000 pero  me sigue marcando error

I set up personal account via google and cannot set a password.

Hi,  I have not logged in to my account for quite a while now.  Just today, upon checking all of my file folders are gone.  My account is clean and wiped out.  What happened?  Is there a number that we can call to help us on this?  It seems like this is not the first time and other users experienced the same thing.     Cel

Hello This problem as been unsolved for years, why is it still not fixed? At least the end user shoud be able to run the script themselves to solve the problem without having to waste box´s workers time! Could you please reset the available space size to it´s correct value? ID da conta 13906627666 Armazenamento usado 9,2 GB de 10,0 GB Best Regards

Critical issue -- After upgrading from personal pro to starter business, I've lost all my files. I need them back ASAP. Please let me know when this will be resolved.

We have a new co-worker, who I have added to our box account as a member, and she is a co-owner of the main folder that we are all working from. However, we can't see any of her files or folders she is adding within that main folder. We have tried changing her access, logging out and in again etc. still can't see the files she's adding. We are all using box drive - the other two users to this folder are both co-owners so should have access.   thanks  

Hello, I am attempting to add two users to my enterprise instance, but keep getting the error above even though the users have removed their accounts.

Box shows I have used 6 GB of my 10 GB storage but that's impossible.  I only have 36 files and the largest is 161 MB.  Can you correct the storage amount?

Hi Team,   Happy New Year! I hope this message finds you well. I am reaching out to gather information regarding Box logs for our user accounts. Specifically, we need details on the types of logs that are preserved at the backend concerning user activity on Box accounts, as well as the preservation period for these logs.   Your prompt response on this matter is highly appreciated. If you have any documentation or guidelines related to Box logs, please share them for our reference.

I'm doing a lot of restructuring of my organization's data, and it would be very helpful to directly get the ID of a file or folder through Box Drive (or, essentially what amounts to Finder on Mac). I know that I can currently do this through a manual multi-step process by right-clicking the file, selecting "View in Box", and copying the trailing digits from the URL that displays. But all these steps start becoming tedious after a while, and it also makes it tough to build in automations on my desktop. I know there is a Box Drive menu item called "Copy Shared Link", but that's not what I'm looking for, as the link can be deactivated and is not a permanent reflection of the file or folder itself. What I'd like to do is have a function on my computer whereby the input is the path to the file (or folder) on Box Drive, and the output is its Box file/folder ID. I can then use that ID in the Box API to run larger scale automated tasks. The function can be either called upon in Terminal, or i

I have been saving my important stuff in a folder for the past few months and it is missing. Can the support help in retrieving it?

I just deleted some folders and all files in trash but available space is not increasing. please fix it - thanks

When I try to Set Up 2-Step verification using an authenticator app, it does not show me the QR code or the key needed to set up my Auth app. This is what I see I have tried multiple times and it is this same issue.

8.5 GB listed as being used of my 10GB but I have no files. Where is this 8.5 GB; how can it be removed as I run out of storage space very quickly. I hear there is a script that Box can run to correct this. Can someone please assist. Thank you.  

HELLO, MY STORAGE SPACE IS FULL, BUT I AM JUST USING ABOUT 2GB OUT OF 10. CAN YOU HELP ME RESOLVE THE PROBLEM?  

Hi, Is it possible to check my storage limit, I don't think it's reporting correctly. Regards Rui

Hi ! My box storage shows wrong storage GB but I do not have such kind of volume. Please help from support, Thanks a lot in advance ! Best Regards

After logging in to Box, I can't change my password with the 'old' password that I just logged in with. I copy/paste the password into the current password field (because the password is long and random). Error says "Your old password is incorrect." Console shows: Failed to load resource: the server responded with a status of 400 () https://app.box.com/app-api/enduserapp/account-settings/account/change-password Browser is Safari 17.1 on macOS Sonoma 14.1