Support Forum

Good evening.Every time I try to log in, I am prompted to reset my password. Once I reset it I am unable to log in. I am blocked from accessing my company’s files.

I just upgraded to Business Plus after upgrading from the 100 GB version. All of my old files are now missing. Help!

I need my MFA reset for my account--not this one (I had to create this one to access support), but for my other account. I cannot log in due to not having my MFA device anymore.

My Box Drive desktop app suddenly started showing this error message one day: “Unable to log in. Box Drive was unable to access the Keychain to securely store your login details. Please ensure Box Drive has access to the Keychain and log in again.”I have tried logging in several times, but I still cannot resolve the issue. The app keeps showing the same message and does not let me complete the login process.Has anyone experienced this problem before? Any suggestions on how to fix Box Drive’s Keychain access issue on macOS would be greatly appreciated.

Hi,The company I work for needs Box’s most current SOC 2 report and related bridge letter. We don’t know who our account representative is as we have never communicated with them, please help. 

The Knowledge Base was useless. Tried phoning Billing to no avail, long hold, had to hang up,  Have been on hold for as of now for 53 minutes waiting for Sales, No more Live Chat available either. I had a record drop yesterday and am heavily engaged in promotion therefore it’s disastrous to me that I cannot  change the .wav file sharing status from READ ONLY (i.e., Listen only ) to DOWNLOAD. The DOWNLOAD bitton is grayed out. This inferior customer service can be catastrophic. I wonder what cheap skinflint or heartless, cheapskate corporation owns Box.

My hard drive space is dwindling and as far as I can tell there is no way either through the desktop or browser to see all folders marked for offline use in one place.  Using MacOS.

We are in the middle of our CMMC / NIST 800-171 audit and they are requiring a shared responsibility matrix FROM Box.com.   Is there somewhere to download this type of Document.   We are on the FedRamp service but am having trouble finding any documentation on Box.com FedRamp and responsibilities.

My previous intutition used box. I have moved on to another institution. I forgot to export a specific set of files which are now extremely important to my current work, and I no longer can access my previous Box account. 

Please can anyone tell me what is the meaning of this “There was an error processing your request.Your account needs further verification, please submit a ticket at support.box.com.” Trying to open a new Box account separate from current one and got this message...

Box says an update is available but every time I attempt to update it says it failed. I have sent logs 15 times and there is no longer an option to open a support case. I am on a Windows 11. This needs fixed or I and thousands of others will move to another service.

This tray icon is messing with the display switching on my laptop, but I can't find an option to remove  (NOT HIDE) the icon/app from the tray entirely. Using the tray icon options in settings togglesspecifically *only* Box to hidden or unbidden; the other apps' options for tray icons toggle between unhidden or disabled. Does anyone else have this issue?

I received a notice that I had been charged for the next month of service, but I had intended to cancel service. Is it possible to cancel now, and receive a refund for the service? I have not used it for over a week 

For a long time I have been having frequent issues with not being able to open my local Box files. There is no pattern, and this happend under various Box Drive versions. The most annoying thing is that I submit my logs, then I see the message: “Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.” So I try to create a case, but probably because I am on a free tier, I don’t actually have the option to open a case.I cannot do any work right now!! The only thing that works is restart of my laptop, but then after a while, Box Drive files again stop openinig.  

I was using https://play.google.com/store/search?q=xplorer+manager&c=apps&hl=en_US to access my files but now it gives me errors and white screen comes up and it never moves on an andriod device.  Any ideasTIABob

We have an account that’s set up with Okta SSO, our admin has left the company and left us with no way to access our Box.com account. I’m hoping to get my account elevated to admin so I can take it over.

We have recently encountered an issue where external partners, who have Box accounts and have successfully accessed and edited documents in the past, are now unable to open them and are getting frequent (~30 seconds) error messages that their session has expired. Does anyone know why this is happening or what I can do to troubleshoot/support the external people? 

Hello,I’m in a bit of a catch-22 situation: I’m trying to upgrade from a free Box account because I’m over my storage limit. The checkout flow says: “Your account needs further verification, please submit a ticket at support.box.com,” but when I go to support.box.com I do not see any way to submit a ticket, probably because I’m on the free plan.Can Box verify my account or enable ticket submission?Thanks!

The destination folder pop up, the one that appears when you move or copy a file to another folder, is VERY slow to populate.  Is anyone else experiencing this? If so, what’s being done to correct the issue?

We have a user who uploaded several pdf files on May 19th.  He went to check them today and the file names have changed to a number and a squiggly line, and another number.  Those were not the name of the files that were uploaded.  How did that change and how can I keep it from happening again?

Dear Helpful members,I have a question regarding users and groups.Initially, I registered the domain name “A.” Later, I needed to change the domain name to “B,” so I deleted domain “A” and registered domain “B.” Currently, only domain “B” is used for managed users, and I understand that any other domain should be treated as an external user domain. However, domain “A” does not appear as an external user domain.Could you advise me on how to resolve this issue?Thank you for your assistance.Best regards, Ken

Our Estimating Department frequently shares links to vendors so they can access bid inquiry folders. Is there a way to get the tracking history of the invitation email sent date, the date the invitation was accepted, and the activity associated with the link? We need to verify that the vendor has received and accessed the link for contractual purposes. I appreciate any guidance provided.

Hi,I recently had a folder shared with me from another organization. The person said they provided my account access via email and sent me a shared link. When I click the link, I get the following error message:This shared file or folder link has been removed or is unavailable to you.Think it's a mistake? No worries: Just email the owner or get in touch with Box support. We're here to help.What should I do to gain access to this folder?Thanks!

when I save a file I am working on to box only I can see them. My coworkers can to see the files I have created and saved or the updated files I have edited.   Please help me with this issue. I am using a MAC.

Hello, I was wondering if I am able to reactivate my school email BOX account after deactivating it a few weeks ago. When I try putting in my email after clicking the reactivation link, it says there's an error and I get this message: “There was an error processing your request. The account associated with this email is not eligible for online reactivation. Please contact our Billing Support team at 1-877-729-4269 or billing@box.com.”  I appreciate any help in reactivating the account as I must use it for my school coursework. Thank you kindly. Warm regards,Adam Zilberman