Support Forum

I deleted many files and removed my access to folders that took most of the storage space. I am still seeing my storage as full. Can you please re-count the size of my account storage asap? I am using this Box account for a few critical services. Please help asap!

Every two days I am having to remove Box Drive and reinstall. This is terrible. Here it is 10 pm at night and I should not be dealing with this. Then you go to submit a help ticket and that's a true goat rodeo. We are testing Box as a permanent replacement for Dropbox. So not good

I have created custom app with OAuth 2.0 with Client Credentials Grant option and when i am trying to hit api to get access token i got "Grant credentials are invalid" Error. Currently I am using developer free account. Also I have checked my creds. Request: TOKEN_URL= "https://api.box.com/oauth2/token" data = {         "client_id": <client_id>,         "client_secret": <client_secret>,         "grant_type": "client_credentials",         "box_subject_type": "user",         "box_subject_id": "<user_id>"     } response = requests.post(TOKEN_URL, data=data)  

Hello, my box account is showing that I've used 37gb of my 50 gb of storage although I've deleted everything in it, and I even deleted the items in the trash. I've also waited a few days in case it takes a while for things to reset on their own. Could you please do a storage reset for me? Thank you.

This is Cameron writing on behalf of my account to authenticate the refund and cancellation request. Thank you

When I first logged in everything was there, over 50 files and a calendar.  I updated my password and now its all gone except 2 files

I totaled the size of all of my items in my Box drive, and it is less than 50% of the total allotted and yet the system says I have exceeded my storage space. I noticed this bug has been going on for a while and with many users. A) Can someone at Box fix this issue with this script that has been used? B) It's both surprising and concerning that this issue hasn't been resolved and has to be patched top-side. Is this not a priority for the devs/engineers?

Hi,I'm blocked from Box and I don't know why.   Routinely checking links sent out with music to my team and when I just typed in the url. It came up with this   I need this fixed ASAPCan't even email anyone because i'm not a "business" account.

Normally I'm able to download PPTs from Box.  I can download excel files and word files, but I cannot download PPTs today.   

Hi!Is there a possible to protect a certain doc with a password?

Hi  I´m Adriana the IT Coordinator , one user put in contact with me because your cellphone mobile was restored and now cant login on their account, the system is requesting an security code with 6 numbers but, he does not have installed the authenticator app. we contacted with the box account administrator to try remove the 2nd step on my mobile but this is nor appearing on the system. I trying setup an other device but it´s requesting me an QR code but i can´t log on. this is now an infinity bucle. could you help us please to restore the 2nd step authentication? let me know any comment or question regards

I’m trying to very email however it states my session has expired. Can you resend the link? Thank you

Hi, I have no files saved in my box cloud storage, but box claism i have used 6.4GB. Storage Used 6.4 GB of 10.0 GB Pls run script to correct. https://support.box.com/hc/en-us/articles/360043695334-Storage-Usage-Or-File-Count-In-My-Account-Is-Incorrect Thanks

Hi, I posted on here yesterday and didn't get a response so just reposting.  My boss cannot access his Box account because he changed phones and the authenticator didn't transfer over.  We've tried contacting support and the support agent asked for the exact date as to when his account was created and when the last time he accessed the account in order to reset his 2FA, but it's impossible for him to know that information.  Is there another way to have his 2FA reset or disabled?  This has been the most frustrating process and not sure what can be done to solve this (don't want to have to create a different email address/account).  Any help would be much appreciated. Thank you

Hello, For some reason my authenticator code isn't working to log in. I'm in a solo business and can't log in to reset anything. Unable to find on your website how to start a ticket for help.  can you please advise how I can regain login to my account?

I recorded an interview on my iPhone yesterday on the Box app. The interview was 42 minutes long. After the interview I made sure it was saved. On the bottom of the phone it read 'saving....' Then it said 'done.' However, I cannot find the file in the Box drive. It should read 2030-06-13...Is there a way it can be retrieved? Is there a chance that the file is offline? I ask this because when I was about the log off the app, I got a message that said, if you logoff, all offline files will be deleted. I did not logoff. Maybe the file is offline somewhere? How do I retrieve an offline file? Thanks so much. Phil

If we change our custom subdomain, will the existing links we've shared using the former custom subdomain redirect to our new custom subdomain? ie changing our custom subdomain from https://oldcustomsubdomainname.box.com to https://newcustomsubdomainname.box.com

On Box, we are using Excel to setup a reference spreadsheet that will be externally linked by several spreadsheets.  We have users on Windows 10 and Mac OS X that need to access and modify these Excel spreadsheets.  When the external links are made, Excel references absolute links which refer to the users local directory. While I see multiple posts about this similar issue, I do not find a resolution that works for us.  Could you please provide further guidance?

I am developing an application, before I have access to the folders and documents created by the application over the Contents Menu, however, now I can not find where to manage the files and folder created by the application.   Thanks for your help and support.   Gerardo

Would it be possible to run the script that fixes the data usage?

Hi I have purchased images from a photographer 5 years ago and now logging in the files are missing. I've been through my emails and retrieved the original link and it's saying its been removed or is unavailable to me. I have tried already a few times to get in contact with the photographer and he won't return calls or emails. If I can provide you service the links could you possibly retrieve the images?

Hello, My wife and I got married last year in June. we are reaching out because the link to our wedding videos and raw audio is no longer active and we wanted to see if there is any way to get it back so we can download it. It has our ceremony and our pastor's message that we would love to re-listen to. Hope you help! Below is the link we had received.   

The Box Tools extension on the Safari Mac browser doesn't seem to work as intended. Upon installing, Box allows you to open up documents from Box.com into the desktop Office apps. However, somewhere along the line the connection to Box Drive/desktop Office apps stops working and Box Tools no longer works. The user is prompted to install the extension again, which works for a limited time, but fails again at a later time. I can confirm that this only happens on Safari Mac. It does not happen on Google Chrome Mac. Furthermore, it happens to multiple users, not just myself. It is not an issue with my computer or any setting configuration.   

Hi, My boss cannot access his Box account because he changed phones and the authenticator didn't transfer over.  We've tried contacting support and the support agent asked for the exact date as to when his account was created and when the last time he accessed the account in order to reset his 2FA, but it's impossible for him to know that information.  Is there another way to have his 2FA reset or disabled?  This has been the most frustrating process and not sure what can be done to solve this (don't want to have to create a different email address/account).  Any help would be much appreciated. Thank you

I have added a a new email address and have received a confirmation to the new  address to my new email address which I verified however I am still not able to make the new email address my primary box account email address. Thanks John