Support Forum

 I added a new user, but I didn't receive a confirmation email and can't log in. I tried to reapply, but I didn't receive an email.  I will receive everything except the confirmation email

New User <personal information-redacted> not receiving confirmation email. Please remove from suppression list.

Hi everyone,I am trying to create a support ticket but it is almost impossible to find any useful instructions or links in the Box Knowledge section.Here is my issue:I am attempting to send an invitation to a user to join our enterprise, but the system will not allow it because the user already has an existing Box account registered under our company email domain. That account is not licensed or linked under our enterprise.Can someone please assist or guide me on how to create a support ticket so I can get help resolving this issue as soon as possible?Thank you

I have a google workspace account and my email address has changed. When I try to login to my box.com account, I get an error saying I need to use the old email address which is no longer possible. How can i fix this or delete the account so i can start over?

hi guys, seriously need your help here. i can’t login to the portal (thankfully my android app can still work but i can’t do much with my phone). what happen was, i have been using box for more than 10 years and i’ve been using my email to login. however, 1 day, i forgot about this and chose to login with my google account. both method of login (using email and login with google) are using the same gmail account. i think there’s some issue here where the system can’t recognise it. 

I have been a Box user for years. I use it for personal files (family photos) and for work (folders shared with me by others).  As of this evening, everything is missing -- my account shows 0B of 10GB Used.  Yet there is no logged activity.  There are no files or folders in the Trash.  No shared folders have been unshared with me (I have checked with the owners).  The account is associated with a personal email address and there are no notifications of access or changes. Resetting a password and logging in using different browsers had no effect.    I have already evaluated the standard responses for how to troubleshoot.  This does not seem to be a standard issue -- my account has been completely and suddenly wiped.  I would appreciate help. 

I have a google gsuite account and my email address has changed.  When I try to login to my box.com account, I get an error saying I need to use the old email address which is no longer possible. How can i fix this or delete the account so i can start over?

Hello,  I need to change the primary email on my account as it is no longer in exsistance. I’ve gone through all the tutorials and when I click on my icon in the top right there is no “settings” option. I do have a secondary email that I’ve been using, but I’d like to update the primary. This has been an issue for over a year and I can’t get resolution. It should not be this hard. 

I need help with restoring my bandwidth, i havent uploaded anytihng in over a week and received 2 over use of bandwidth… i thought i have unlimited bandwidth and i didnt even use it during the periods i received. notices, i need a support ticket asap! i dont like that i receive a warning WITH NO WAY to contact support at all. 

I did not authorize $500 in charges. Please cancel my account and provide a refund. 

I’m building a Power Automate flow that saves incoming email text and attachments to Box. The flow works when I point “Create file” directly at my Invoices folder, but when I try to save into a client-specific subfolder (e.g. Invoices/<ClientName>), the action fails with the error “Only admins can create folders in the root due to enterprise security settings.” The client folders already exist in Box, so I don’t want to create anything new—just upload into them. It looks like Power Automate is interpreting my dynamic folder path as a root path instead of using the existing subfolder. I need guidance on how to reliably target existing client subfolders by variable without triggering root-folder creation errors.

I am in need of support on setting up Box with Google. I had my tech set up and it is not working properly and we have several questions. Ideally I would like a consultant that can get online and walk us through the final set up. Please advise. 

I am attempting to submit a help ticket but cannot find where to do so on Box's website anywhere. I need technical support with my organization's enterprise purchase of Box...

Hello,We are currently using the Box Business plan (JPY 1,881/month). I understand that inviting external collaborators is not available on this plan.However, we would like to share certain folders or files with external users so that they can view and download the content. Could you please confirm the correct way to configure the sharing link settings to allow external users to access files in this way?Thank you in advance for your guidance.Best regards,

When opening Excel from Box, I can open it in Excel Online but not in Microsoft Excel.

I recently had some files fail to sync properly to my Box Sync account and they disappeared from my desktop and box sync account. I have looked in the trash on my box sync account and in the trash on my PC but I’m still unable to find them.

Dears, i created an excel file and saved to my box synced folder but i cannot find now nowhere. i have lived a few times this problem. Why my files lost, how can i find them?

My password for USAfx no longer works and when I try to reset it, the reset emails never arrive. I’ve tried checking junk mail, rules, etc. I am able to log in to box just fine, but not USAfx.

Why can’t I toggle on  “Expire link” when creating a shared link to send to somebody? I’ve tried all the different share options shown above the expire link option and none of them enable me to toggle on the expire link option.  (I am the account owner of this account and of the folder/files I’m trying to do this on)  

I am the admin for our company account, and added a key user who knows his login, but cannot get his 2fa code from his auttenticator ever since his iphone got soaked and his phone got replaced.This seems to be a common occurrence, and i would appreciate guidance or help with this, thanks Admin

I am requesting your latest SOC2 Type 2 report for our annual audit of your platform.  Please advise on who I need to contact specifically to receive the reports.   I don’t see a Support or Sales Rep assigned to my account.  Thanks,Brian 

I have an unpaid plan currently but want to be able to add collaborators as Preview Uploaders or one of the other levels where they can upload docs but not delete them. Will be Business level paid plan give me that option? 

Dear Box support, im the IT manager of ispace inc. company our domain registered is : https://ispace-us.app.box.com/  One of my colleague account related to the email : <personal information-redacted>  is not able to login to Box Account anymore and he never got access to it for a problem with a 2FA request that is done on his account and that is not sending any notifications on his correct authenticator app registered officially with his user ispace .   can you please RESET the account in order to disable the 2FA or to reset it again correctly with his authenticator app and his iphone work device .  Please to treat this request asap because it has become critical for the user to use BOX application for his duties in ispace company .   Best regards,    

When using a public link to share a file, Box.com generates a URL with '/s/' in it, and an expiration date can be set for the link. However, once the link expires, even the file owner may have difficulty recalling the original file. Is there a way to recover the original link from the expired address? I know we cannot generate the same link again, but I want to access the original file myself as an owner.

Hi support, I have files which I uploaded to box, but when i log into box it shows i have no files on my account. but when i open my old sharing links i can see that they are still accessible. i can see them but not download them, and instead of them saying i am the author it is saying “ a prior collaborator” and the owner is box admin. Can u fix this?