Support Forum

「無料アカウントの削除が途中で止まり、再有効化も再登録もできない」状態で、チャット相談の結果、アカウント自体の状態に関わる問題で、Boxサポートに直接問い合わせて対応してもらう必要があり、Box Supportでチケットを作成し、状況（メール認証失敗→削除試行→削除未完了→再有効化不可）を伝えて対応を依頼が必要とのことです。アカウントの完全削除と再登録の対応をお願いいたします。

Hello. I would like to request a restore of my account. Thank you for your cooperation. Deleted date: August 27, 2026

I am now getting a box asking to confirm move when moving files from one folder to another. It happens for each file being moved. This just started up and I move files daily so would like to turn this off but cannot see ow to do that. 

Hi.. On the Android app, my phone or tablet freezes when I open folders with a large number of photos. I can’t scroll through the photos. I’m even having issues with photo previews in these folders. Even in less crowded folders, it takes a long time for the photos to load. These problems have been going on for a long time. I don’t encounter these issues on iOS. I’d like a solution to this problem…Phone: Android 14Tablet: Android 16Box version: 7.3.757

I emptied the recycle bin permanently, but the storage capacity shows no reduction. Since there were many large files, storage capacity should have been freed up significantly, which unfortunately is not the case. What can I do, additionally to solve the problem?

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’m looking for how I can identify source of access about below log.I have multiple access log on open links which is showing “Unknown User” as access source user.It is easy to understand that if the link's visibiity setting as "Open", but link's which have visibility "Company" also have "Unkown User" access log. Does anyone can help for identify source of access?

Chào mọi người,Tôi là người dùng Box mới và hiện đang quan tâm đến việc mua gói Enterprise .Tuy nhiên, khi tôi đến phần thanh toán, Box hiển thị một thông báo cho biết tài khoản của tôi cần xác minh thêm trước khi tôi có thể tiếp tục.Có ai từng gặp vấn đề này trước đây hoặc biết cách nào để hoàn tất quá trình xác minh không?Mọi sự giúp đỡ hoặc lời khuyên đều rất được trân trọng. Cảm ơn rất nhiều!

My box drive can no longer sync and is saying I am out of space. However this is not the case. I have upgraded and should be allocated 100GB. We are using 19GB as per the admin console.  Could I please open a support ticket to resolve this? Thank you,Gary

I have been trying to upgrade from the free account to the Enterprise Plus account for a number of user subscriptions and I get the same error when it is trying to process the credit card;“Your account needs further verification, please submit a ticket at support.box.com.”I have contacted box support by email but have had no response for over 20 hours now, and I am unable to go further.

I am trying to get a copy of the Soc 2 Type 2 report for Box on behalf of my client as their security consulting service. I am reading on multiple other requests and support messages that you will need to open a ticket to get this, however, when going to the links provided in these other discussions, I do not get an option to open a Support Request, just to do community. Is anyone able to help me get in contact with Box Support to get this report as it is needed for my client's upcoming audit. 

Hi, I’m trying to create an automation, where when a file is uploaded via a file upload, it needs to be moved to another destination folder. The destination folder is to be selected based on the metadata value of the uploaded file. Currently, the move file outcome is not showing the option to select the triggered file, it only shows Pick a file from box, making it static. I would want select the triggered file upload to be moved. When I’m adding a Folder action(tried this for debugging), it shows the triggered Folder.Ideally I would want the same Variable File field to be shown for the Move File action. ​​​​​​​Please help!

I had cancelled in admin console prior to renewal. System auto renewed and charged me. Please cancel and refund account.

Dear Box Support Team,Thank you for your continued support.Our staff previously contacted your support team regarding the transfer of administrator privileges. In response, we received guidance indicating the following:Due to the resignation of the current administrator, the transfer of administrator privileges requires a new ticket to be submitted directly by the person who will become the new administrator, using the email address of a managed user within the relevant Box environment.In light of this, I, Toshio Yamaguchi, the individual who will become the new administrator, am submitting this request myself via this email.An employee who previously held administrator privileges at our company has resigned, and I (Toshio Yamaguchi, email address: <removed personal information>) would like to request the transfer of administrator privileges to myself.I apologize for the inconvenience, but could you please advise on any information required to proceed with this transfer? Please n

Is there a way to permanently delete “Box” Shortcut on my Desktop? I created a shortcut of a specific folder I will be using mostly but each time I turn my laptop on, there is the default “Box” shortcut again.

After multiple attempts and upgrading my account, I still can not access a shared link sent by a large enterprise client of Box. I have received multiple invitations to collaborate, share links, and they have worked with their internal IT teams.  "Oops! We can't seem to find the page you're looking for." ^^ This is the unhelpful message my whole team gets. I need to submit a support case to give you the details.

This has been like this for more than a week.I temporarily removed all files from folder, it still shows 2 files and 1.8GB used.   

I’m having an ongoing issue with some emails containing attachments saved in our project folders on Box being falsely flagged as malicious.  I can’t mark them as safe myself, as I don’t have the admin rights. I am co-owner of the folder though, so I get all the notifications, but as the pop-up notification doesn’t include the full file name, its not possible for me to search for the file to log a request to mark it as safe.ICT understandably can’t lower the security settings across our entire enterprise account. is there anything else that can be done to enable emails from trusted senders to not be falsely flagged - the would have already been scanned for malware when they came through our email client.

Hi, I am working with another company on a shared project. They are trying to invite me as an external collaborator to one of their Box folders. However they are getting the following error:Invitations could not be sent to the following people because external collaboration is restricted by either your or their enterprise: <personal email> I believe this is due to restrictions on our companies Box account. However, I am not a managed user of that Box account and have set up a separate free account to try and separate myself from their permissions settings. Despite this, the invitation is still being blocked. Is there any way to make this invitation work despite my email address sharing a domain with my companies enterprise?  

Hi! I am one of a team of three that was using Box previously. The other two users no longer have the emails on this account active, but mine is still able to login to a free plan. I am hoping to access all the files we had saved here before the account was closed. Are we able to reactivate the subscription and see the old folders? I do not see any of them in my free account. We do not want to sign up with a new empty plan, just pay to access the old one. Please advise. Thanks! 

I’m having a problem with Box Hubs where if I make the hub public and create a shared link, non-logged in users only see a default placeholder instead of the image thumbnail for any images added to the hub.This doesn’t make a lot of sense, since they’re still able to download the full sized image and see the full preview if they click on it. So why restrict the thumbnails, which are kind of a crucial aspect of sharing a content portal to non-users?Logged in users do see the thumbnails, but I need everyone to see them.

I have been invited to Box, I set up the 2-step verification as requested, but I cannot see any of the shared folders. I’ve been told to contact Box Support, but I don’t know how. What should I do?

Receiving message “You cannot move this folder because either this folder or the destination folder is locked by another operation.” We have had this Box account for many years and have never received this message when moving folders - until a few days ago. I cannot copy the folder either - Similiar message received. There is no visible lock on either the source or destination folders.We see online: “To fix it, wait for the operation to finish, close all related Box applications and processes” We’ve followed those steps to no avail.We have plenty of space/GB available.I see that this message from November 10th: “Critical Issues with Multiple Box Services...Impacting Box Web Application and Public APIs.” This is aroudn the same time we started experiencing this problem. Could this be related to our issue?Further, we see no way to submit a Trouble Ticket on Box site!Please advise.

I currently use BoxSync for MacOS—it has been too convenient to switch over to BoxDrive, which I will have to do by December this year.I’m concerned about the limits on the availability of files that I can access through the Finder once I transition to Drive. (This was never an issue with BoxSync.) Is it possible to make 600GB available offline with Drive? the 25GB or .50% of your HD space, whichever is the lower figure, makes it sound like I cannot mark all the folders I want immediate access to given caching or other limits.It’s all very new and scary at this point. Any insights would be appreciated, especially from users who have experience with amounts larger than those posted by Box? tx

We are small team and we only have two groups. One is comprised of two Admins, and the rest is comprised of the rest of our team. For some reason, the group containing the full team has access to one of our admin folders, but we are unable to remove that full group. I would love any ideas you might have to help us remove the full group from this admin folder. Thank you.