Support Forum

When I try to upgrade my plan it shows like belowAn error occurred while processing your request.Your account requires further verification. Please submit a support ticket at support.box.com.

I am having trouble changing my email address.Since my company email address has been updated, I would like to change it to the new one. I followed the instructions in the link below, but it did not work.I am the administrator myself.[https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box](https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box)> *How an admin can change a user’s email address*> → When I try, I get a tooltip saying: *“To change your primary email address, please go to your account settings on box.com.”* and I cannot proceed.When I tried to link the new email address from **Account Settings > Account**, I received the following error:> *You cannot use an email address from an unverified domain as a secondary email address. Please ask your admin to verify the domain, or contact Box Support for assistance.*

Hello, I have provided a link in my esignature and selected “people with the link” can open and view; however, a customer advised that the link is not opening and they are being prompted to either Login or Sign up for a fee. Can someone please advise why this is happening and how to fix the issue? Belo is a screenshot of my current settings for the link: 

How do I unlock a file that says, "this file is being edited with box for office for web"? It says I'm the one who has it open, but I don't anymore. I've closed all instances of Box and restarted my computer

Hi there! I have a Box AI Agent created to answer HR questions.  I have a Box Hub with our public HR documents.  I only want my users to use this HR Agent with this HR Hub with no other options available to the user. How can I configure that?

[日本語]こんにちは。フォルダ所有権を別ユーザーへ移動しようとしたところ、以下のエラーメッセージが表示され、処理が実行できませんでした。"移動しようとしている項目のさいずが、この処理の現在の上限を超えています。 項目数を減らしてやり直すか、サポートケースを発行してサポートを依頼して下さい。"ただ、この「サポートケースを発行して」という案内に従おうとしても、  管理コンソール内にサポートケースを作成するメニューが見つかりません。状況を簡単にまとめると次の通りです。- 所有権を移したいフォルダは約10TBで、アイテム数が非常に多い- 元の所有者（User A）はすでに Admin から Member に降格済み    （Synology Cloud Sync 用アカウントのため）- 現在の Admin は User B- UI 上では共同作業者権限変更や所有権移転ができない- 画面上には「サポートケースを発行して」と出るが、どこから作ればよいのか不明質問です：**このエラーメッセージが出た場合、  Box のどこからサポートケースを作成すればよいのでしょうか？  （コミュニティ投稿以外に、正式な窓口が存在するのでしょうか？）**もし同様の経験がある方、または正しい手順をご存じの方がいれば、  ご教示いただけると助かります。よろしくお願いします。（この文章はchatGPTで作成しました） [English]Hello,When I tried to transfer ownership of a folder to another user,  I received the following error message and the operation could not proceed:"The item you're trying to move exceeds our current item limit f

Hi, I have received a folder with ~2000 files. The size is huge in total. When trying to download, I got an error of exceeding download size. I can't download one by one. I wonder how I can make the download? Thanks. Best

I would like to download files from a Box I am invited to, from a linux command line. How should I proceed ?

I am getting this message from my Finder installation.  I can see at one point my files were synced.. May 2025.  When I go to finder it takes me to Box login, I provide credentials, then this appears...

Hello everyone,My colleague is encountering issues despite being added as a collaborator to a Box folder.They are not receiving invitation emails. Since no invitation email was received, they signed up by registering their account information via this link: https://account.box.com/signup/personal#q63ft They are not receiving a confirmation email after signing up. In the collaborator list, their account status appears as "Pending." Our mail server is not blocking Box email domains.We require assistance from the support team.Best regards,

Hello,I lost my mobile phone used to receive two-step verification codes and cannot log in.I would like to request that two-step verification be disabled.

Trying to set up 2FA using an authenticator app. I’ve scanned the code and used the code show to generate the code, but the site doesn’t accept the generated 6-digit code. I’ve deleted it and re-tried several times with the same result. Using 1Password as the authenticator app.

I don’t understand why I can’t do anything in Box.  The web opens but I can’t delete or create files or folders.  I thought maybe I needed to delete some stuff to get it to work but I can’t.  Just an error message that Box had trouble completing my request.

Hello, We need to add an additional domain to the account.  Can someone assist?

Hi,  We have set up all our folders with metadata cascade policies, as we would like any files that are added to these folders to automatically be assigned the relevant metadata. However, we have noticed that when copying files from elsewhere in Box, any existing metadata on the file is not overwritten by the metadata policies assigned to the folder that the file is moved to.  We are using the API to set up the metadata cascade policies. Is there any way to ensure that any file moved into a folder with a metadata policy assigned to it automatically has any existing metadata overwritten with the new metadata as per the new folder's metadata policy?    Thanks for your help. 

I can't delete files. The trash icon doesn't appear in the top right corner of the screen.  

The following emails are unable to receive any invitations or password reset requests from BOX. All trash & spam filters have been checked. It is assumed they landed on the Suppression List: [removed by moderator] ; [removed by moderator] Thank you!

Hi, I need to migrate existing Box content to Sharepoint and plan to use the sharepoint migratioton tool - but want to check all files stay in Box before doing so - ie: they are copied not moved. Can you please confirm. Thanks. 

I’m trying to add a new user to my organisations Box account. The admin console says 9 out of 10 seats are in use but when I try to create a new user it tells me that there are no spare seats available. I even tried deleting one of the existing users to get it down to 8 out of 10 seats used but, although only 8 users are listed, the console still states that 9 out of 10 seats are in use and refuses to let me create a new user. Help please. 

The widget doesn’t render properly and shows different application state (inital form, upload more form, error form) when visiting the file request widget url - screenshot below. It’s impossible to upload anything. Reproduced in multiple browsers (Firefox, Chrome) and OSes.Repro:Create a new folder named Test Click on ::: menu and select “File Request” Save Visit widget url  

ファイル・フォルダ表示のソート順が名前順に固定できない 以前は01_02_03_ とファイルが並んでいたのですが、何かを触ったらしく、更新日順から戻らなくなってしまいました。どなたか解決方法をご存知ないでしょうか。 見づらくとても困っています。よろしくお願いします。

I'm trying to have a cell in an Excel file (let's call it File A) that is linked to a list of numbers in a second Excel file (File B). They are both saved in a Box folder. The goal is that anyone with access to File A can refresh its links to get the latest numbers (which are in File B). The problem is that the file path shows the location of the Box Drive in my computer, not the "cloud" where the file is. So other people are not being able to refresh the links. How can I fix it so that the file path does not direct to my computer, but to the Box where it's saved?

We are trying to figure out how to link excel files in box drive. Even with files linked that are one person's desktop box file (so the path is the same every time), every time the file is opened it says it can't find the files and we are forced to relink. 

I am not able to install the box drive on my laptop. When  i run the same, it does not open anything. Any help will be really appreciated. Thanks in advance.

Hello, I upgraded from Personal Pro to a Business Enterprise plan for my company. Now many folders containing personal data have disappeared from the web UI. I can still see them in the desktop sync on my Mac, however. Some of the folders that were personal, and were shared to others in the Enterprise are now missing from both the Web UI and the Desktop Sync! How can I do whatever permissions trick has to be done to be able to see them on the web UI? (I don't want them sync to my desktop!)  Also, what happened to the share links if I had shared those personal file folders with others? Are the people I shared with now unable to see the folders too???   Help!