Support Forum

I am in Box every day, but when I went into Box today most of our folders and files were missing. They were all there yesterday.

There are many  files and folders missing from my account. All the activity from this year seems to be missing.How do I recover files and folders?

I have created a new box drive account to submitted this request because My school email was deactivated by school after graduating. I lost access to that email <personal information redacted> and box drive files. I need help with recovering those files and transferring them to new box drive account

How do I create a support ticket? I seem to not have the option to do so. I just see the link to the ‘Box Community’ page. Thanks.

BOX NOT SYNCING TO DESKTOP & NOT OPENING

Hello,I created a personal Box account using my work email via Google Sign-In. My company has changed from a Google Workspace platform to Office 365.Please assist in deleting or disassociating the account from Google login.Thank you,Kim

I’m a long time user the free version of Box. All of sudden, I’m getting messages that I have run out of storage. I have now deleted several hundred MB of files, but I’m still getting the out of storage message and I can’t upload any more files. I’ve cleared my Trash...still says I’m out of storage. Yesterday, I was fine. But today, Box says I’m out of storage and nothing is changing after deleting lots and lots of data/ files. Maybe a cache issue? Would love some help from the Box team. Thanks. -ray

Hi I access box through andersons, it does not accept my phone number, can i get this reset. Why does it keep locking me out?

The contract type of the plan is a business plan.When I tried to send a box sign using a derived account, the following error occurred. Account storage limit reached: Unsuccessful HTTP status code received. What exactly should I do to resolve this error?   --------------------------------------------------------------------------ビジネスプランを契約しています。派生したアカウントにて、box signを送付しようとしたところ、下記のエラーが出ました。 Account storage limit reached: Unsuccessful HTTP status code received.（アカウントのストレージ制限に達しました: 失敗した HTTP ステータス コードを受信しました。） このエラーを解消するためには、具体的に何をすべきでしょうか？--------------------------------------------------------------------------

Hello,Does Box has a bug bounty program? Can you please confirm that the HackerOne submission embedded form is a bug bounty program: https://www.box.com/about-us/security

Hi, I just installed Box Drive Version 2.51.233 on MacOS and would like to know why the folders I select as "not to sync" on the web (app.box.com) are grayed out in Finder? The same applies if I operate directly from the file/folder context menu or from the app's Preferences. Thanks in advance.Fabrizio.

I have been using my 50GB Free for Life developer account for many years now, and I am using ~28GB of it, but when I attempt to upload more files it says I am over my storage allowance for the account. Most of the admin screens show the correct usage vs max allowed, but one of the settings screens says I am using 28gb out of 25GB allowed.  How do I fix this discrepancy?

We are using the free version of Box which includes 100BG of storage.  We reached the limit a while ago and have been getting rid of old files over the last 2 months or so.  I'm still getting a message that we are out of storage but the admin console window show us only using about 35GB of storage.  I just got the message again when trying to upload a file.  We are just a small non-profit using the free version and can't afford to pay at this point.  Please help!  Thank you!

I paid for Box Business Plus to use Custom Terms of Service, but Box has not provided a working path to enable it. Custom Terms of Service support articles say it requires Box-side enablement. It is not visible in my Admin Console. A Box Community answer says this feature must be enabled through a Customer Success Manager via Sales. I contacted Sales. The chat rep first said they were in a meeting and could not help right away, then later said this was a Support issue and directed me to [removed by moderator] . I contacted Support. Support replied that Box does not provide direct technical support to Individual plan users and recommended upgrading. I have already paid for Business Plus. I am paying for a business plan without a working way to activate the feature I bought it for.Please do one of the following: Enable Custom Terms of Service on my Business Plus account; or Confirm Box will not enable it and refund the subscription.

I have a shared account for business between artist & manager, we mostly store short video files on box for social media content ease of access. Please tell me why none of my files will load on the web app, just eternal pinwheeling and nothing happening when I click download. So I’m like ok, let me troubleshoot. It tells me to fix this, download the desktop app for mac. I download the app, go to log in, and I’m stuck in a log in loop, where I click to log in in the browser, successfully log in, and then get taken back to the app log in page again anyway.  Try this a couple times, realise I’m not insane and this doesn’t work either, back to troubleshoot. The solution: use the web app. Am I crazy? Do most people just not simultaneously experience both of these issues? I only even downloaded the desktop app in the first place because the web version wasn’t working. Ad on searching, I see countless people having both of these issues with no resolution from Box. Absolutely shockingly ba

I paid a starter plan for the year for 3 seats. Box would not let me add 2 more without paying more. How do I contact someone able to support? 

Is anyone here unable to copy text in PDF files after clicking and using the ‘zoom in/out’ or ‘toggle thumbnail’ feature? After refreshing the page (F5), I can copy the text again, but I work with a large number of files, so having to refresh every single file is very time-consuming. I’ve been experiencing this issue since the beginning of this week, while everything was working normally in previous weeks.

Hello - my coworker has tried to switch himself as the main admin to me. I want to add Box AI and Box Extract so that we can automate more of our processes. Can someone just change the enterprise admin for us so I can manage that? 

HiWe are not a box user but one of our clients is and has repeatedly tried to share via box. I have checked the server logs and the email is never received by our exchange server.To troubleshoot the issue I created a box account and tried to send and no message received, I then tried an alias which uses a different domain and that email was delivered. My only conclusion is the our domain [removed by moderator] is on a suppressions list with no ability to remove it.I tried emailing box support but due to it being a free account it is the lowest priority while an box customer is unable to work with us.Is there a way to resolve this issue quickly or a contact number I can call

I try to set up an account via a Google account. Then I tried to set up 2-step verification, but Box did not send any email. So I think there is a problem. So I deleted the account and registered again.When I register again (individual) using my work email (a different email, not the one I am using to submit this question). A message said, "Email address is not valid."Also, do we have a Box support email? I would like to send an email, but I cannot find one.

I have a question if there are any restrictions on adding or deleting Managed Users. I understand that Managed Users can be added from "+Users" under "Users and Groups" in the Admin Console. And I also understand that Managed Users can be deleted from "..." for each user name under "Users and Groups" in the Admin Console.   Is there a limit to the minimum number of days or hours a user account added as a Managed User must be used? Because I would like to know how long the user who I originally wanted to use would have to wait if I mistakenly added them to the Managed Users.   Also, if the number of licenses we have is 5 seats and the user accounts of the Managed Users are also 5, can we delete one of the Managed Users and then immediately add one new user? If we know that the organization has one retiree and one new hire, we assume that they will be replaced within the licenses that the organization has, but we want to know how long it will take to delete this retiree's user account an

We have not been able to access our folders since May 8th. Please help.  

My personal Box account appears to have been associated with an organization I do not work for and there is no way for me to undo or disassociate it?

There are 3 users in our company and none of have deleted any files or folders. When I clicked on a client folder, all files showed up and then within 5 seconds, they all disappeared. This happened with multiple folders and now our entire main folder with all client files has disappeared as well. When we look in the trash folders, there are no files/folders for us to restore. It’s like everything has just disappeared and we need our client files. It is IMPERATIVE for our business to run. Your support staff hasn’t gotten back to me after the ticket I put in a couple hours ago. This is an emergency.

Hello,  I would like to retrieve a more recent version of a file that was not saved. Is there any way to do that? There is no cache file on the computer, and nothing in the BOX trash.