Support Forum

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.

Hi Box Community,I received an external collaboration invitation to access a shared folder on Box. The invitation was sent to the same email address that I use for my Box account.When I click “Accept Invite” from the email, I am successfully redirected to my existing Box account. However, after accepting the invitation, I cannot see the shared folder or any of the documents.I have already tried the following:Confirmed that I am logged into Box with the same email address that received the invitation.Accepted the invitation from the email multiple times.Checked Files, but I only see my default “My Box Notes” folder.Checked Collaborators, but it shows “No Collaborators.”Confirmed that I can access my Box account normally.There is no error message; the invitation simply redirects me to my Box account without showing the shared folder.Could this be related to external collaboration settings, account permissions, or the way the invitation was sent?What should I check on my side, and is ther

You cannot modify your collaboration settings for this item directly. Please visit the parent folder you are collaborated in to make any changes.

Hello, Is there a way to disable the email that I get for 2-step verification code? I’ve never had it happen until this or last week. I checked Account Settings > Account, and I don’t have anything set for 2-Step Verification. 

Has anyone figured out a way to cc someone when sending the original document for signature?  I know the Get a Copy button lets an individual get a copy after the document is signed but I would like to be able to cc an individual when I send the document.  

Our entire team is unable to edit documents on Box and get the error above, any guidance on how to fix this issue would be appreciated

I don’t like the new linear view on the collections page.  Please bring it back!  I need to see them all at once.  

I am stuck in a password reset loop. I go to set a new password, it asks for my old password, I say send link to reset password, but it still wants an old password. It will not let me set a new password.

If you have several thousand folders and you want to create a shared link for all of them individually, is there any way to generate that in bulk? The ideal would be an excel with one column with all the folder names and a second column with all the associated shared links.    Thanks for any help here!

Box For Office が使いえないけど。デスクトップ版もWeb版も障害のためエラー表示

I submitted a request to Box Support and received the following response:"If you are unable to log in to your account due to a phone number change, loss of a security key, or similar reasons, you will need to contact Box directly, as free accounts do not have an administrator."I am currently requesting assistance through the Box Community. Is this the correct place to request an MFA reset?If there is another support channel or form that I should use, could you please provide the appropriate URL?For reference, I no longer have access to my MFA device, my backup codes are unavailable, and the self-service MFA reset option displays the message: "MFA reset is currently unavailable. Please try again later."

Hi, I can't log in to box.com using my actual email. I see this message:"The box account <accountname> is already linked to another Google account. Log in to <accountname> and remove the association to continue."But I'm using this exact account, so I'm stuck in a loop!Thank you in advance!

I tried three times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

Hi, I'm looking to convert Box Notes to plain text files for backup purposes. How do I do that using the APIs? (Or any simpler way?) Thanks!Sid

Hi, I’m request urgent assistance with recovering data that was maliciously deleted and purged from a shared enterprise folder.A collaborator recently removed and permanently purged critical business files. Because the items were manually purged, standard trash recovery from our end has not been successful. Could we be able to request a backend data restoration to yesterday? 

boxの管理者権限を持った従業員が退職したため、別のユーザーへ管理者権限を移管したい。つきましては、管理者パスワードの再設定用リンクをお送りください。Account Number：<removed account information>現在の管理者のメールアドレス：<removed personal information>新たに管理者になるユーザーのメールアドレス：<removed personal information>

Hi everyone, I guess this is how I get help?I used to work for a company, and I mustve been in a pinch on a project and used a personal CC to utilize a business box account. 180/year - all good. I got reimbursed by them last year.But since, I had to move on from that company. So the email I had with the company no longer exists - but when my annual payment lapsed it just came out of my CC again this year. So my problem is that I don’t have access to the email (it actually simply does not exist) to cancel and hopefully reimburse the charge. I imagine Box probably sent a reminder, but I obviously didn’t receive that either.Can someone help me? I probably had better support through that account as well, but I’m on the freebie now with my personal email for other file deliverables.

I accidentally accepted an invitation to join an Enterprise Account with a personal account that I use with many clients.  I need to revert back to a personal account and, instead, access the folder as an external user.  I don’t see anyway to do that myself.  Please fix this.  I am finding it very difficult to get support from Box.

I can’t see any deleted files/folders in the trash folder. It seems to bypass the trash folder. Is it possible for the trash folder to keep files for 30 days before being completely deleted? 

There seems to have been an update and there is a confirmation window popping up every time I want to quickly copy a shared link on Box Drive.  Is there a way to disable this?  I have looked for an option to disable, but can’t find one.