Support Forum

I got a new phone and my old one was wiped out, so I lost the Authenticator details and could not get into my box account as it is asking for 2FA which I can not reset as this is my individual account. Can the support team help to reset my 2FA option? 

We are currently using a personal pro account, but if we update our account type, would it be possible to output past access log data? https://support.box.com/hc/en-us/articles/360043696534-Running-Reports#seclogs

PLEASE help me to delete my account! Thank you!

I have an employee that is no longer with us.  She had set up a few folders as owner. I have transferred the information to another folder.  How do I delete her folders?

Is there a way to visually show a a current and future folder structure in BOX?

Hi Team, in our company we use Box Drive for various automations. We have quite many files and many folks working in one folder. Our automations sometimes struggles to get the latest version of the folder as Box Drive do not refresh folder instantly. I believe what would help is the Refresh Folder function in Windows Box Drive called by our automation. Can you pls. help me to understand how to call / trigger this function via (for example) command line? Thank you.

I am unable to download an excel file,(on iPad)make an edit, and save it under a new name in the existing folder. I get an error saying the file is stored in an unsupported location when trying to open the file, and if I go to save a new file to box from excel, it appears as though the folders aren’t up to date. Not sure how/what else to check to fix it

Hi, When I create a folder in my box account programatically throught box-sdk python/API it gets created and it is visible at UI.But if I immediately search for it, it returns me a "total_count":0Step1 :Create a folder through this apiSteop:2Search for the folder using box search content and query api But it is available after like few minutes (5-6)Note: We want to search if a folder exists only by using it's name(folder name).

Hello,   We're using The Box to show our clients presentations, therefore they need to sign in The Box, but they don't even receive the invitation. All of them have .es addresses, so we assume that there is a problem with Spanish domains. It's important to solve it asap because our clients need the access to this presentation urgently.  Please, could you please check which is the problem with .es addresses? Colleagues from Italy reported the same problem with .it domains.     Thanks

Hello, Several of our employees are not receiving the reset password email. They all have checked the junk/spam folder and nothing. Is there something wrong on your side? Thanks

Most Spanish and Italian email addresses with the extension ".es" and ".it" can't access the box. Can this be changed, please

Hello,It seems our download speeds are getting throttled to 1MB/s. Is there any way to increase this? We have a symmetrical 1G connection and have tried downloading from different devices and networks and seem to still get capped at 1MB/s. 

Hello,  I am trying to add a collaborator with an apostrophe in their email. Collaborator already has a Box account with that same email address but when I try to add them, I am getting an error. Is there a work around this? Thanks!

I am a private bankruptcy trustee who has been asked to share files with the Office of the United States Trustee of the Department of Justice via Justice Enterprise File Sharing (JEFS).  I set up the Box account as requested but cannot set up two-factor authentication for shared folder access without purchasing an upgrade.  It was my understanding that a purchase would not be required for this purpose.  How do I set up two-factor authentication without a purchase. 

I have enabled 2FA, now I wanted to log in to the other device and when I log in and input valid email and password, application ask for the code to input. But the code is not triggered on my registered phone number.   

I uploaded a word doc. I want to edit the text of my uploaded doc as well as create fields.when I uploaded my document, I wasn't able to change the document text.  All that could be done is add fields but the format of my word document and box sign formating doesn't align.How can I upload and use my offline docs and edit the text in box sign?How can I create an entire new form field document from scratch?I have watch the vids yet they aren't very clear for understanding.thank you

What is the name of the file that failed to save changes, and where is it located in your Box account? It's a powerpoint file What operating system do you work with? Windows 11 Home Have you noticed Box Edit failing to save changes to other files besides this specific file? If so, are they all of the same file type, or are some .docx, .xlsx, .xls, etc? Didn't notice When you saved the file, did you click "Save" or "Save As"? Both Do you remember seeing two pop-ups in the bottom right hand corner of your screen saying "Saving to Box" and "Saved to Box" after you clicked Save? Just "Saving"

Ugh - this has to be a support nightmare - everything I click on leads me in circles. I have a personal account to view files I have purchased from a vendor that are downloaded here. That is my only use of Box.com.  I have NO administrator and none of the things that are referenced in any of the suggestions on how to change the email address. I had an email sent to my new email address for verification and when I clicked on the link I got a box that said I was doing something forbidden!  In addition that vendor has files downloaded somewhere else for me to access (probably under my new/correct email address) that I can only access through a link from them.  I shudder to think how difficult it will be to combine those files to one account.  User friendly NOT!!!  Please let me change my email address as my internet provider will be shutting off my access any day now!!!!!!!!!!!!!

I have been using box since 4 years and saved all of my files in Box Synch. Since this morning, the Box Synch icon on my desktop (in my files) is deleted from my local files (it appeared between the normal Box and Creative Cloud files). I only uploaded files in Box Synch and not in the normal Box. Now that I check in the normal Box (only available app), the files are 6 – 12 months old. I downloaded Box Synch again (on Windows desktop) but after the synch, it shows only the (6-12 month old) files that also appear in the normal Box desktop app (and on Box.com). It didn’t recover my work from the last 6-12 months which seemed to have been "living" only on the Box Synch location on desktop. On Box.com, these files are not synched either. Do you know where the Box Synch files would be saved and would you be able to help me recover these files? I have worked an entire year, day-in and day-out on this location, saving thousands of files that were accessible all the time. I cannot imagine that

The support page titled "Our approach to announcing releases" says that Tier 1 and Tier 2 releases are announced in both customer and developer newsletters. I'd like to subscribe to the customer newsletter, but haven't found a way to do so. I'd appreciate any pointers. Thank you.

I have a few subfolders that show up in the online client, but when I check in windows, they do not appear.  What do I need to do?

Is there a way to prevent certain users from accessing older versions of files? Some people need access to our files but we only want them to see the most recent version, and not any of the 100+ older versions. Currently we have to keep deleting older versions, but in some cases we do want to keep them for our records and still prevent others from seeing them. 

Box in browser does not accept credentials and requests to reset password. The windows and android apps function normally but any attempt to sign in via a browser is unsuccessful. I reuse the same password to reset. This is annoying.

I can't find documentation for an endpoint listing user collaborations. The request below seems to work fine, with an exception of setting `fields` query parameter. The result doesn't include the `item` and other basic fields. ``` curl --request GET \  --url 'https://api.box.com/2.0/users/me/collaborations?fields=item&status=accepted' \  --header 'Authorization: Bearer ...' \  --header 'as-user: ...' ```Could this be a bug?