Support Forum

We have recently encountered an issue where external partners, who have Box accounts and have successfully accessed and edited documents in the past, are now unable to open them and are getting frequent (~30 seconds) error messages that their session has expired. Does anyone know why this is happening or what I can do to troubleshoot/support the external people? 

Hello,I’m in a bit of a catch-22 situation: I’m trying to upgrade from a free Box account because I’m over my storage limit. The checkout flow says: “Your account needs further verification, please submit a ticket at support.box.com,” but when I go to support.box.com I do not see any way to submit a ticket, probably because I’m on the free plan.Can Box verify my account or enable ticket submission?Thanks!

The destination folder pop up, the one that appears when you move or copy a file to another folder, is VERY slow to populate.  Is anyone else experiencing this? If so, what’s being done to correct the issue?

We have a user who uploaded several pdf files on May 19th.  He went to check them today and the file names have changed to a number and a squiggly line, and another number.  Those were not the name of the files that were uploaded.  How did that change and how can I keep it from happening again?

Dear Helpful members,I have a question regarding users and groups.Initially, I registered the domain name “A.” Later, I needed to change the domain name to “B,” so I deleted domain “A” and registered domain “B.” Currently, only domain “B” is used for managed users, and I understand that any other domain should be treated as an external user domain. However, domain “A” does not appear as an external user domain.Could you advise me on how to resolve this issue?Thank you for your assistance.Best regards, Ken

Our Estimating Department frequently shares links to vendors so they can access bid inquiry folders. Is there a way to get the tracking history of the invitation email sent date, the date the invitation was accepted, and the activity associated with the link? We need to verify that the vendor has received and accessed the link for contractual purposes. I appreciate any guidance provided.

Hi,I recently had a folder shared with me from another organization. The person said they provided my account access via email and sent me a shared link. When I click the link, I get the following error message:This shared file or folder link has been removed or is unavailable to you.Think it's a mistake? No worries: Just email the owner or get in touch with Box support. We're here to help.What should I do to gain access to this folder?Thanks!

Hello, I was wondering if I am able to reactivate my school email BOX account after deactivating it a few weeks ago. When I try putting in my email after clicking the reactivation link, it says there's an error and I get this message: “There was an error processing your request. The account associated with this email is not eligible for online reactivation. Please contact our Billing Support team at 1-877-729-4269 or billing@box.com.”  I appreciate any help in reactivating the account as I must use it for my school coursework. Thank you kindly. Warm regards,Adam Zilberman

I’ve been using Box for a very long time and over the last few months, uploading files to Box has become painfully slow. No matter which machine or which wifi network I’m on. Something is slowing down the connection tremendously. Would love to figure out what changed and how to fix. Any ideas or suggestions are welcome. Thank you!

I have a red dot next to a folder and all the files have disappeared.

I have received an invitation to share a folder (see below) and when I click "accept invite", the file does not show in my Box. How do I get access to this folder?

My personal account was de-activated. I am trying to reactivate so I can add it to our business plus account, but I get an error message.

I tried to change the box sync location from C:\Users\XXX\Box to another path on the same drive.After restarting BoxDrive the sync location is still the same.How can I change the location? 

Hello, the link to confirm my email has expired. Please be so kind to resend the email confirmation of my account. Thank you in advance.

Whenever I try to install Box Drive on my M1 Mac (OS 15.7.4), I get a message “The Installer encountered an error that caused the installation to fail.  Contact the software manufacturer for assistance.”I do have Box Sync installed and contrary to the documentation, the Box Drive installer did not prompt about uninstalling Box Sync.

I recently deleted a folder with a lot of files and folders. I downloaded them all as a zip folder beforehand so I thought it was okay to delete them but now it says my zip folder is invalid so I need help restoring everything I deleted.Please help.

I keep receiving error messages related to a couple of folders every time there's an update to Box, but I've got used to ignoring them.  The error message that's really annoying is one I receive about failed file uploads (which can be to any Box folder). For example, I just received this warning message: I only show the minimized window because the file names may have confidential details.  But when I look in the Box folder, the files are there and I can open them. It doesn't matter how many times I click the "Try Again" button, Box still tells me that the files failed to upload .... and yet they are there and able to be opened, edited and saved.  Unfortunately, I don't seem to be able to find instructions on how to clear the error message.  If there any way to do this, apart from logging out of Box and then logging back in again? Thanks for any advice you can give me.

Please restore the deleted user Bethany Wooldridge from KKOS Lawyers. The account was deleted, and the content will also need to be restored. Thanks.

I don’t know what’s going on but just really struggled with the entire support process - or lack of. I have a spare seat / license on my account.  I’m trying to assign it to a new user.  When I create the new user, it tries to bill me for a new license.  I’ve triple checked everything, but it simply refuses to use the existing spare license. So I tried to contact support.  And guess what?  There’s no clear support structure.  I went on the support.box.com website, and there’s no button that clearly says, “click here for help”.  No - instead you have to search for help that doesn’t exist, scroll down to the Articles, and click on a random one. Then scroll down the article page, past the text that says “0 out of 25 people found this helpful” until you get to “Have more questions? Submit a request”.  Why on earth isn’t this on the HOME PAGE of this website - which is literally dedicated to Box support??? Oh and then guess what?  When you click on the link, you get an option to “live” chat

Please update Box Drive to support longer file paths. Box Drive is relying on File Explorer legacy limits rather than Windows Operating System limits. We can create and access files with well over 350 character paths on the web interface and iOS Box app. Box needs to open up the Box Drive app for Windows. Using an alternative file browser (i.e. Directory Opus) can bypass the legacy limit of File Explorer on Windows.

Hi, How do I keep my files locally on my drive while using Box Drive. With Box Sync I am able to keep my files locally and synced across devices while with box drive my files are keep in the cloud and accessed from the cloud. I’d rather keep my files locally. Thank you

Please help, cannot install the latest update on windows 10 pc. get the following error: Application ErrorThere seems to be an issue with this application. Contact Box support for assistance with resolving the problem.Error: invalid_client

Hallo. ich habe ein Mail erhalten von der GE per Mail. Wenn ich den Link anklicke erscheint keine GE Box wo die Datei drin ist. ich mache das zum 1. Mal. Muss ich mich vorerst noch mit GE verbinden in der BOX.Ich verstehe den vorgang nicht. Bitte helfen Sie mir. ich bin neu.

I cannot create backup codes from my account, I get the following errorr codes: Account Backup CodesIf you lose your device, backup codes can provide you access to your account. Save these codes in a safe location.There was an error while generating account backup codes. Please try again.