Support Forum

Dear All, I get problem to sign in my account, it always becomes failed when i signed in. my account is <personal information-redacted>, please help me. thank you

I'm on a trial of Business Plus which is supposed to be 'unlimited' storage but my admin console shows it's actually 1TB. Does Box consider 1TB 'unlimited'?That's pretty shady if so!

I am subscribed to the Business Plus plan.I would like to set restrictions on global IP addresses, but from what I have researched, it seems the only way to do this is by issuing a ticket through this support form and requesting the settings from support.Is there any other way to set IP address restrictions?Since I use this for business purposes, mistakes in the settings are not acceptable, and due to the time difference between Japan and support (West Coast?),it is absolutely necessary to avoid any situation where access is unavailable for several days. If there is a flexible way to set IP address restrictions other than contacting support through the form, please let me know.

Is it set for users who cannot sign in to their accounts? I accidentally deleted the following account.<personal information-redacted> I know that you can log in after 120 days have passed since deletion.However, after 120 days had passed, when I logged in, a message appeared saying that the password was incorrect.Even if I send a password reset email, the email does not arrive in the box.The email address of the box is not blocked.What should I do to log in?

My assistant tried sharing Editor access to a folder with a new collaborator. The person received the invitation, but got an error message when clicking it. The status shows "Pending". Never had this problem before. My assistant was able to share access with new Editors without any delay. Is there some change in policies?

After receiving the upload notification email on March 3, 2025, I stopped receiving both update notification emails and invitation notification emails.I have not made any changes to the email notification settings.Could you please let me know how to resolve this issue?    

I upgraded backed up my ssd and installed a larger ssd.  Everything worked except for Box.  My box drive shows "error: invalid_client" when connecting.  I have done the following: Unistalled Box drive, deleted registry keys related to box, restarted and reinstalled box drive.  Same error.  Does anyone have a solution to this problem? 

I haven't received a call for my Two Factor Verification Code to access my account.

I was sent files that have audio some of them open fine others say “playback error” mp3 i notice is normally fine i think the other file type might be CDT? How do i fix this?

Hello, BOX works very slow on my iphone and ipad.   -Luis Sanchez  

We are trying to sync Practifi with Box but the documentation provided by Box doesn't match up to our options.  Specifically the user.  I don't want to create an email for the integration, I want to be able to use my admin license.   

I am a new customer of Box.com and I am trying to configure SSO for the first time. My understanding was that Box.com provided the ability to sync groups from the Identity Provider as mentioned in the below documentation. However, I am receiving the error '“User Groups Settings” is currently unavailable' when I attempt to search for these settings in the enterprise settings and the options do not appear under User settings.I am using the FedRAMP Moderate version of the service if this is relevant context.Setting Up Single Sign-On (SSO) for Your Organization – Box Support

I have 50gb limit. But even I don't have that much file, box says I'm using 54gb of my 50gb limit. Please FIX THIS PROBLEM!

We’re currently using the /folders/trash/items endpoint to get trashed items. When I recover them, I use the GET files and GET folder endpoint to sync my files in Box. It appears the modified_at date doesn’t update when a file/folder is restored thus the file/folder never gets restored as undeleted in my system. Would it be possible to update the modified_at date whenever files/folders are recovered from trash? 

I'm experiencing the same issue as the post linked below. I've got Power Query connecting multiple files that are all stored in a Box folder. However, only I can refresh them despite others having access to the folders in question. Has anyone figured this out yet? https://support.box.com/hc/en-us/community/posts/38459237903635-Power-Query-Box-Connection

When logging in, a message appears saying, 'Your password has expired. Please enter your email address. We will inform you how to create a new password.' I followed the instructions and entered my email address to reset the password, but I did not receive the password reset email. What should I do? Please remove me from the suppression list. The accounts in question are the following two. <personal information-redacted>

I need helping resetting my MFA to a mobile phone number. It keeps sending codes to an authenticator app I never had. There appear to be many other users submitting the same concern on this forum.

Shared folder with collaborator as Editor. Collaborator received the below error message attempting to access Box. Issue occurred using different browsers. Please advise how to rectify. Thank you!

I deleted my files but it did not change the amount of free space I have. Please Help

Hello, I have a box account without a password. I need to access files that require a strong password. I try to change/add a password but I keep getting error messages. I need help to add a password. Thanks, Hanna  

I am receiving an error message "Collaboration invite was not sent because URLs are not supported in the invite message." when I try to send an invite. There are no URLs in my invite message. What do I need to do?

I can no longer view the data I shared from my personal account. Also, I can no longer log in from the parent account I shared it with. When I try to log in, the following page appears.

Hello everyone, My storage says it's too full. I've already deleted EVERYTHING that was saved, but unfortunately, that didn't help. I emptied the trash and waited a few days to see if it would resolve itself. I hope someone can help me with this. Sincerely

There have been significant syncing delays. 2 different users updated the same folder with 2 separate files and browser and explorer versions didn't sync for over 15min.   Renaming files takes several attempts as well.   When saving from Word to PDF, the PDF files disappear for a bit. Even hitting the "sync" button doesn’t seem to bring them back immediately. They usually reappear after about five to seven minutes.

I have been invited to share files here and have logged in.  In order to access the shared box and upload my files, I need to update my password.  I have tried a few times but it keeps telling me that my current password is incorrect.  I am stuck and cannot access the box to share the documents.   Please help