Support Forum

I received an email notification that I had exceeded bandwidth constraints and now I can't upload to our file structure. I received no warnings prior and have not increased our volume. We rely on BOX as the core of our business and we need help on this desperately urgently.  

logged into Box.com this evening and is saying I am over my limit by almost 2 gb.  Last week was not, and had no activity or no sync of anything.  What happened?  almost impossible to contact customer support.  Help!

Hello,  I have Box downloaded to an additional computer of an individual who is no longer authorized to use my Box accounr. I do not have access to that computer. Is there a way for me to "disconnect" them, or delete their access without having access to them or their computer? I have already changed my password and instated two-factor auth. 

I forgot my authorization code and I don't know what to do.

Dear Box Support, I’m contacting you to report a discrepancy in the storage usage of my free Box account. Until yesterday, I had around 2 GB of free space remaining out of the 10 GB limit. Today, without uploading or modifying anything, my account suddenly shows that I’ve used over 11 GB, which is preventing me from using the service. I have already performed the following checks: No shared folders accepted into my account Trash has been fully emptied No previous file versions stored The total file size currently in my account is around 7 GB, so the reported usage seems incorrect. I kindly ask you to: Review the storage calculation on my account Trigger a refresh of the storage usage if needed Provide clarification about this sudden increase in used space Thank you for your assistance. Best regards,Giovanni Cugno – <personal information-redacted>

Hi, I had a name change so I ended up with two organizational accounts that should be merged.  Can someone help me? Thanks, Lea Kou  

Hi, I need to share a folder and it has disappeared. How can I share a folder? The option doesn't appear.

Dear Support,   we a new account last week, but its not logging on Box Drive, we checked out the SSO under our platform, its all set, but even that the user is not able to login.  Error: Invalid Login Credentials  User account: <personal information-redacted>   Please feel free to compare with the account:  <personal information-redacted> We built the two accounts at the same time mirroring another user account.    Thanks a lot!   Best Regards, Walter Ferreira    

Hi. Can you please reset the space in my box account. It is still showing fully utilized space, whereas I have deleted at least 1-2 Gb and emptied Trash folder also. Urgent attention please. My files are not updating.

how do i make this work? it's confusing me

I have an external user that got a new phone and threw away or recycled his old one, without setting up MFA for his new phone. Now he is not receiving login codes and cannot access Box or collaborated files and folders. He does not work for CPC and is not a managed user, and there seems to be not much I can do for him. Please advise?

Help! I need to remove all Box components from my system (any and all - old and new), but have not been able to do so. I have tried deleting the app using the terminal command, and then reinstalling Box. I have searched for and deleted any extensions and preferences relating to Box on my startup disk--but no matter what I try, I keep getting the following error messages on startup (see screenshots attached here). When I try to "approve and update" the extensions, I am prompted to restart, and then the whole process keeps repeating with every subsequent reboot. No progress is made. Please kindly assist asap, thank you. I migrated from a previous Mac setup with Mac OS Mojave. Box is likely creating an extensions conflict with UAD which is a priority software for me--and it is not allowing UAD software to function.  

Hello, We are currently using Box for Salesforce integration, but the Box and Salesforce accounts originally used for the connection are being deactivated due to administrative changes. Therefore, we have reconnected the integration using a new Box service account and a new Salesforce administrator account. We would like to confirm: Will this change cause any loss of access or data in the existing linked folders? Is there any recommended procedure to ensure a smooth transition with minimal impact to end users? Please let us know if there are any specific steps or risks we should be aware of when replacing the integration accounts. Thank you very much for your support.

I try to add more files but storage says it's full but it's not. Can you please run your script to fix it. Thanks in advance.

My current plan is Enterprise, but is it possible to change to the next lower plan, Business?  

Hello I created a file request link and sent it to a 3rd party (and then to me to test) When you click the link on a mobile device, you have the option to upload a file and it works perfectly However, after the first upload you get a message saying "Thanks your file was sent" and an  "upload more" link.... The "upload more" link does not work on either iOS or Android. (it does work in Windows or MAcbook)   Any ideas?

hi, I have setup authenticating app in my phone. Can I change another authenticate app to other device. 

メール確認リンク有効期限切れてしまったので再送信お願いします。

My account storage states that it is full, but I deleted almost half of my files and it still says storage full. Can you run the script to correct this?

Hello, I need to update the Default Email Address affiliated with my Box account and have been trying to verify the updated email. I receive a link to my email and I follow the link, get prompted to create a new password - but when I press the "set password" button it displays this error: 403 Forbidden Attempting a prohibited action I've tried to verify my email several times already and get the same error. Please advise! Thanks in advance,

Does the free subscription include a comparison. If I have an original document and it has been amended. Can we view in a comparison? 

The account I recently added to Box is unable to access Box. The account in question has the following situation: The email address was previously used to register for this Box team, but is now being reused by a different user. Due to the presence of the previous user's account (potentially cached), new registration is blocked. We need to recreate the account. Attempting to register via password change sends a one-time password to the previous user's phone number, making password changes impossible. What would be the best way to resolve this?

We are on a Business Plan with unlimited storage.  However, today we created a new folder and when attempting to upload files into it, multiple users are getting errors that reach "Account Storage Limit Reached".  I know from reading other Support posts that this issue has been encountered before, but don't see a specific solution that has been shared.  

We are a volunteer consortium and manage our files on Box.   The current Admin / Owner listed has retired.  How do we change the Admin / Owner to a new person so that our Board of Directors can manage our files?

When I log in, I receive a message saying, "Your password has expired. Please enter your email address, and we will send you instructions on how to create a new password." I followed the instructions and entered my email address to reset my password, but I have not received the password reset email yet. What should I do? Please remove me from the suppression list. Affected account <personal information-redacted>