Support Forum

Dear Box Support, Hello. Can you please run the script on my account that allows for an updated and accurate measurement of the storage being used? My account is currently counting previously deleted files (that have also been deleted from the trash) against my limit.  Thank you! Evan Peck

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>

I am looking to add a Box link to the company website for clients and have a few questions: 1. Will the documents be separated by who uploaded them in any way?  2. Do clients have the ability to designate what they are uploading? 3. Is it possible for the name, email, and a note to be attached to the file so that we have context for the file(s)? 4. Will we be notified whenever someone uploads a file?

I entered my email address and password to create an account, and received a confirmation email, but the confirmation URL that was supposed to be included is missing, and I cannot complete the email address confirmation, so I am unable to log in.

Need help finding and restoring files.

Hi there, my local box sync folder takes about 47.4 GB but on the web it says >60 GB usage. could you please investigate and let me know if there is any inaccuracy and if possible to adjust my usage back? Thanks

We have multiple people in the same company that have received this error message. I have confirmed the filename is valid and does not have any special characters and have had them try to upload a very simple file and still receive the error. 

Unable to view attached file  tells me the email address is already been taken ? 

Hi, I'm having issues where I'm not able to edit any live documents in Microsoft Excel Online, and the option to open in Excel Desktop is greyed out. It shows a message saying Box Edit is locked and not available. My editor access has been confirmed several times. Can I please have some help?

So I've been trying to gain access to family photos and videos I've be hosted for my in laws. But email addresses for two have changed several times since the album began. Because I set their access to author for this folders I have no easy way of requesting they access the content and save 15 year old assets. Nor can I easily delete even though I own the account. Any ideas?

Hi -  I am trying to link the app Calibre Sync with my Box account. I was able to do this successfully on my iPhone, iPad and, Onyx Boox Note Air 2 but on my Onyx Boox Nova Air C I am having trouble. I am able to successfully sign in, it then asks me for my two factor code which I provide, then it asks me to grant access. After clicking grant access it says it will redirect me to a page but nothing loads. I have tried updating the device firmware, uninstalling Calibre Sync, restarting the device and clearing Calibre Sync cache but nothing helps. I reached out to the Calibre Sync developer and he said it's a Box issue so I am trying here.  EDIT:  In case anyone else has this issue, after playing around with a million ways to try to get it to work, I was finally able to get it to work by logging into Box on Chrome, going back to Calibre sync, clicking Box and this time jg didn’t ask me to login and just took me to the grant access page and when I clicked it this time it worked.

I have two Box accounts. One was associated through the institution I worked at. Since leaving, I lost access to that email. Am I able to transfer what was on that account? I need one of the files. 

Hello, After I signed up with the link shared to me, it is requiring me to change my password by also typing in my old password which I never set up to begin with.

After doing some research it looks like a similar thing happened in November of last year. My team and I are all getting the same error code when we are trying to open the powerpoint in browser to edit together in real time.

A large portion of my storage is not being cleared. I have tried to completely delete all my files. I should have the full 50GB available to use again. Seems like a similar problem to: https://support.box.com/hc/en-us/community/posts/19524083381011-Storage-space-is-not-released?

After a computer refresh, I was able to access my Box drive. However, now two days later, my personal folder and ALL of my file are no longer accessible. Instead, I received an invalid drive path message. After a restart of the laptop, the message Box Drive has Failed to Update to Version 2.44.209 popped up on the desktop. 

Hello everyone! I'm sure this a common topic, but we have a file that is seemingly becoming locked whenever someone edits, and stays locked even if our users close the file.  This occurs whether they have Box Drive installed on their computer or not. Some help would be greatly appreciated!   

My Box drive app (Windows 10 64bit) is not working in my company environment because it does not send user authntication to our proxy correctly. Are there any options to configure this?

Hi, the issue I'm having is that when downloading box folders directly to an ssd (I have about 200GB broken up across folders that range from 15mb to 118GB. When downloading the folders to an external ssd the folder shows both a zip compressed file and the "regular" folder. I want to then upload them to another cloud storage (alternate Box or OneDrive). Do I copy both? Only the zip version and then unzip in the new cloud storage?Note: I've tried copying the files over from the explorer window but that requires the folder(s) being downloaded locally before copying across. My internal hard drive only has 80GB free, though, and can't locally download the largest folders. Thanks in advance!

I added two managed users to my account. Neither are able to see any of the folders. What can I do?  Thank you! 

I'm using Box Sign and adding some text fields to fill out and sign forms; one field in particular requires a lot of information. There doesn't appear to be any way to limit the characters in a text input field. The user can just keep typing past the length of the text box that I stretched out for them. This then laps over into the next box making it difficult to read. Is there a way to limit the character limit within the text box?

We no longer employ the Admin on our account.  Please help.

I upgraded our plan now everything in the box is gone 

Please refund the amount of 72USD paid today through my credit right away!!! I haven't signned in until today... Beacuase your support team said my account wasn't existed. Then, why I should pay ??? I never use your service forever! I'm really annoyed with your poooor service. Don't want to say this matter again, Just refund my 72USD you guys stole on my credit! 

I am linked with a professional account and it will not allow me to submit a request. How can I get in contact with someone?