Support Forum

I am on windows machine trying to add box drive - keep getting the error message and no details under the show error details - Help!

Dear Box.com Support, We've observed a potential dependency concern while utilizing box-ui-elements within our application, which is integral to our integration. Observation: Our application relies on box-ui-elements to provide users with a sheet picker interface for Box.com files. It appears that box-ui-elements introduces a dependency chain that includes an older version of ua-parser-js. Specifically, the dependency tree appears to be as follows: box-ui-elements@latest depends on draft-js@^0.11.7 draft-js@^0.11.7 depends on fbjs@^2.0.0 fbjs@^2.0.0 depends on ua-parser-js@^0.7.18 This results in our application potentially relying on ua-parser-js version 0.7.18, which is relatively dated. Request: We would appreciate it if Box.com could investigate this dependency chain within box-ui-elements and consider updating the dependencies to utilize a more recent and actively maintained version of ua-parser-js (or a suitable alternative). Any guidance or updates on this matter would be

Hi- all our company unmanaged users are missing. How can I fix this? thanks Dan

There's a possibility some data disappeared yesterday (2025/April/03). Could you restore the contents of BOX to the state it was in at 00:00 on 2025/April/02?

I received an email from a business partner, and the attached file was stored in my BOX. When I tried to open the attached file in BOX, the above message appeared and I was unable to access BOX. I tried the method described in the workaround, but it didn't work. Please tell me how to access the BOX.

HiI hope that you are well. Could I kindly request a Tax Residency Certificate to be send to us for 2025? It is important that the certificate of residence is issued for the whole year of 2025. We are preparing documents for WHT taxation and it is required to collect these certificates from our clients and suppliers based on the law. The one issued in 2024 is not valid anymore.Kind regards

Hey all, my files are not syncing after a while, and this has happened a few times already. So far the only solution is to re-log in to the account. But this has a downside that all offline files that are not synced yet is gone. Has any body figure out how to trigger syncing? I’m using FILES all on ipad Pro 12.9 with the latest ipadOS. Oh and this is also happened with iOS. Appreciate for any feedback or input. Thx.

I used to be able to access my Box account on Android TV device with File Mangers but now it won't get me past the Grant Access button. Won't click, advance, submit. This is a real pain. What do we have to do now to access Box using File Manager?  Works no problem in Samsung Tablet or Phone using File Manager.

Hello, I have a folder containing many files and subfolders. However, I am unable to delete this top folder or any of its subfolders, whether they are empty or contain files. I can delete individual files - one by one or batch delete. But when I try to delete any folders, it will fail. I have tried with Desktop app, Android app, website (through different browsers/computers), but all failed. I got error message "Network error" with desktop app, , and "Conflict with existing item" with cellphone app, and "There was a problem completing your request. Please try again" with the website. It's very confusing and annoying. Please help. Thanks!

Hi, I'm trying to reset the password for another account, but don't seem to be receiving the reset email (not in the main inbox, junk or spam folder). Can you please help? Thanks! 

誤って登録したBOXアカウントを削除してしまいました 下記アカウントを復元していただけませんか ユーザーの名前　髙橋　幸也 ユーザーのメールアドレス　<personal information-redacted> ユーザーが削除された日付　2025年4月1日 17時00分   よろしくお願いいたします

Hello, I signed up via Google SSO and when I try to change my password (I currently have no password) to access a file that requires a strong password, I repeatedly get an error message.  I am unable to set up my password. Please help. Thank you.

We have an employee who has left recently. What do I need to with her account, if anything? And if I close her account what is the impact to our existing information? I made sure she does not have single ownership of any folders. She is currently listed as a co-owner on most Box info.

Hello, I signed up via Google SSO and when I try to change my password (I currently have no password)  I repeatedly get an error message. This occurs on both Safari and Chrome. I am unable to set up my password. Please help. Thank you.

I will never use the Box AI and it automatically defaulted to the first screen shown on the sidebar for every file. This used to be Comments and I would do anything to get rid of the Box AI screen default and go back to Comments. It significantly impacts my work as I am in dozens of files per day and now I have to click the Comments screen from the default Box AI screen and again, I am never ever going to use Box AI.

誤ってアカウントを削除してしまいました　復元をお願いいたします。　I deleted my account, can you please restore it?   アカウント名Account Name：秋山敦　 登録メールアドレスe-mail address：<personal information-redacted>

Hello,          We are working to create multiple folders and send multiple documents to those folders in Box from Salesforce via apex. As I learned Box doesn't have bulk API to send list of records from salesforce to create folders(Please correct me if I am wrong). We had a work around in apex to loop in records to process one at a time. Let's say we are executing 200 records from salesforce to loop in BoxToolKit.CreateFolder and pass recordId as one of the parameter. When we execute this few records are returning null value for folderId and most of them are returning a folderId. Just wanted to see is there a limitation if not why box is not returning a folderId for few of them. Please let me know if any one had similar scenario or help me finding solution. Any help is appreciated.    Thanks, Sathwik Enukonda.

I am located in Japan and would like to pay for my Box subscription in Japanese yen (JPY) to comply with JCT Qualified Invoice requirements.Could you please update my billing currency to JPY?

If a two-factor authentication code is sent to an unknown app when you try to log in and you are unable to log in, what should you do?

HI, the admin of our account can't get into Box and his name is in grey in the list. He needs to be restored please: Ram Aiyar 2492946500

I am not able to access documents shared with my box account--I receive the error message "Online Office Failed to Load." I cannot find the shared documents anywhere in my account. I have tried to create another Box account and have the same errors. I have tried multiple browsers and encounter the same error.

I encountered the following error message:"An error occurred while processing your request. Additional authentication is required for your account. Please submit a ticket at support.box.com."Could you please let me know how to resolve this issue?

Dear Box Support Team, Hello. I hope this email finds you well. I am writing to inquire about the procedure to disable the two-factor authentication currently set on my account.Due to business requirements, it has become necessary to disable the two-factor authentication.Could you please provide me with the specific steps and any required information? I apologize for the inconvenience and appreciate your assistance in advance. Thank you for your assistance.Best regards, Yoshihito Ono

Hi BOX,   I am encounter a series of issues of my BOX usage, e.g the share link suddenty disable and error on uploading the files from my BOX drive to cloud. Can you please advice me what was the reasons?    I attached the snapshot below for the errors for your perusal. Thank you  King Ann

While JPEG and AI data can be downloaded with the uploaded data, PDF, Excel, and Word data cannot be downloaded.