Support Forum

I've had a Box account for a few years through my organization, but now that I've left I'm about to lose access. I set up a personal account, and I'd like to move all of my files from the old Box account to the new one as quickly as possible before that account is deleted.

I need to be made our company admin (no current active admin), and the Box sales team keeps nagging us to change the account licenses, but they can't make the change for us, tells us to email support, but  support auto response refers us to this forum.... fun times. Help?

I had this lovely set up whereby I could access all my box folders from My Documents when accessing documents. I inadvertently deleted a box folder but was able to retrieve from trash. However, my box folders are no longer in My Documents folders.  How should I go about restoring this function. 

Hello, I accidentally signed up for a yearly Box contract. I don't need it so I would like a refund or change to a monthly contract. Thanks in advance.

Hello, there is a user on my box that cannot be added because it says “user has a deactivated email in box”. We tried to reactivate his email but it says cannot be done online. I cannot figure out how to get someone from box on the phone. Are there any ideas about how to resolve this?

We are migrating from ShareFile and our access ends today and before we made the switch to Box we were told we would have access to the Advance Shuttle tool to make this migration easier and we are not able to access the Advance tool just the normal shuttle.

I created a free Box account with my Google Workspace account and need to access a restricted shared folder that requires a strong password. When I go to My Account to create a password, I get an error message that says, "There is a problem creating a password" but there is nothing for me to do except close out the alert. I need access to this shared folder ASAP, and in all of the other posts on this topic, no solution has been shared by the Box team for other community members. Could I please have Support help on this matter? Thank you!

I have a folder of MP3 files that were recorded via Audacity and then exported as mono MP3 files. Using the Box Android app, some of these files play as expected, meaning that they complete and then the next file plays. However, others do not exhibit this behavior. They may play and then stop at the end with the message, "Preview unavailable" so that the next file does not play, or it may halt playing abruptly in the middle of the song, and then you have to go to the app and tap Play again. And this is not just an issue with the Box player. I have had the same issue with other players, like that in File Manager +. I suspect the reason is that all of these web players use the same engine, and there is something about these Audacity files that it does not like. Do you have any idea as to why this happens and how to fix it, as it is very annoying and inconvenient?

Hi, help me recover my photos from a long time ago. I just logged in after a long time, and they don't appear anymore. I checked the trash and there's nothing there. Please help. These are photos from a long time ago.

Hello support team,   Although my email was not activated when I first tried to receive my activation email, it is now active; after many tries I still have not been able to receive it.  Sincerely,  Saul 

Hi Box for Android seems to have stopped working on Chrome OS. Is there a timeline of when will this be fixed or any other way to have Box integrated with Files on Chrome OS ?

I logged to Box and found out that the folder was missing. How do I returned it back. It is not in trash. 

Microsoft Excel and Word Online not loading 

Excel and Word are not working. It is buffering for 4 hrs

２段階認証が勝手に設定され、ログインできなくなってしまいました。パスワードを変更しても、ログイン資格情報がないとして、ログインできませんでした。ログイン方法を教えてください。できれば、メールでのサポートを希望します。（このアカウントも急遽作った別アカウントなので）Two-step authentication was set up without my permission, and now I can't log in.Even after changing my password, I couldn't log in because I didn't have the login credentials.Please tell me how to log in. If possible, I would prefer support by email.(This account is also a separate account that I created in a hurry.)

Hi,  I have not been able to open most of my files on Box on my desktop.  My logs have been submitted. I'm not sure how to fix this, and I need help. Thanks.  

Shared links are not working for folk and this info (below) is not yeilding any results: https://t.co/fs16j0ovIh   We are a small not-for-profit with a non-paid account Any help much appreciated - BOX have not responsed to any of our requests for assistance.

The past week as well as on monday, I worked on my Mac with the Adobe Creative Cloud programs (mostly Illustrator). I saved my work on Monday the whole day through. Then overnight, my Mac tried to do an update on seqouia 15.3.1 and shut down all of the programs. Today, when I wanted to open up the Illustrator file again, there was a message that they had safely recovered my work. But the file I opened up was the status from past Friday and not the one from yesterday, which I saved quite often during the day. So there is also no other status in the version history of the box. Neither Apple nor Adobe could help me with my problem. These are client data and super important to our company!

Hi, I am using the Box app to store my office-related documents in the cloud. Sharing documents via links has always been convenient, but I am currently facing an issue accessing folders or files through links shared by my colleagues. When I try to open a shared link, I receive the following message:"This shared file or folder link has been removed or is unavailable to you." However, I am still able to access the same files directly in the Box app. The issue only occurs when trying to access them via a shared link. Could you please help resolve this issue?

Because we open files every day which our permission are "VIEW", the software frequently pops up upload error notifications. Everyone knows ‘Oh, we won’t update,’ but the notifications keep appearing, which is a bit annoying. We have tried using the computer system’s notifications to have the messages appear only in the notification center and not as banners on the desktop, but it didn’t work. We have also carefully reviewed the features of BOX and hoped to set up upload notifications through the software or web settings, but we did not find this feature... Could you develop a feature to enable/disable notifications? computer system’s notifications↓   BOX Notifications↓

 where do you manually add the correct redirect URL in the box developer console? There is no place to add the URL Show Error Details response_type=code redirect_uri=http://127.

Hi Box Support Team, I created this account to contact support, A user from another domain is having issues recieving a password reset email and already performed the recommendations under https://support.box.com/hc/en-us/articles/360043696174-Troubleshooting-Issues-with-Email-Notifications  I believe the issue may be due to something on Box's side. Best,Musab

Hi,  Invitees "permissions" status is remaining "pending" even after they accept the invite to collaborate. How do I change this? I would prefer a callback if possible.

I am getting the following flag when I try to get on Box. "Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue."

I would love to change my password but am unable to recall the old one to do so... would you be able to send me a temporary one so I can proceed?