Support Forum

I am trying to recover a deleted user account and its associated folder map.

I have tried to save photos from my local iOS roll to iOS Files > Box (because I thought that you just don't need to keep any app active until all files are synced, but the files will all stay in "waiting". The files neither appear in the box app, nor in the web app. How would I trigger syncing the box folders in the iOS Files app with the Box server?

Hi,Which Box plan allows users to view or track expired files or documents? I’m referring to the actual file or document itself, not shared links. Does Box also support automatic file or document expiration? If yes, could you please let me know which plan includes this feature? Additionally, may I ask which Box plan includes access to the Dashboard feature? Thank you, and I look forward to your response.

I want to restore a folder/file that I accidentally deleted.The data is not in the Recycle Bin.What information do I need to provide in order to restore them?

I see that this was asked and commented on by many. I do not see a resolution.The issue: An error message from uploading a document pops up as a notification and blocks the usable work area on screen.The requested solution: a way to disable this notification (because it does not clear, refresh, delete, expire, etc.)Please answer:Can notifications be turned off?  How?Thanks

  I would like to report multiple critical onboarding and sync issues affecting new Box users and Box integrations.1. Password Creation Fails During New Account SetupWhen a user signs up for a new Box account and tries to create a password, the system repeatedly shows the error:“There was a problem changing your password.”The process keeps looping and loading, and eventually the password is not saved at all.The only workaround currently is: Use “Forgot Password” Receive the reset email Create the password through the password reset flow instead This should not be required for newly created accounts.2. OTP / Email Verification IssuesThe OTP verification process is also unreliable.Sometimes: The OTP email arrives correctly The user enters the correct OTP The website keeps loading for a long time Then eventually returns: “Wrong OTP”even though the code is correct.This makes account verification extremely frustrating.3. Sync / Connector Problem After Successful Password SetupEven

I have some users who are trying to install Box Drive as we transition away from Box Sync before the end of the year. I instructed everyone to first unsync for any files/folders they might have actively synced to on their local Macs and then to run the Box Drive installer which will uninstall Box Sync during the installation. They have been unable to completely unsync their files. Is it necessary to unsync before installing Box Drive? Also, should they sign out and quit Box Sync before running the Box Drive installer? Will anything happen to the source files/folders to which they had synced if they don’t unsync first? Thanks in advance.

I installed Box Drive and was able to log in, but it just shows "Connecting to Box" and never connects.

ファイル・フォルダ表示のソート順が名前順に固定できない 以前は01_02_03_ とファイルが並んでいたのですが、何かを触ったらしく、更新日順から戻らなくなってしまいました。どなたか解決方法をご存知ないでしょうか。 見づらくとても困っています。よろしくお願いします。

I am a frequent user of Box for viewing recorded training sessions. Since the recent video player update, the "Fit to Screen" / "Aspect Ratio" is not functioning correctly. The video remains letterboxed/small and does not utilize the full browser real estate. Steps to Reproduce: Open any recorded .mp4 video in Box web preview. Click "Fit to Screen" (bottom right corner)    Observe that the video player does not scale to fit the viewport. Current fit-to-screen Full screen:​ (Observe that the video player does not scale to fit the viewport)Expected Result:  The video player should intelligently scale to fill the available screen space without cutting off content.  Expected fit-to-screen Full screen :​​ 

Hello,We are experiencing an issue where metadata search does not return results in Box since around May 20.- Metadata values exist on items (set long ago)- Exact match search is used, but no results are returned- This occurs in both the Box Web application and the APIHas anyone seen similar behavior? 

I have installed Box Drive in Windows 10 but I cannot see my files/folder in Explorer

User created an account independently, but we want his account to join the Company Team. He cannot be invited (I assume as his email is already in use?)

I am trying to add a linked email address, and it’s tell me there was an error.  I don’t know what to do.  My primary needs to be changed ASAP, but it won’t let me change it to my home email.

Dear BOX, My current credit card was expired, but I cannot add new credit card. What can I do? Please support

  以下の表示が出ました。 アカウント確認メールの再送信をお願いします。   このメール確認リンクは有効期限が切れています クリックしたメール確認用のリンクは有効期限が切れています。 申し訳ありませんが、アカウント管理者に問い合わせ、アクセスしようとしているアカウントの確認メールの再送信を依頼してください。

How do I recover deleted folder?  

Hi, I would like to change the box drive default installation location from  /Library/CloudStorage/Box-Box to  /Users/MY_USERNAME/Box   How can I accomplish this?  Thank you. 

I uploaded a file, the file name had an existing file with same name already in the same folder I’m uploading to.Once the new file uploaded, the original file (with same name) disappeared. 

It says that I need to submit a support ticket to recover my account, but could you please tell me how to do that?

The goal is to integrate Microsoft Information Protection(MIP) with Box, so that Box can read the MIP labels applied to a file and apply the corresponding Box Classification.Under Classification Settings tab, when I:click on Enable Integration in Microsoft Integration Protection section grant these permissions:  and enter my tenant ID here, I get below error:  

When I decided to subscribe, it did not show me any options and automatically started a yearly plan. I was only willing to make a monthly payment. How can I switch?

I created an account yesterday to start the Box Starter trial plan. I entered my information and saw a message saying that a verification email had been sent, but I never received the email and was unable to complete the verification.Today, I created a new account using the same email address, and this time I received the verification email without any issues and successfully activated the account.Therefore, I believe that I may have accidentally registered with an incorrect email address yesterday, but I do not know which incorrect email address was used.Since my credit card information was entered during yesterday's registration, I would like to confirm whether that account was activated and whether it might start billing me after the two‑week trial ends.Could you please advise me on how to proceed with this matter?  Thanks.

Please cancel my subscription

We have two interns each summer.  If we add a license for them during that 12 week period can we cancel the license or do we have to maintain it for 1 year.  We are trying to decide if it will be cost effective for our firm. Thank you,Gari