Support Forum

I am missing all files in my account, even though (a) I didn’t delete anything (b) I did not share account access with anyone else.

Hi all, Current challenge: I have multiple Box folders filled with images of comments. The filter/search tool is too limited, and I need to search across folders. Future hope: Box AI was announced (back in July) to support multi-folder search, but it’s not here yet. Workarounds I’m considering: Connecting my ChatGPT or Claude subscription to query Box content directly. Adding the text from each image into a Box comment with a specific tag, so AI can search only tagged comments. Keeping the original image of each comment intact (I don’t want only an AI synthesis). 👉 Has anyone figured out a practical way to do this today? Tips, integrations, or best practices would be a huge help.Thanks!

A number of our choir members use the forScore app for displaying sheet music and we have been using Box in preference to Dropbox as our file sharing service.A number of members including me have experienced problems accessing Box from within forScore, on iOS, iPadOS and MacOS. When opening Box as a service, no files are displayed. This problem has persisted for me for 1-2 years, including since upgrading to v26 of the three OSes.The developers of forScore are unable to reproduce the problem.Today I deleted access to Box from forScore on my iPhone, shut down the app, then tried to log back in to Box. After supplying my username and password, I was unable to submit the 6-digit 2FA code (tapping on “Submit” would not take me beyond that screen).Can anyone shed any light on either of these problems?

When we attempt to add me, the system shows:"Email already used in a Box account but not associated with an enterprise."This email is tied to a personal Box account I no longer need. I understand there is normally a 120-day waiting period before the email can be reused, but I cannot wait that long.Can someone from Box Support help delete the personal account or immediately release this email so it can be added to our Enterprise account?Thanks,

Hi, I have an individual plan but need to be on the plan my company has, as I already have an email with Box, it will not let me be added?  How can I do this please without losing my Box contents.

 Hi SupportI am unable to receive any security code for two factor verification to log into my account. I had to creat this new account so sent this message. Please help ASAP as it has been months now and i need access to my documents stored .  Thanks in advance

I am a Box admin and deleted a users account. I am attempting to recreate it but am receiving an error "user is already part of your enterprise" when I try to share a folder with the user it says you cannot share with a deactivated account.

Changed the password which deleted phones and computers associated with the account. Data was lost on a spreadsheetis there a way of retrieving the data maybe from a server.There is no data in deleted items.

Hello.I would like to get a user that currently is on a free account repatriated into our new enterprise tenant. I have approval from the end user. Could you please action once I provide the necessary user details etc. Thanks  

Hello! I need assistance with enabling my account as a free developer account so I can authorize apps and continue developing. However, I keep seeing the message, "Log in or sign up for a Box Developer account to access all of the Developer Console features," even though I am already logged in. If anyone knows what might be happening or how to resolve this, I would really appreciate your help. My account was created before 03/2023. Thank you!

Hi there, MFA is already enabled on my account, but it seems when it happened the backup codes were either not captured & saved or have been misplaced. Is there any way I can re-generate these codes? Do I need to disable/re-enable MFA?

Good morning or day or night!I had an account in Box but after having to change my iPhone, but my phone number is the same one, i cannot access my account as i cannot access to the 6-digit code. Is there any way that you could help me with this?I’m writing from a new account as i cannot log-in with my other account.Could you, please, let me know how to proceed as i would not like to publish my other email in the Box Community.Best,JuanPS. Sorry for writing this to the Community but i have search without finding any solution other than the personnalize contact.

Hello,I can log in to my Box account, but all of my data appears to be missing.Additionally, the people I previously shared folders with (where I was the owner) also cannot see the shared folders.Could you please advise what steps I should take to restore the data and recover the shared folders?Thank you for your support.

Where can I find my signed documents that I signed them before I created my account. I signed these documents with the same email address as my account but where can I find them?

Hi, I am unable to verify my email.  I get the email to my inbox but every time I click the link, I receive this message: I click the link immediately when I receive it.  I shouldn't get this error unless something else is happening.   Thank you, Devin  

Is there a Box reason that one file may appear with a different file type when viewed in Box on an iPhone versus a MacBook? I store my FileMaker Pro files on Box. When I look at the file on my MacBook, the suffix is *.fm19. When I look at the same file on my iPhone, the suffix is *fm19.fm12. Note that I originally had version 12 of FileMaker and later upgraded to version 19. I also submitted this question to Claris Support for FileMaker.

Hi there,when opening a specific pptx file in the online version of Powerpoint through box, parts of the font are very cryptic and not readable at all. On the box overview page, the file is however previewed correctly. This issue only applies to this one file.I already tried reloading the page, opening & closing both box and the file.Any ideas on how to resolve this issue?

I need a backup code for when I don't have my MFA nearby.  When I try to generate my one time code I get the following error message There was an error while generating account backup codes. Please try again. I have tried several times.   

Hi!I’ve been using Box for a while, and I’d like to know if there’s any way to configure and don't upload certain types of files.For example, having something like (.gitignore) could do the work (even per directory and/or subdirectories as well).Why this feature? Well, there are many reasons for it, but for example, many applications generate files that are “intermediate” or “non-final” (or even final; we as users don’t want to upload them). One example could be all the compilation files that an IDE generates, or any temporary file that we don’t need on other computers.Best,

Hello, I see that you can have automatic reminders sent, but every 3 days is really too lax for our needs. Is there any way to make a daily reminder happen?   Al

There was an error processing when I try to upgrade my account. It says:Your account needs further verification, please submit a ticket at support.box.com.Where can I submit the Ticket?

Every single time I try to run and install BOX Drive, I receive a popup error message saying, "An error occurred during the installation of assembly component {22D75DAD-658C-3109-91F7-4CB1A0729109}. HRESULT: 0x80070422.

Hi, I'm experiencing an issue with the Box Cloud app. Whenever I try to generate backup codes for my account, I get an error message. I’ve tried refreshing the page, logging out and back in, and even using a different device, but the problem persists. Is this a known issue, or is there any fix for this? I need the backup codes urgently for account security. Any help would be appreciated. Thanks!

My colleague is not able to add me as a user because my "Email already used in a Box account but not associated with an enterprise."  We need to add me to our organization account with my work email.

I want to set up a login box for specific devices and also restrict access to the box to only certain IP addresses. Which paid version supports?