Support Forum

We use Outlook Desktop and we save emails into the BOX Drive Folder for all staff to access.  We will then drag these files into our other salesforce program for upload.  This works fine.  The problem occurs when we try to delete that file in the Box file explorer.  We receive an error message stating that the file cannot be deleted because it is open.  Even though it is not open.  We have to close down Outlook and then delete the file.  This is not a solution as we do this over 200 times a day with many staff.Here is some troubleshooting I have found:1.) After you move it to the Box Folder, DO NOT open the file in the Box Folder.2.) If you do, you can open the email using Outlook, then close the email.  Then try deleting it again and it will delete.3.) You can also close Outlook and reopen, which you already know.4.) I also tried the "New Outlook" and this deletes the file form the folder no matter what.My conclusion:  I think there is something within the Outlook Desktop version that

Using the web interface I uploaded an enormous amount of files to my box, so I left the computer to do it’s thing, and the thing is that whenever there’s an upload failure it pops up for a few seconds before it disappears.Looking in the files count for the uploaded folders I see differences, as if some files where not uploaded.Also, when I try to close the tab or refresh it I get the “Reload Site - Changes you made may not be saved.” dialog, meaning something is still in progress?Is there a way to view the upload history and see which files failed so I can manually upload those before deleting my local copy?

Hi, team.I canceled my mobile phone contract and changed my phone number, so I cannot verify the two-step verification code.Please tell me the steps I need to take to log back into Box. Please also tell me what I need to be careful about when doing so.Example: Registering a new account, changing two-step verification

I’ve been using Box Drive for a few years and recently I’ve been working with larger and larger files (exceeding 45Gb). Because Box Drive is using my hard drive to cache files I open, I’ve been getting errors that I’m out of disc space and files can’t be saved. I thought I saw there was a public beta released this year (2025) that would let you use an external hard drive to cache Box Drive files. I can’t find that article again and wondered if that feature is already a part of the current Box Drive by now or if it’s still in beta. If so, can anyone tell me when it will be released as part of the full version?

After entering the password, the two-factor authentication screen appears, but I am not receiving the authentication code. I would like to redo the two-factor authentication setup; how should I do this?Currently, I am logging in with a different account to post. The account in question is "<personal information redacted>".

I'm having trouble with sharing folders - the folk I'm sharing with are unable to create the free account and it is prompting them to create premium paid accounts only, contrary to what we are told on the BOX site. I've been directed to support.box.com to submit a ticket, but there is no way to do so, so I am reaching out here.

I get a “Installation Failed” error message during installation of Box Drive Installer v. 6.2.0 on my iMac running MacOS 12.7.6 Monterey.I have restarted the computer and redownloaded the installer and the error continues. 

When i upgrade my plan from invidual to the Starter plan, it has error as above 要求の処理中にエラーが発生しました。お客様のアカウントでさらに認証が必要です。support.box.comでチケットを送信してください。("An error occurred during the request processing. Further authentication is required for your account. Please submit a ticket at support.box.com.")

I have not logged on in a couple of months and all my files are gone.  My account says it has expired yet I never received a note from box warning me of this.  Please help.  Years of work and personal files were on my account. 

I have a business plan account and cannot create a support ticket.  I clicked on everything for a long time and I can only reach the support forum.   I tried everything I found on the support forum and still cannot connect to create a support ticket.  If anyone can please assist me. 

I have created a simple relay workflow that creates 10 sub-folders when a new parent folder is created.  I would like to apply this relay to multiple parent folders.  Is there an easy way to apply the same workflow to all the parent folders without duplicating the workflow? Thanks, Jeff

I just signed up and downloaded Box Drive. When I attempted to login and connect the drive, I received an error message that says invalid_client. How do I address this?

My plan renewed on Aug 11, I updated my payment method today, Aug 25 for corporate compliance, and was billed a second time, please issue me a refund for said second payment, 

I do not have access to my login email anymore.I need to update the admin and login email and password.Please help.

I'm unable to create folders, and get the following messageThank you.

Hi there, I am unable to request signatures. The Request signature button is grayed out and I cannot click it. Please assist.

I have an issue with users both in my enterprise org and on private accounts who utilize the files app integration in iOS experiencing a “content unavailable” error in the file browser after the users folders briefly flash/render on the screen. This is when opening up the “box” location in the files app. 

As a business critical enterprise platform fast support is sometimes needed. Being able to speak with a live person is everything. Online chat with the first support tier, or submitting a ticket that goes into the ether... neither of these give us admins a warm & fuzzy. Even Paypal, that nefarious platform, offers a callback experience. Amazon does, EBay does... Microsoft... countless others. Box is a large investment and should step up to provide more direct support options for enterprise customers.

I created a folder and uploaded MP4 videos. I asked some users with Viewer Permission to play the video but they got error message “ This Preview did not load because you don’t have permission. Please ask the file owner to update the permissions: Please help

間違えて消してしまったフォルダを復元しようとすると "このフォルダーツリーは現在削除中です。 復元は削除処理が完了してから実行できます。後でもう一度やり直してください。"というメッセージが出て復元できません。早く復元するにはどうすればよいか教えてください。(私は管理者ではありません)When I try to restore a folder that I accidentally deleted, I get the message "This folder tree is currently being deleted. The restore can be performed only after the deletion process is complete. Please try again later. " message and cannot be restored. Please tell me how to restore it quickly. (I'm not an admin)

I was sent a link from an outside agency to access and upload documents.  I was able to open it and was asked for a password which I was unable to create. I set up a box account and I am now unable to access the link that was previously sent. I don’t know if creating my own account caused this problem. I do not need a personal box account, I just need to be able to upload documents to another agency. 

Hi,I would need to add external users from my administrator console. I have upgraded the plan to the Business Plus because I need a lot of external users, but it is impossible to add them. The platform only allows me to add users of my organization.I wait for your support please.Thanks. ​@Jey Bueno Box 

I need help with updating my Box drive desktop app. I sent in the logs and it tells me to create a support case on the forums.

Hi recently  im not receiving emails from noreply@box.comHow to fix this ?

Is there a way for me to recover the deleted files if i upgrade my plan or is it too late?