Support Forum

My collaborator sent me a file that I cannot see. After reaching out to them they advised the following: “ I am sorry that you ae having trouble accessing your case file on Box.Com. However, DCR cannot send the case file to your e-mail because it is too large for DCR’s server, so it must do so via the third party platform of Box.com. The entire case file has been downloaded onto Box.Com. Please contact Box.Com customer support and they should be able to assist you with access to your case file. Thank you.” Please help. Thank you.

Hello, Suddenly starting today box is asking for 2FA which i have not setup for my account. It was working with password only until yesterday .    Please assist how to get rid of this issue. 

Hi, when I log in to Box.com, all I get is a blank page that shows me no folders or files. It navigates to "https://app.box.com/folder/0" and simply shows nothing. 

Please let me know how I can change my login ID in box Individual.  I've searched the steps, but I can't find the right selection in the menu.  

When reactivating a deleted user account, the user follows enrollment email but receives a message that his account is deactivated and to contact the admin.  Is there a delay between when you can delete an account to when it can be added back? Any recommendations appreciated!  

I have deleted all files but it is still showing 8gb of data used.

Dear Box Support Team I am contacting you on behalf of a user who is having trouble logging into their Box account. We are experiencing an issue where 2-factor authentication appears to be enabled, even though we never set it up. Unfortunately, we no longer have access to the authentication code required to log in. Can you provide any guidance or solution to resolve this issue so that the user can regain access to their account? If you need more information about the account or user, please let us know and we will provide the necessary information. Thank you for your assistance. Thanks in advance.  

Dear Box Support Team, I am experiencing an issue with my Box storage space. Despite deleting files from the trash bin and removing unnecessary files from my account, the storage space is not being released. As a result, I am unable to sync new files. Specifically: I have permanently deleted files from the trash I have removed unnecessary files from my folders I have waited several hours, but the storage space remains unchanged I am unable to upload or sync new files due to insufficient storage space Could you please help investigate why the storage space is not being freed up after deletions? I would greatly appreciate your assistance in resolving this issue. Takatoshi Hasegawa

I had a similar experience to other users whereupon once upgrading to a Business plan, many of my prior files no longer appear to exist. Please help!

Hello   My account has been locked out because my phone number has been changed and I cannot reset my 2FA:   <personal information-redacted>

I have requested to sign some files but the links to download the files were expired since I did not sign up at that time of signing the files. Is that any way I can get the files back in my account now?    

I keep getting notices that my bank account charge did not go through in the amount of 59.99. I would like to unsubscribe so that my account is no longer charged. There is no clear explanation as to how to do this. Someone please reach out to me with instructions.

Recently got laid off and I had some personal files on my non-publically accessible Box folder. I spoke with IT and they said only my manager can access the files now. Unfortunately, my manager is, to put it politely, not being very helpful. Is there a way they can hand over the access to someone else so that I can get my files from them? Thanks!

I saw in previous support posts that if files go missing for less than 14 days they can be recovered by submitting a support ticket. It appears that there is no way to submit a support ticket though.  The files are not in the trash so I can not restore them However I know for a fact that I was able to access my files 5 days ago.  What do I do? 

Unable to find link to submit support ticket. Need assistance with Box for Netsuite and confirming what we have installed and neet to update. 

Myself and my colleague were both getting a "Failed to save Hub. Please try again later" message on various Hubs today, but edits are actually being saved.

I'm one of our three admins for my organization's Box instance. We recently had someone retire who was one of our early Box users. We use Box as more of a collaboration tool than a personal workspace, but since he was one of the first of our users, he's one of the few users that had own their own folders. All newly created folders are now owned by our top-tier admin account, so they're accessible to our organization if the user separates. Before I'm able to delete his account, I need to transfer content. That's not the problem, but there are a few folders that we either want to archive in another retention policy folder or share with another of our executive team members, but these were not shared with anyone else. The rest of the content will transfer to another user, but only after I've moved these few folders. When logged into my admin account, I can see this user's content in Content Manager. I've tried sharing one folder with our admin Box group and I also tried inviting our admin

Dear Support Team, I am writing to request the restoration of my account that was accidentally deleted. Please find my account details below: personal information-redacted I would appreciate it if you could assist me in recovering my account as soon as possible. If you require any additional information or verification, please let me know. Thank you for your time and assistance. Best regards,Mashiro Kuwano 

"There was a problem completing your request. Please try again."  with doing a file Request.

There is not a single file on my Box account and it said I'm using 5.3GB of storage when it should be 0GB

Hello. Please send either detailed, correct instructions on downloading the most current SOC reports or email them to my address. When I go to the Trust Center and search for these reports, I only get to the same posts. Thank you.

Have multiple Box file, with sub folders. The search function does not work the same in all files.  In one I can search for part of a PDF title and in the other nothing comes up. 

This problem started many days ago. I opened my documents using the open dropdown. Often I have to repair the tool kit, which is very inconvenient. Recently, I cannot open a Word document and when I download the toolkit, I get a message "A more recent version of Box Tools is already installed on this computer. My browser is up to date. I have deleted all versions of the toolkit (there are many because I have to frequently repair. I can view using Microsoft Word Online, but this doesn't not provide all of the features of regular Word. How can a correct this problem. I am not technical.

Dear Support, Could it possible i would like to change my email if yes what is the right way to do sir?