Support Forum

I am getting the "Email already used in a Box account but not associated with an enterprise" error message when try to add managed user. After several attempts on my part to add the user, I had him delete the account - it had no files associated with it. I used to get the additional message or 'Groups and Folders selection, as well as User Settings for existing Box users, will be available after the user(s) accept their invite."  I read, in some support thread, about clicking the Save a second time, so tried that, but the error messages didn't seem to change and the user didn't receive an invitation. Now when I try to add user again, a message flashes up that says "You do not have permission to add users. Contact support" or something like that.

I want to permanent delete this account

I have an issue of two-factor authentication. I don't remember what device tagged with it and never received authorization code. Can support team please help me on this?

I'd like to contact your billing team immediately.

I need to transfer all my backed-up data in google photos to Box. Is there a good easy and fast solution for directly migrating from google photos to Box?

Randomly appears a new Old_Box folder under C:\User\ inside this Old_Box folder there is all the path and the file that I have saved that day inside. This folder is not reachable online but only in C. The real big problem is that the files of the day are not in the online box folder, only in the old_box one. I have seen that others has this problem but no solution is mentioned.

Hi I am looking for the latest SOC 2 report for completing the Vendor assessment. Can you please share?   Thanks and Regards Ram

Lately, I have been facing a lot of issues with the box on both the desktop and the app, it doesn't download the folder, and making the available option wouldn't work properly. Do assist me here.

Hi, I'd like to add a new domain to my account. It seems that I need to create a support ticket for this, but I don't get the option to create one. Is there another way to do this?  

When I select one file in a Collection, the Options menu is present and I can Tag the file. However, as soon as I add another file to the selection (2 or more), those options disappear. Surely, Box offers a way to Tag all files in a Collection???

Hi, I am unable to complete a signature request.  After configuring my document, I am unable to send it because the Send box is greyed out, as though there is something undone or incomplete.  But I cannot determine what is missing that is preventing the SEND button from activating.  Thanks

Invitation emails to collaborators say "I'd like to share my files with you on Box".  Can I change this message to a static, custom message that applies to all invitations?

I have a blank screen when I login. I can access some files when I use sidebar. It seems a lot of users have this problem, but I can't see anywhere where it is fixed

I am a co-admin in the Box account. Before transferring his privileges to me or anyone else on the team, my admin left. Please can you help fix this as soon as possible?

Good morning everyone, I have a big issue with my Box Accompt, I tried to contact the support service a thousand time, but nobody answer, if someone can help me I joins to this message the email I send them this morning explaining my situation, If any of you have a number, an email in French or English, please send it to me. Thank you so much community. Hello, I am extremely frustrated with Box’s customer service. It is completely unacceptable that I cannot reach reliable support while facing a critical issue. I manage eight restaurants, and all our essential documents are stored on Box. Yesterday, User B attempted to remove User A, who was the original creator of the account (Account ID: B01451963). Since this action, we have completely lost access to all files from the past 10 years. We have already checked the Trash folder, but no files are visible. This is a major operational issue, as we rely on these documents daily. I have tried to contact your support by phone and through your

I used to be able to share folders with an external collaborator, but now it is saying only people with our company domain are allowed to be added as a collaborator. I can't find a setting to turn off this control and I am an admin. Can you help?

I haven't received an email even though I've set it up.[noreply@box.com]

The password creation error keeps happening, what should I do?

We have a new managed user on our account, they are from our company, but none of the admins or co-admins added them. Everything I've found says only an admin or co-admin can add managed users. This could becaome a big problem if it continues to happen as we'll be expected to pay for seats that we didn't authorize. Any idea how this could happen?

Hi Support, Would it be possible to run the script to reset my Data storage counter?Have about < 1GB of data in the Box folder on my PC, but my account shows 6 GB online.Thanks in advance. Best Regards, Chris

  I am currently adding users and I am having trouble with one user.   He already has a Drop Box and it says the email is already in use with a box account but not associated with an enterprise .   What do I or does he need to do to be able to become a user.   Thanks,

  I cannot share files and folders with external collaborators.  Below is the error I get. If I go into the folder settings, I cannot untick the collaboration restriction. I am a co-admin and can't see any settings in the admin settings that need changing.  

Even though I save it at 100% in the Excel file, the preview on Box.com appears with random magnification. How can I fix this?

Hello Box!! New iphone, I did not know to transfer my authenticator logins over before it wiped. Could I get my Box 2Factor reset? Thank you! Best, Leslie

Yesterday, Sun., 2/16/25, I went to open some files and there where only a few folders showing on my Box Drive on my PC laptop. I restarted - nothing. I rebooted/shutdowned - nothing. I then saw in my Microsoft file history, the last time I opened a Box file was on 2/4/25, however there are no files or folders in the Box "Trash" or on my desktop "Recycle Bin." I do not share my laptop nor these files. I am in a quandary as to where the folders & files have gone. I have contacted Box customer support but since it is a "free" account they cannot help and have suggested I come to the Box Community for help. I also asked if I purchased an Individual Plan if they would be able to locatemy files (as I feel I am within the window of time for them to be permanently deleted but they were not able to give me guarantee without doing a prior investigation, which they are not willing to do. I am hoping you may have some simple steps to help me or any suggestions. Should I go to a Geek Squad lik