Support Forum

I need a copy of our contract, as we have a renewal coming up. Please advise, as this is the only channel which I can get support.   I will also add that, for a paying customer, the only way to get support is by posting on a community forum is just awful, awful customer service. I find it absolutely ridiculous that even though my organization spends in nearly $10,000 per year with Box, we are relegated to a community forum to get support is terrible. 

Says the accounts are either already part of a box Enterprise or a box standard. How do we resolve this?

As I mentioned in a previous post, which you misunderstood, the problem is several gigabytes in use on both my Android phone and tablet, not your cloud storage. Local storage. Can I just delete the 3Gb of data showing under the Box app settings? What does it think it's holding on my phone anyway? Why would it keep anything locally? My subsequent responses to the original weren't published, so I'm making a new post in the hope of getting some help. Do you need a screenshot to understand what I'm asking? Happy to provide one if it helps to answer my question. Thanks. 

The Search Everywhere function is currently not working. Are you able to fix, I used this option daily. 

Box drive always seems to be giving issues while accessing files  > off late - i cannot open files - i am trying to open simple text file (via windows explorer) and it says  Cannot open C:\Users\.......  Make sure a disk is in the drive you specified  what?? this is c drive    > Also I can never search through files  > In the Past - I have also had to mark files non read only  as I was not able to move, delete files etc in the past  just a horrible experience - just does not work when we need it          

I have been trying to update to email to multiple account I own and I keep getting a 403 error when I put in the password in the verification link

Hi there, I understand we can add a password on a shared link, but can we add a password to a folder directly? Thank you!

Hello, I would like to be able to set up a Box Relay workflow to send all collaborators in a folder an email notification when a new file is added. Is this functionality available? I am having a hard time trying to set up a workflow to send notifications to external collaborators. 

Hi! We need to distribute Box Tools to macOS end users via Microsoft Intune. I reviewed the provided instructions for the Admin installer (https://support.box.com/hc/en-us/articles/360043695834-Large-Scale-Deployments-Box-Tools) but found some points confusing. The article states that the Admin installer (.pkg) 'doesn't require admin rights to deploy,' yet the provided command uses sudo -u ${currentUser} installer -pkg..., which requires the user to be in the sudoers file. Our end users are not admins, and additionally, installations outside of Intune are blocked by Gatekeeper. Could you advise on the best way to deploy Box Tools in our environment? Can the Admin installer .pkg be installed as System?"

I just upgraded and see no way to add the managed users that I paid for. When I try to add one of the users, I'm told I can't do that. And I see no way to add a support ticket. Your customer service system is abysmal. I'm now sorry that I upgraded. Can you please open a support ticket for me? Kevin

My colleague faces an issue logging in. The system directs them to an authenticator for two-factor authentication, but no authenticator account was set up for this Box account. Can support help reset the two-factor authentication and provide the next steps to access the account?

Hi! Would really appreciate some help & advice. My links do not seem to be working for anyone that I send to. They receive the file, it opens, but when they go to download it nothing happens - it just hangs there, processing. I however am able to download from the link. 

I need to access Shuttle to migrate, but it's not appearing, I have gone through all the steps, and I am account owner permission level. Read all the docs,and follow;w all steps, still not working and I can't find any chat or submit a ticket option, deeply frustrating, I am currently on trial and do not think I will commit based on my experience so far.

Hello. I am trying to add another domain to switch the primary email to, but after I put the txt record on the dns records it still fails and says to reach out to support.

Hi one of my users is experiencing errors when trying to load files or move them. It says she does not have enough storage but has only used 10GB, 

Greetings, we are having difficulties subscribing to a plan. We have tried several times, and the following message appears: An error occurred while processing your request.We were unable to process your payment information. Please check if all fields are filled in correctly and try again, or visit support.box.com for further assistance.

Hi, A folder (and possibly others) has gone missing from our Box shared folder hierarchy. There is no record of memory of this folder having been deleted or tampered with. It does not show up while searching the 'Trash' / 'Bin' folders or while searching 'All files'. The folder is not visible on desktop Box applications or accessing box through web browsers. The folder (and perhaps others, our file structure is reasonably large) has simply disappeared. This is concerning since we may lose / have lost other data.   I am using Box Drive Version 2.43.196. MacOS 14.3.1.    Can you please help: 1. Recover the missing folder. 2. Debug how this has happened and prevent it happening again.   Thank you.     Regards,   Richard

Hello, I am currently subscribed to a monthly plan, and I am considering switching to an annual payment plan. However, I have a question: If I switch to the annual plan, will I have the option to revert to monthly payments after the annual subscription ends? Or would I be required to continue with the annual plan once the switch is made?

Hi there, I am dealing with a data breach and trying to investigate the impact. Is it possible for the Box team to identify an IP address? One of our collaborators was hacked and files were accessed and deleted (now recovered). I have the email address and time stamp so trying to establish where it came from so that I can document it for my ICO report. Thank you! 

I’m sorry. Please resend your email address for confirmation.

I've had several bases report that they have an inability to add/delete folders and some files to the folders that they have co-owner or editor access to.  The error that displays is "There was a problem completing your request. Please try again." Please advise. 

What are the possible ways to upload a recording to Box. Showing only the Cloud 2.0 protocol in my Hikvision NVR.    

Am looking to better understand how the event-based governance feature works - but the written guidance says to contact support. Finding the submit a case button is like a needle in a haystack. Do they actually have to activate it for you in order to test and understand the function?

I just sent my customer some files with Box and it prompted them to create a Box account before they could down load the files from the link I sent them with my Box account. The last time I used my Box account the customer was able to down load the files without creating a Box account.  This has created problems for my customer that does not want to create a Box account and I'm having to ship them a CD with the files with defeats the purpose of my Box account.  Can you please help me?

Hi all, I am trying to send multiple documents- hopefully in the same go- to ONE person. Each document needs to be signed individually by the same person. I have seen that there is a Batch Send option where you can send one document to multiple people- like the same standard contract to every employee. But I am trying to do the opposite of that. Each page I send needs to be signed by the same person.  I managed to send a test out with 7 documents to the same email address by configuring and tediously re-adding the same email address to the designated signers and then assigning the different "profiles" to each signature. However, when I went to my email to try to sign them, none of the signature boxes I had added to the documents showed up. When I tried to re-send the documents and followed the same exact procedure, it now goes back to saying that I cannot have the same email address multiple times on the same signing order.  So does that just mean you actually have to send every single