Support Forum

So my account was converted to an enterprise account (imagine my surprise, but I guess it was a kindness  as I am a grandfathered account from when Box first hit the internet).In any event, I am the “admin” for my own (imaginary) company. Which is nice. But I need to change my email and...I can’t. All the advice shown in support is outdated, and does not reflect the existing (as of March 2026) layout. If I go to my account setting, I am told my “admin” (who is me), has to allow it in the admin settings. When I go to admin settings, there is no setting to allow me to allow myself to change my email.Either that, or it doesn’t let me use the email I want to use (iCloud) because I have to allow myself to use the domain, but apparently that is locked behind a paid upgrade to a higher level of enterprise I am just never going to need.So basically I am stuck with a permanent email address I am not going to use. I am prevented from changing it to an email I will be using for the foreseeable fu

I have a Doc Gen template that is ignoring one instance of a template tag variable in the first page footer of the document. The same variable is properly filled in on the generated document everywhere else it is found, including the footer of additional pages. Is this a known issue? The footer affected in this way does not have a “Different First Page” option selected. It is the same footer on every page.The Doc Gen Template downloaded directly from Box is attached as Policy_BoxTemplate_v1An example of the resulting document created from the template is attached as 3000_WIP 

I had a Pro account. Since canceling it and going back down to the free version, I can no longer see the invoices/receipts for the payments I made for my subscription. Very frustrating.

My company has a very strictly controlled access policy to Box. Not all users with email addresses in our verified domains for box are allowed to use it. It is controlled by an SSO login with specific user access defined to Box. Recently, I have seen when members of our organization receive a Box Sign request from an external source these users, who should not be allowed access to our Box instance  are auto-enrolled as a managed user. This happens I assume because the domain of their email address matches the verified domain my Company uses for Box.We do not want this to occur. When it happens I must remove these users manually after I get notified of the new unauthorized addition to the managed user count.How do we stop this from happening?

Hi, Since the original administrator has resigned, we would like to change the box administrator used by our enterprise. Please contact and help us to change admin.

I tried to create a new personal account with a new email and it appears the typical “We’ve Sent You a Confirmation EmailTo login to your account you’ll need to verify your email: [removed by moderator] . The verification link will expire in 15 minutes.” But i get nothing. I've tried everything and nothing. I’m completely stuck in here and can’t understand why; please help!

A folder I moved has gone missing. I checked the Recycle Bin, but it wasn’t there. How can I recover it?

I uploaded an image file, but the preview doesn’t work and just says “box preview failed to load for this file”. is there anything I can do to troubleshoot?

I used to be able to play video files in the app without any problem, but lately they wont load. They just sit there showing the blue file logo with the spinning white circle like they're trying to load. Im using my 5G instead of wifi as I dont have internet yet at the new place, so I thought it might be something stopping me from playing a video using mobile switchdata, so I used the wifi at work to make the files available offline. Well they still wont play.  Any ideas?

Hi, I have a question regarding video review.A collaborator shared several videos with me for review. I am not able to download them to my computer, so I need to view them via streaming. I can access and play the videos through Box on the web browser without any issues.However, when I try to open the same videos using the Box app on my MacBook, I receive a message saying that the file cannot be opened and that I do not have permission.Is there a way to enable viewing these videos through the Box app on my MacBook?Thank you.

Hello,I recently ran into this issue:https://support.box.com/hc/en-us/community/posts/ [removed by moderator] -Python-error-and-cannot-install-box-appHowever, even after following the outlined steps, the installer still insisted that there was a newer version of Box already installed on my PC, and the Apps still listed Box 2.51.234 as an app, though I had deleted the folder.Knowing this was a registry issue, and unable to uninstall box any other way since box2.51.234.msi was nowhere to be found on my file system, I scoured Regedit for “2.51.234,” found every Box/Box/ key and subkey, and deleted them. Then I restarted my PC with no issue.I was able to launch the installer which finally started to install and prompted me for my box log. However, I ran into the this issue where Box says it has no permission to use the target folder, collects logs, and then quits.Now the installer refuses to run at all despite my best efforts.I’ve used Box for over a decade an never ran into an issue where

I have a Relay workflow that is being triggered an excessive number of times and assigning an excessive number of tasks to the same people over and over again, when the conditions for the task to be assigned are only being met once and I make sure to invalidate the conditions as part of the flow, so I can guarantee there is not a feedback loop occurring. I initially thought that the issue might be caused because I was evaluating 16 metadata values to trigger the task, so I implemented a “fix” where when the 16 metadata conditions were met, the flow would update a single metadata value. Then a separate flow would listen only for the single metadata value to trigger the task. However, this seems to have exasperated the problem exponentially, not solved it.Based on that, I would imagine that the solution needs to be cutting down on the number of metadata values being watched for in general, but I can’t let this action fire until an indeterminate number of simultaneous tasks are completed

When I tried to create a free account using my company email address, I received an error message saying "Email address is invalid" and was unable to proceed.I have confirmed that the email address is correct, and I have not already created a Box account with this email address.

I can't log in to Box Drive for desktop using Google login.After logging in, I return to the Box Drive app, but the sign-in screen remains.By the way, there is no problem with an account with a normal address and password.Is there a solution?I'm using Windows 10.Thank you in advance.

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. 

Hello i am getting these messages when uploading files. My admin has made me an editor but I cannot seem to upload anything to the file I have been given access to. I work for a consultant could there be restrictions on my IT side?these are the messages i am getting There was an issue uploading the file. Either:The permissions to upload a new version were not sufficient. The new version did not have the same filename as the original.

I am trying to install box tools but our IT policies require a full offline installer (preferably MSI or a complete EXE installer) suitable for enterprise deployment. Do you support this? 

Google says I have 14 days to recover deleted files from the trash. Please help. They were deleted from the trash bin, so now I can’t access them.Thanks

Dear Box Support Team,I am writing to request assistance with accessing my free Box account.I created this account several years ago and used it regularly, but it has been inactive for some time. I recently tried to log back in, but I have forgotten my password.I have attempted to reset it using the "Reset Password" button multiple times, but I am not receiving the password reset email in my inbox (I have also checked my spam/junk folders).Could you please help me regain access to my account?Thank you for your support.Best regards,

Upload error messages won't go away!  How do I make this stop????  I am so beyond frustrated, and it looks like I am not the only one who has this issue! 

I can't see any of my files, and if I try to access a section, I get this error. It's worth mentioning that I had to create another account to open this ticket because when I try to log in to my first account, I get another error and it won't let me log in. I tried other browser, but the result was the same  

Can somebody please help me. I installed Box.com on my newer phone and as I logged in all files from my old phone disappeared. It said that now my old phone doesn’t any more have credentials. how to bring back files from old phone a d show them in new phone. I was using Iphone 5s

Please assist with email verification it say it has expired.

Hello, Where can I find documentation on how to implement (turn on) Box Shield.  At present I do not have the classification, or shield options in the admin dashboard.  I took the course, but the steps are not listed.   Thank you

Hi everyone,I’m facing a technical deadlock and I need some help. I accidentally deleted a folder containing 53GB of data (composed of many small files). It is currently in my Trash.However, my account has a 50GB storage limit. When I try to restore the folder, Box prevents the action, stating that the folder exceeds my account's capacity.Since I cannot "open" the folder within the Trash to restore it piece by piece, I am stuck. I cannot restore it to download and move it elsewhere because I don't have enough "active" space to hold it.Could a moderator or support agent temporarily increase my quota or help me restore this folder so I can retrieve my data?Thank you in advance.