Support Forum

I moved a file and now I cannot find it. I did not delete and I have checked the trash.

1) We previously had like 90/95GB worth of stuff and suddenly jumped all the way up to 140GB way over our 100GB limit. Something is wrong.2) I tried to clear some space and deleted AT LEAST 30-40GB+ worth of stuff and I'm not seeing it update. Its not re-caclulating the storage consumed.Help, we are over limit and cannot upload anything.

please tell me how to delete an existing email from your system

Okta automatic provisioning of user for the Box app failed. Could not create new user. 409 - User with the specified login already exists.  SSO login page stuck in loop "Invalid login credentials" after hitting "Continue"

We use Smartsheet's to track submittals with hyperlinks to files in box. When I click on a hyperlink, the message I get is "This shared file or folder link has been removed or is unavailable to you." However, I have been given full access to all these files. How can I submit a support ticket for this?

I was put in a group for my college class and I'm having difficulty opening the project even though the professor has added me as an editor twice. I really need to access it but it says I lost permissions. Please help! Neither of us is sure how to fix it.

Storage Showing At Limit, but Deleted Multiple Files Does something have to be reset on the back end?

QR code stayed on my account and it was unable to set up 2FA with email and SMS even if I changed the setting. 

Hello,I've been attempting to use Box Drive but with every attempt to open the application, I'm greeted with a message stating that the Windows Computer needs to restart to finish the update. I've restarted multiple times along with using Revo Uninstaller to wipe the registry of anything related to Box Drive but the application continues to display this message after logging in. Please provide any additional assistance so that I may continue to use Box Drive.Thank you

How can I see a document in "no markup" view on Box online like I can in Microsoft Word when using Box Drive? The only options that appear in Markup View are "simple markup" and "all markup." I've googled to no avail. Thanks!

Description of the Issue: I’ve recently set up Single Sign-On (SSO) between Box and Microsoft 365 (M365) using Azure Entra (formerly Azure AD). While existing users who already have a Box password can successfully log in via SSO, I’m encountering issues when provisioning new users from M365 to Box. Specifically, for newly provisioned users who have never created a password on the Box side, the system requests an email confirmation upon login. However, no confirmation email is received by the user’s M365 email account. I have checked message tracing in M365 and confirmed that the email was never sent from Box. Steps to Reproduce: Configure SSO between M365 and Box using Azure Entra. Enable automatic user provisioning from M365 to Box. Provision a new user in M365 and add them to the Box group for automatic provisioning. Attempt to log in via SSO with the newly provisioned user. Box requests a confirmation code to be sent via email, but no email is received in the M365 mailbox (confirmed

How do I reach out to a Customer Success Manager if I want to enable Custom Terms of Service for my account to act as a click through NDA?

Hello, I am tasked with creating uniformity in the file names on this application.  I need to change the names on files already uploaded onto Box.  I do not see an option to rename.  Do I have to download the file, rename it, and upload back to box, and delete the former names file?  Seems like a lot but maybe the only work around. Thank you!

I agree!  Having the search filter default to the current folder, rather than the entire drive, is a pain, and it's wasting me time.  It would be great to have that changed.

We see that the Search functionality has changed recently.  When looking for a file that has been placed into trash, the search function is not locating the files. We know that the file is in trash because we have tested by deleting and then searching.  Can you please review the functionality and provide some guidance? 

Hi I am opening a ticket for 'personal information-redacted' She is not able to access a box link that I sent. Can we troubleshoot the issue? 

I still am unable to log into the Box Drive App on my Win 11 desktop to laptop, it takes me to the browser login screen, successfully logs me in, and redirects back to the Drive App and the app says Log In. it is an endless cycle.  I have cleared the Registry and other steps that I was given. No change.

Hi, I'm tearing out what remaining hair that I have trying to figure this out ... I don't use MS Office on Windows or Android.  BUT, I'd like to edit docs using local apps on Android as I do on Windows.  I also have a subscription Acrobat and would like to use that for reading and editing Box documents locally while on the road. How do I stop Box Mobile from always trying to us MS Office (which isn't installed) and allow me to select a locally installed app that will open the document?  This isn't an issue from Box for Windows or Mac, so why the issue with Android? Thanks in advance.

Hello,  I am a collaborator on an account set up by our accountant o share files between us. . It appears that this created a free account for me.  I now wish to open a box account for my own company using the same email that he used to invite me to collaborate.  Can I simply upgrade my account, say to enterprise, that will not include my accountant? T

Hi, I'm new to box.  My colleague shared a folder with me.  When I try to access the folder, I get a new page saying that I don't have enough storage on my account to access the folder.  I don't want to copy any of the files to my box account, I just want to download them to my personal computer.  Does anyone know how to do that?

I get a message with quota exceeded, and when I remove some files, the message remains and no update happens. Sync is blocked/. I already had that problem 3 years ago, needs an intervention from box tecnician - seems that nothing has been done to fix that problem. Please help.

I believe that we have Box drive.We can access our files online.   That is what I see installed on my computer.   Does that look like there are two versions of Box installed and could they be in conflict preventing live sync.Is "Box For Office" actually Box Sync?   Thank you

One of my users isn't getting the password reset or email confirmation email.  User email address is <personal information-redacted>

Hello   It seems I am not getting email notifications once a file has been sent or viewed and signed.  I did update the settings but still not receiving it  Thank you, Natalie