Support Forum

Hello,     I have a question.I had to opt into a 2 step verification process to get a file from a client...I got it and am done with that.How do I remove the 2 step verification process?  It is a real pain.I much much prefer the normal 1 step password system.Please let me knowThank you 

I am the administrator of a paid BOX plan.I tried to invite a new collaborator, butthe invitation email never arrived.I verified that the email address was correctand checked my spam folder and all other security settings I use,but I couldn’t find any sign that it had been delivered.I suspect there may be a sending restriction on the BOX side; could you please look into this?

We need to create a Box ticket. The option is not available to me.

We have a workflow that stalls out during the document gen when we download the csv for tracking we get:get the following below has anyone else seen this. Is there any way to get a more verbose output other than this terse output? [removed by moderator] 491758-5783ef8b-f5f0-4dde-b412-47e938cc0f9f 1.72E+09 Flow 1 Outcome 1 Document Generation ######## Unknown File Admin Stalled

I'm looking for a way to mirror two folders in Box. Instead of copying every file to another folder, I'd like to "mirror" two folders so that when one is updated with a new file, the other folder is automatically updated with that same file. How would I go about doing this? Thank you!

I am helping a person get set up on BOX, but the confirmation email was never received or in SPAM/JUNK.  I hit "resend confirmation" several times, but still no confirmation email.  I did confirm that the email address is receiving other emails. Not sure what to do next.

I’ve set up a new user and sent and resent the confirmation email multiple times and they have still not received it. I also deleted and recreated the user and then sent and resent the confirmation email multiple times. It’s now been 24 hours. Appreciate any help?

I had an account " [removed by moderator] " which set the 2-factor authentication. But I changed the phone and lot the authentication setting. Now I have no way to know my security code to access to the box.If I want to reset the 2-factor authentication, I have to login BOX first. But without authentication app, I can not get the security code to login the BOX.So how can I solve this issue to login the BOX and reset the 2-factor authentication?

I am trying to adjust an external user who is a Collaborator on a Folder between them and my company. When I go into their External User profile, than go into the Folder, permissions and try to change them from “Preview Uploader” to “Viewer Uploader” I am hit with the error pop up “Access level could not be changed”. The external user said they use to be able to edit or delete files if they accidentally uploaded the wrong ones to the folder, but as of the past few weeks they are no longer able to do so. Did something change with the level of permissions that are allowed for an External User? 

We have added a new user to a shared folder with Editor permissions. When looking at the list of Collaborators for the folder, we can see his email address listed with Editor permissions and verified correct spelling. He can log into Box but cannot edit or add anything to the folder. Additionally, he is not receiving any emails from Box for actions like password reset or requesting/granting access to folders. He's checked his spam folder in Outlook (nothing there), and our Box admin has verified that his email is not on the suppression list. He's tried both Outlook desktop and web apps. He's also tried different web browsers, all with no luck. Please help! 

When login the box Drive it went to keep on looping in sign in, any advice with this issue? 

I often copy MS word documents within or outside of Box, for things such as creating a new project charter for a new project. However, Box never displays the updated Header. It’s correct when the document is launched, but people always look at it first in Box’s preview and then message me saying the header is wrong (it’s not). Probably a caching issue, but I can find no way to resolve this bug in Box.

Hi,I have accidentally deleted some folders (UK-SurveillanceDueList) and files while I am moving my files from Box to OneDrive (folder name “Printed”), please help me in restoring them. Thanks in advance. Date User Name User email IP address Action Affected Affected ID Size (in KB) Parent folder Details 8/4/2026 15:29 Jacqueline Li <removed personal information> 116.12.179.146 Bin printed 3.75695E+11   /UK-SurveillanceDueList  

BOX drive is not downloading and I can only access via the web. Message pop up advised to create a support case here.

昨日、BOX環境において、有料プランにアップデータしていくと意図せず、既存のほかのユーザに、ライセンスが消費されている状況を確認いたしました。 本来は外部ユーザー（External User）として利用する想定であり、ユーザー追加の方法や設定（SCIM/SSO等）の影響により、当初の意図と異なる形で課金対象となってしまっております。 現時点で、外部ユーザを全部削除しましたが、最初予定した3ライセンスに変更していただきたいです。 つきましては、以下についてご相談させてください。・直近で追加されたライセンスに関する請求調整（減額・返金）は可能ですか・今後同様の事象を防ぐための設定に関する推奨方法がありますか お手数をおかけしますが、ご確認のほどよろしくお願いいたします。 ――――――――――会社名：株式会社アイ・ティー・ビー管理者名：王　彦良メールアドレス：<removed personal information>

先日ビジネスプランでBOXを契約したのですが、社内で既にBOXを契約していたようで重複した契約となってしまっています。私が契約したBOXを解約し、既にあるBOXの契約を使用したいのですが難しいでしょうか？併せて、ビジネスプランからビジネスプランプラスにアップグレードした際に、差額ではなく満額請求されているように感じるのですが正しいのでしょうか？

Can you configure a group in Box so that its members are co-administrators?The goal would be to make a user a member of a group as the way to make them a co-admin.

I  cannot access the box, and all co-owners have lost their access. no one can invite us to join this box. The box name is ‘0 REN-AU TB review’.  Now the box’s owner is contact helpdesk for accounts, <removed personal information>. the email is invalid. please kindly help.

We purchased two additional seats on our account.  This increased out seats from 3 to 5.    On the Accounts & Billing page, it shows 3 of 5 seats used.  This is correct.On the Users & Groups page, it shows 3 of 3 seats used.  This is incorrect.Please fix and get back to us asap as we’re trying to assign these seats but its prompting for purchasing a 6 and 7th seat rather than use the two available seats we purchased.   Please advise

Files always appear in order by Name (default).  Now, fairly recently, the default uses the file size to order the files (VERY ANNOYING).  How can I set it back to order files according to name (both the folder list and the contents nested inside of folders)?  I use a Mac, not Windows.

Can I arrange files or folders alphabetical order as default mode? I see that we need to click "NAME" to arrange files alphabetical order. I want to make it work without clicking "NAME".

最初の招待時、対象のメールアドレスが未開通の状態で招待されてしまいその後、メールアドレスが開通したので再度、コラボレーション招待を依頼しましたが、メールが届かない状態です。確認した結果「メールが抑制リストの対象になっている」の対象になっている可能性があり連絡しました。 参考にしたページでは、抑制リストは管理コンソールで確認とのことですが、管理コンソールを扱える方が誰か不明のため、そちらで、抑制リストに登録されているか確認していただけないでしょうか。（参考リンク）メール通知の問題に関するトラブルシューティング – Box Support下記の内容は問題無しですが、解消できませんでした。・迷惑メール/ジャンクメール・ファイアウォール、コンテンツフィルタ、またはメールセキュリティポリシー・入力されたメールアドレスが誤っている・メールのスキャンに関する問題

On my free account, I was unable to preview videos. I just upgraded to a Personal Pro account and it still says I am unable to preview this file type. Is it because it is an MP4? Or do I need an even higher level account?Pretty frustrating! Greg

When I am logged in as one of my users in the Admin Console, I am receiving an error message when attempting to view the comments.  I am recieving the message ‘file activity items faild to laod: Annotations’.  How can I resolve this issue? It has been occuring all week. 

specific user not receiving Box invite emails — attempted to set them up with an email alias and the alias is not receiving either. Other users in the org are able to receive invites, user does not have Box domain blocked on Outlook nor are the emails going to spam.