Support Forum

Hello Box Support,I am reporting a security incident on my account. My account was accessed without my authorization (there appears to have been a login from an unfamiliar location/IP address), and files have been taken from my account without my permission.This is an urgent security matter. Could you please escalate this to Product Support and open a security ticket so the unauthorized access can be investigated and my account secured?  I am happy to verify my identity and provide additional details privately through the appropriate secure channel.Thank you for your help.           Ask before acting

This was a problem we had perviously and Box reversed whatever change they made. We need to copy and paste regularly from a document we are previewing on Box to another system without havig to open the document in the programme which created it. We have always been able to do this and it is absolutely necessary for us to work efficiently.

I have followed the directions for resetting Box Drive on Windows 11 but my access has not been restored and I can find no other ideas in the online support documentation. Re-installing Box and restarting the machine also has no success. I am wondering how I can restore access to Box Drive on this machine since I seem to have exhausted the options in the online documentation. 

Hello,We are seeing a change in behavior with Box Automate and would like to know whether this is an intended change, a known issue, or related to enterprise settings.Current behavior:Folders where I have Co-owner access can be selected in Automate triggers and actions. Folders where I have Editor access cannot be selected. This occurs for all Editor-access folders, not just a specific folder.Examples: folder (Co-owner) → selectable Ex-org folder (Editor) → not selectableAdditional information:On July 9, 2026, I was able to select the In-org folder while having only Editor access. The same folders were previously usable in Box Relay. In the folder picker dialog, I see the following message:"You have editor access permissions, and your enterprise or specific folders have 'restrict invitations' enabled, so some content may not be available."Questions:Has Box Automate recently changed its permission requirements for folder selection? Is Co-owner access now required for folders used in Aut

Hello! I just created a new personal account with Box and signed out with my institutional account. I can sign in to the new account on box.com but I am unable to do so on the Mac App. I keep getting in a loop wherer the app takes me to box.com to sign-in, the web sign-in opens the box app, and then it gives me the same message that I need to sign in on box.com, and so on over and over again. I uninstalled box from mac, downlaoded box rester app and ran it. Both did not work. 

Can't restore important files from Trash - "not enough space" error, but Trash shouldn't count toward quotaHi,I accidentally lost important files from my Box account and they're currently sitting in Trash. When I try to restore them, I get this error:"We could not perform this action because you do not have enough space in your account."My account is on the 10GB free plan. According to Box's own documentation, items in Trash should not count toward my total storage allocation - so this looks like a storage count/calculation issue on my account rather than an actual lack of space.Could someone from the Box team please recalculate/correct my storage count so I can restore these files? This is time-sensitive as Trash items are eventually purged permanently. Thank you for your help.

Can anyone provide the Box.2.52.313.msi?the install got corrupted and somehow i can’t uninstall it is looking for C:\programdata\Box\Box\Installer\Box.2.52.313.msiI have .315 but that doesn’t work. I can’t seem to find this slightly older .msi.I don’t think there is a removal tool. I tried the boxeditcleaner-peruser and per machine powershell but that didn’t resolve.Trying to install latest version but it won’t remove older version..any help appreciated. 

Title: Heads up — moving/copying files into a folder with same-named files can silently overwrite them, and recovery may be blocked by your plan tierTL;DRWhile cleaning up duplicate files across several of my Box accounts, I asked an AI assistant to move a folder's contents into another folder. Some of the files in the destination folder had the same names as files already there (but different content). Box didn't warn me or ask — it silently uploaded the moved file as a new version on top of the existing file, replacing what was there. When I went to restore the original version from Version History, I found that version history/restore is a paid-plan feature — so even though the old version technically still exists on Box's servers, I can't see it or get it back without upgrading.Posting this so other users (and anyone using AI assistants to manage their Box files) know to check for this before doing bulk moves/copies.BackgroundI have several Box accounts from different periods of my

Box IndividualからPersonal Proにアップグレードしようとすると以下のエラーが発生し、何度試してもアップグレードできません。---要求の処理中にエラーが発生しました。お客様のアカウントでさらに認証が必要です。support.box.comでチケットを送信してください。

 I frequently use Box to share files with customers by creating the shared link.  On my most recent upload, when someone tries to access they are being asked to log into box.  This hasn’t happened before, does anyone know what might be causing the issue?

Hi, My client has issue receiving email to reset the password. Could you please help solving this issue?

Is there a way to password protect individual folders?

Good morning. A folder containing very important files has unexpectedly disappeared; the folder is named "Residencia 2026" and is linked to the account [removed by moderator] , of which I am the administrator. It shows 4.9 GB of 10 GB being used, yet nothing is visible. I have already searched using filters and checked other folders, but found nothing. Please, I would like to recover this information.

Hi, I have been using Box Sync for around 10 years, just for my wife and I to share files on PC, laptop, phones and tablets so that we can have access when we need it. The total of our files is less that 3GB and they are all synced to all devices.As Box Sync is nearing EOL I’m wondering if Box Drive will work just the same or if I will have to configure it differently.Any help gratefully received.Andy.

Hello Box Community,I need to link an additional email address to my Box account.  After adding the new email address in Account Settings, I receive a confirmation email at my current default email address.  When I click on the verification link and try to log into my account, I receive a message from Box that “This email confirmation link has been blocked.  Please contact your administrator or support for more information.”  I am the administrator.  I have no idea why the email confirmation link has been blocked.Can someone help me please?Thanks,Gary

Hi everyone,I'm hoping someone has run into this after migrating from Box Sync to Box Drive on macOS.EnvironmentmacOS Microsoft 365 / Word / Excel / Outlook for Mac Box Free account Migrated from Box Sync to Box Drive on July 6, 2026What I'm SeeingAfter uninstalling Box Sync and installing Box Drive, Box created:Archived - Box Sync Box Sync (backup) ~/Library/CloudStorage/Box-BoxThe issue is that Microsoft Office still appears to be referencing the old Box Sync data.Evidence Box Drive works correctly Creating a folder in: ~/Library/CloudStorage/Box-Box immediately appears on Box.com. Word can open files from Box-Box Documents stored in Box-Box show up under Word's Recent files list. The path shown in Recent is: Macintosh HD > Users > rs > Library > CloudStorage > Box-Box Office's Box integration appears broken In Word, when I choose Manage Storage Accounts → Box, I receive: "Box for Microsoft Office (Desktop) is currently disabled by your Box administrator."

Hi everyone,I’m experiencing an issue with image previews in Box Note. Some images in my notes load and display correctly, but others keep showing the loading spinner and never finish loading.I’m not sure what is causing this. Could it be related to:Image format or file size limitations Incomplete uploads or corrupted image files Browser cache, extensions, or network issues Box Note preview service issues Folder permissions or access restrictionsHas anyone experienced a similar issue? What troubleshooting steps would you recommend? For example, would clearing the browser cache, trying another browser, re-uploading the images, or converting them to JPG/PNG help?Thank you for your help.

There was an error getting the shared link for this item.I am co-admin for a box account for my company. Our former employee’s account has been deactivated, and ownership of her files was supposed to be transferred to me. For some reason, she still appears as owner to the files. Since we have deleted her account, now when we try to share folders with clients we get this error: There was an error getting the shared link for this item. Her account no longer shows under our users tab, so I am completely baffled as to how she is still the owner of these files.  Please help! 

I am clicking on the email verification link the second I get it and it says its expired!  Not the best first impression

I set up sync yesterday and everything has synced to my desktop except for the contents of one folder. I don't think it's a size issue as folders larger than this have synced. The folder has 4 subfolders and 3 of the 4 have synced just fine, but it's the 4th that I need and isn't showing up on my desktop. I've tried clicking the unsync button and resyncing and that hasn't worked either 

Hello, trying to view or download the file at the following link to desktop: https://www.box.com/s/twp1om4892xx0d03134f After a few seconds I get an error stating that preview is not available. I click the Download button, but the download never starts.  The only way I’ve been able to view this file is mobile, strangely enough...but it won’t let me download there, either. Any suggestions on how I can get this file downloaded to my desktop?

We are using a free box account to store files for a small, local non-profit.  I am stepping away from the board.  How can we change the main email to someone else?

I'm curious what could be causing pending collaboration invites to auto-remove on our enterprise. I've had about two dozen pending invites silently disappear over the last two months, and I can't figure out where it's coming from on our end.A few relevant things:In Admin Console under Content & Sharing → Invited Collaborators Expiration Settings, "Automatically remove invited collaborators" is unchecked and has been for as long as I remember. I haven't changed enterprise settings in months. The admin log shows COLLABORATION_REMOVE events created by user ID 1 with no login, always around 30 days after the original invite.

Since I'm unable to contact anyone at the company, I'd love to rely on the insights and wisdom of the community. I have three users on my company account, I am the admin and I have created a file structure. I would like my other two colleagues to see the exact same file structure when they login. If they make any changes, it would also reflect on the other two people's visibility as well. How do I do that?

We are sending and receiving files to and from customers via BOX, but some customers have reported that they are unable to log in to BOX.We have received reports from some customers that they are unable to log in to the BOX.If you know how to solve this problem, please let us know.The following is the sequence of events leading up to the screen. Invitation mail is sent when the customer starts using the BOX→The customer sets up registration information from the URL in the invitation mail→When the customer tries to access the BOX login screen to start using the BOX, the screen shown in the attachment is displayed.The screen shows "A confirmation email has been sent," but when we checked with the customer, he said he had not received any BOX email other than the first invitation email.