Support Forum

I deleted several large files and the storage keeps showing it's full

I was trying to upgrade and was asked to contact support.

Hi, I am the ‘owner’ on our free Box storage account for a small organisation. One of the 6 editors is unable to upload documents to the folders I create - he has done so before, but is no longer able to. Please could you offer any thoughts or advice? Thank you

I need to restrict Box logins to certain IP -( allowlist). Please advise.

I’m a new “Business Plus” account holder for a small Mac-based law firm.  I’ve had a heck of a time getting our firm’s files uploaded to Box’s servers.  The “sales person” I’ve been working said “go to support.box.com and start a trouble ticket and Support will help you.”  I’ll be damned if I can figure out how to do that.  How do I get someone at Box Support to contact me regarding my connectivity issues?

Hi Box Community team,One user on our free Box account can't log in because the verification code email never arrives. Nobody else in our organization is affected.What we've checked:- Junk/spam folder and quarantine: nothing there- Microsoft 365 message trace: no sign that any message from Box was received or blocked- Other users on the same Microsoft 365 tenant receive Box emails normally- Password reset email did not arriveSince nothing reaches our mail system despite several attempts, we suspect Box has added this address to its email suppression list after an earlier bounce. Your article "Troubleshooting Issues with Email Notifications" says addresses on that list can be removed, but the tool is in the Admin Console and we only have a free account.How do we get to someone at Box to fix this.  I certainly would not consider upgrading to a paid account if Box can’t get the basics to work.  This needs to be fixed ASAP.Could someone please:1. Check whether the address is suppressed and

Hi Box Support team,My account currently displays 18.6 GB used out of 10.0 GB, but my folders and Trash are completely empty. It seems like a storage synchronization glitch.Could you please help me run the backend script to recount and reset the storage usage for my account?Thank you very much!

Hi, experienced a recent issue in the iOS app version of Box when trying to delete files that are for some unknown reason syncing the number of files actually increases rather than decreases see in this video what’s going on  

Hello, We're having a lot of issues trying to upload larger files with the function "UploadUsingSessionAsync", those files are not that big, it is 1GB at maximum, We're using Box .NET SDK with the latest version and I've implemented the IProgress<BoxProgress> class to track where the download is failing, every download make it to 100%  but it seems like it is having problem with the commit part. I've attached the error that is showing on the console. We're using the JWT authentication with a service account, the account is collaborating on the folder and it have all necessary privileges (Co-Owner) to upload files. We have an Enterprise account, so the upload limit is not a problem. We can upload small files with the function (20Mb, 50MB... i din't tested the maximum file size we can upload), but for the larger files, we always get the same error.

My colleagues and I used to share files and documents through Box, but after the migration to SharePoint, we can no longer find any of our old folders or documents.The SharePoint account currently looks like a brand-new account with no previous files or folders available. Could someone please provide the migration recovery steps or explain how we can locate and restore the files that were previously stored in Box? Is there a specific SharePoint site, document library, recycle bin, migration portal, or administrator recovery process we should check?Any guidance on recovering the migrated folders and documents would be greatly appreciated.

I have a account and i only remember my user name but i forgot my mail and my password. I have to really important files there please help asap

domain: WORKPULSEBox storage limit - i have deleted files and from trash. The limit has not updated.please review and update so we can continue to use - at this time, it has become view only for us.Thanks,Chitra

Hello, I have a question regarding managed users. Recently, I purchased three licenses for the Box Starter plan. However, even though there is only one managed user, the system shows that 11 licenses are in use, and I am receiving alerts prompting me to purchase additional licenses.Additionally, the email domains of the managed user and external users are different. I would like to ask the following: What is the cause of this issue? Is it okay to ignore the purchase alert and continue using the service as is? Thank you for your time. I appreciate your support.

Hi everyone,I am completely locked out of my primary personal account because the 2FA SMS codes cannot be delivered to China.I have an active support ticket #3658628 and already submitted my account verification data.However, whenever I try to reply to the support agent via email, my messages get rejected by the server (Error 5.7.1).Could any community manager or moderator please help me ping the support team or Annie to check my verification data and disable the 2FA?Thank you so much!

Hello Box Support Team,We are evaluating security controls for our Box Enterprise environment.We would like to restrict access for managed users so that Box can only be accessed from our company's approved public IP addresses or CIDR ranges.Could you please confirm:Whether IP Allowlisting is available for our current Box Enterprise subscription. Whether it can be enabled for all managed users in our enterprise. How we should submit and maintain our approved IP ranges. Whether the restriction applies to web access, Box Drive, mobile apps, and API integrations.We would also appreciate any documentation or setup instructions.Thank you.

I don’t imagine I will post anything else to this “community.” I only want to complain, and no, I don’t value this corporate-speech so any bots or soulless admins who reply to this with some derivation of “Hi, I’m happy to take care of this problem for you. If you’ll just go through the process of ……,” don’t bother. I have used Box for nearly 5 years with very few issues. I value backing up my data to a cloud and being able to work on it from anywhere. I don’t know what has very recently changed at this company, but it is NEARLY UNUSABLE over the last few months. And no, this is not just one computer or one account. EVERYONE I know is complaining about the exact same thing. It has been having numerous syncing issues. When I double click on a folder in Box Drive, it takes forever and then just loses connection. I have to exit and reopen/log back in constantly which still doesn’t usually fix the problem. Beyond that, there are multiple times where I have saved a document, only to not see

Hi all, I just upgraded my account from personal pro to enterprise package last night. Now around 12 hours pass but seems there is a lot of files still yet to sync / find in the box. The folder structure is there and I can see the file counts but when i click into the folder, I couldnt see any files.My question is how do I know if the syncing progress? and can I prioritize to get any folder to sync first since I need to use it urgently?Appreciate any expert explaination here...

Hello,I’m having an issue with the Box Android app on my phone. Whenever I open a file, I see this message: “Preview unavailable. Something went wrong while loading the file. Please try again.”The files open and preview normally on the Box website, but none of them can be previewed in the Android app. I’ve cleared the app cache, restarted my phone, and uninstalled and reinstalled the app, but the problem persists. I sometimes would prefer to use the app rather than the mobile website.Could you help me identify the cause and resolve the issue? Please let me know what information or diagnostic details you need from me.Thank you.

Hello!  I keep getting a message that my storage is almost used up.  But I deleted several GB of files.  I noticed a number of other users posting about this.  Could I get the same "recalibration" that was done for them please?  Thanks so much!

in my box folder it shows there are 5 files, but I only see 2 - and i know the other ones were in there a few minutes ago - they are not in the trash - is anyone else having this issue

Hi team,  I have received the following 2FA email notification, but either the multifactor or 2FA is not enabled on my box account. But this message got triggered multiple times, so I would like to understand what could be the potential root cause for me receiving this message and what action I have to perform to make sure that this message is not coming again and also make my box storage account secure  No. Date and time, IST 1 28 Sep 2026, 4:28:38 PM    

I have uninstalled Box Sync, but I am still unable to install Box Drive. When trying to install the application I get this message:  

I'd like to backup all files on Box to an external hard drive so that I have a copy of all my data when Box crashes or is inevitably hacked. Is there a way to do this? I can just select files and folders via the desktop app and copy them to the hard drive, but I'd prefer an automated process with incremental backups.

I am currently using the 14-day trial of the Business plan.I am trying to test the shared link functionality, but under the folder's "Share" settings, the only available option is "Invited people only." However, the "Content & Sharing" settings in the Enterprise settings of the Admin Console are configured to allow access for everyone.Are there restrictions on available features because I am on the "Business plan" or because it is a "trial"? 

Box team:Hello. I have been a user since the 2010's (if not even earlier), and my log in id. (and e-mail) is, and has always been the same.Starting some time in July 2026, your web site stopped sending notifications to my e-mail. Whenever I try to log in, I type in my id and password correctly, your web site accepts them, but says it needs to verify by sending me a code, but the code never arrives. I can see from my e-mail service that no message has been sent to my address.I am locked out of my account for no apparent reason; can you help?