Support Forum

I feel misled and falsely advertised to. "Unlimited" needs to have a more clear definition in your advertising materials. You can't claim it's unlimited when there's a 1TB per month limit.

I wasn’t able to log into the box link I was sent but the password worked on this community. Is the server just down momentarily? 

Hello,I am trying to change one of our users to a Co-Admin role in our Box Enterprise account, but the change is not being allowed. I receive the following error message: "Co-admin role must be part of a verified domain." Could you please help me to resolve this issue? I would also like to contact Box Product Support regarding this issue, but I have not been able to find a way to submit a support ticket through the Box portal. Since we have a Box Enterprise account, could you please advise how to open a support case or assist with submitting one?Thank you for your help.

I requested signatures on a document but can only see the log file with signatures in my account.  How do I retrieve the original document with completed signatures.  The help files are no help to find a solution to this.  Thanks

Boxサポートご担当者様お世話になっております。Box上にアップロードしたMOV形式の動画について、私のアカウントではプレビュー・再生ができない状況が発生しております。現在確認できている状況は以下の通りです。iPhoneで撮影したMOV形式の動画（例：IMG_8404.MOV、IMG_8036.mov）がBox上で再生できない 特定の動画だけではなく、複数のMOVファイルで同様の症状が発生 Boxアプリでは「プレビューを利用できません。ファイルの読み込み中に問題が発生しました」と表示される PC（Microsoft Edge）では動画画面が黒いままとなり、0:00から再生されない EdgeのInPrivateモードでも同様 iPhoneのBoxアプリでも再生不可 Wi-Fi、5Gのいずれでも再生不可 別フォルダにMOVファイルをアップロードしても同様に再生不可 MOVファイルを端末へダウンロードすると正常に再生できる 同じMOVファイルを他のユーザーはBox上で再生できている 私のアカウントでも、別のMP4形式の動画（例：20260805_AM_C1.MP4）はBox上で正常に再生できる iPhoneの撮影フォーマットを「高効率」から「互換性優先」に変更して新たに撮影した動画でも、同様にBox上では再生できない以上から、ファイル自体や通信環境ではなく、アカウントまたはBox上の動画プレビュー機能に関連する問題の可能性を考えております。原因および対応方法についてご確認いただけますでしょうか。必要であれば、エラー画面のスクリーンショットや対象ファイル等も共有可能です。よろしくお願いいたします。

Colleague has shared a folder with me, i have accepted but wont let me access it. Please help. 

Box will not update nor detect the new version to update on my computer, and is stuck in the legacy architecture, limiting my use of the app.I’ve tried reinstalling, repairing, login off and in, cleaned registry, nothing works. Tried on a different computer and today it ended updating, but my work PC still is stuck on legacy 2.52.315Running on Windows 11, all my other colleagues had no issue once updating to 2.53 

It seems that recipients are required to set up a Box account to access their document.  Is this correct and if so, can we override this as they should not be forced to create an account to access their documents.

We upgraded from a free account to a Business account three business days ago, but we still can't access most of our files and folders. This is disrupting our work, and it's been very difficult to reach your support team.We also need clarification on external sharing. Our clients can no longer access our shared links. Do external users need a paid seat to access shared files and folders? If so, the free account seems to provide a better sharing experience for our needs.Please provide an update on both issues as soon as possible.

I've been experiencing extremely slow download speeds since starting to use box thhis week. It can take up to an hour just to download one file. I've tried both the desktop app and browser.I'm expected to finish projects quickly and this just isn't working for me. My internet connection has good download speeds. 

When the app sends me to chrome to fill in my login data and I fill it correctly, it sends me back to the app, which reserts and goes back to the login prompt window, so i cant access the app

I am new user to Box as I am testing it out to see if it’ll be a good fit for my team. I am in the process of uploading 3 separate files (4Gb, 2Gb, and 1.5Gb) and it has been uploading for about 30 minutes now. Is this the kind of upload speed I can expect with Box? For reference, I have 5Gb down and 1Gb up.

Hi ,Ive had several invitations to access a particular folder in Box but everytime i click the link i dont have access.Invitor has rescinded and resent this several times to no avail. Thanks,Sarah

Box のサポートポリシーを確認したところ、現在は Windows Server 2022 / 2025 がサポート対象であり、Windows Server 2019 はサポート対象外であると認識しております。つきましては、以下についてご教示ください。Windows Server 2019 で Box Drive を継続利用する方法はありますでしょうか。 Box Drive 2.52.315 より前のバージョン（2.51系または2.50系など）で Windows Server 2019 に対応しているものはありますでしょうか。 旧バージョンの MSI を提供いただくことは可能でしょうか。 Windows Server 2019 における既知事象または回避策があればご教示ください。

Hello, I have used Box for several years. Unfortunately, I have run into issues this past week which is making it hard to work on Box Drive. Today, I got the following message: Your logs have been sent successfully.If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue. I have uninstalled Box Drive and kindly ask for your help. I need to have it installed properly and have it up and running. 

I used a Box account as an 'external' account. Previously, this account was linked to OKUTA, but I accidentally deleted the account from the OKUTA app.Consequently, I am now unable to receive authentication notifications on the app when attempting to log in.

hi my accout number 3213184925 i can't upgrade. also my hole deta was gone. how can we fix this?

I don’t like the new linear view on the collections page.  Please bring it back!  I need to see them all at once.  

Hello,I'd like to report an issue with folder collaborator permissions and get some guidance.Issue 1: Duplicate collaborator entries for the same userOn one of our folders, the same user (same email address) appeared twice in the Collaborators list simultaneously — once as Owner and once as Co-owner. This should not normally be possible, since each user should only have a single permission level per folder. Could you help us understand how this duplicate state occurred, and whether it indicates an underlying account or sync issue?Issue 2: Access completely lost instead of downgraded to Editor after ownership transferAccording to Box's own documentation, when a folder owner transfers ownership to another collaborator, the previous owner should automatically be downgraded to Editor, not lose access entirely.However, in our case, after changing the owner to another collaborator, the previous owner (the same user with the duplicate Owner/Co-owner entries described above) was completely rem

I’ve previously had access to a shared folder. The owner of the folder has told me that Box access drops after a certain amount of time has passed. The owner has regranted me access but when I log in the account is empty. A colleague has said that permission is ‘pending’. The owner has tried to revoke my access and grant it again, but it’s still empty.  Can someone please help? Thanks, Henrik

Hi there, I keep getting a random vague error message saying that Box is experiencing issues and then requests I send logs.  When I attempt to do that, it prompts me to create a ticket.  I follow the steps and there are no specific instructions on how to contact support nor create a ticket. I have tried to reset and reinstall box, but the issue keeps happening.  I cannot work off the online version as I have a high quality of files to move and edit  I really need this resolved immediately.  It’s been three - four days of this and I’m beyond frustrated as it is prolonging my ability to work.

“The file or folder has deleted or can’t be used.” error message comes out even the file has been shared recently.

Hi, I was recently added as an admin of my company, and all files then transferred to my box. Some files are disappearing in the folder for one. Two, I am now a co owner of everything but I am not able to do any sorting of the files, as it comes up with this message: You cannot move this folder because either this folder or the destination folder is locked by another operation. Is anyone able to help? Thank you!

Hi Team. one of my colleagues has some problem with IBM Box access. She received an invitation email but cannot access with her ID: <removed personal information> Are you able to check her account ? or optional send her a second invitation on this email adress ? She also tried to select “forgot password” option, but she never received an email that her PW was set back. 

My account shows "account storage limit reached." I deleted many items and emptied the trash, but my storage hasn't changed.