Support Forum

Hello! I need to add a user to my account but am getting the error associated with adding a user who has an existing account. Can you please help? Thanks!

Hi, I have a Gmail account that I can use to access box.com without any problems. The issue is that when it asks me to log in with the app, it redirects me to the browser to log in, and when I log in, the app asks me to repeat the same step in a loop and nothing else happens.

I am getting a message that I cannot connect to Box Drive, how do I resolve this? I have reinstalled the software, but it is not resolved.

This seems to be a Tahoe-only issue and am hoping it’s a bug. Usually, i am able to move one folder (not downloaded, “Available online only”) from one place on box drive to another and it happens almost immediately. The contents remain available online only. On the computer that has Tahoe, if i initiate a move of a “Available online Only” folder to another “Available online only” Folder, it first downloads all the contents of that folder first, before moving. This is really detrimental to my workflow. Is anyone else running into this?

I use box on two different computers. Laptop and Desktop. The total size of the Box Sync folder is too big for either SSD. But I don’t need to sync all files to both computers. How can I choose to sync one folder on one computer but not the other? Example:/Box sync/Laptop_only//Box sync/Desktop_and_laptop//Box sync/Desktop_only/

Hi there, I have used my company email to sign up for a private (free) box.com account. Until recently my company is assigning each staff with their own Box.com business account and apparently I got orphaned out because the email I have used has already been used for the free account.Appreciate if you can help to advise what I can do next in order to “merge” my account with the company Box.com credentials? (They are using SSO)Thanks. ​​​​

I have click on chat feature and nothing is happening.

hello I have a free box account and it is free and I have 20 gb free but always shows me full 16 gb full and I have no data on the box what can be, please help me, thank you

Hi Guys,My entire team is having problems with uploading files to the drive as it is saying account storage is full. However I have upgraded my plan to the unlimited storage. For context, I am the admin and owner of all files and I have several external users who collaborate in the drive and the external users are trying to upload files but its giving the error that the account storage is full. Can someone help me on how to resolve this issue?

I see that there is an official Box SFTP Server showing in the integrations under the admin console now.Has anyone been able to make this work? I have it set as “Available for all users” but when I go to my user account to install the integration, it is not showing in the list of available items.When I attempt to connect to the Box sftp service at sftp.services.box.com using Filezilla SFTP client, I get a successful connection/key exchange, but my user account (either user or admin) will not authenticate.I have confirmed the passwords on the accounts I am using. We use SSO for web UI access, but I have the passwords set for application access such as this.This link shows the introduction of the integration, although it still says “Coming soon” as a banner on this page:Introducing Box SFTP – Box SupportSo maybe it is just not fully released yet?Any information is very appreciated.John Walker

I am using a free account of Box, which provides me with 10 GB of storage. My account settings show that I have used 1.8 MB of that storage. However, when I try to add a file I get the error in the below screenshot. You can see in bottom right of the background that the file failed to upload because “Account storage limit reached”. How can I solve this issue? It’s severely interfering with a project I’m working on. 

I used files from my Box sync folder on two of my Macs today without any issue. I just opened the main sync folder on my MacBook and 99% of the files are gone. No, they have no been deleted. No, they are not in my trash can. All of the files are still online in the Box website folders, so at least I have not lost everything. BUT, I need the files on my computers as there are plenty of times I do not have wifi access. What has happened, and what do I need to do to get all of the files back on my Macs?

Bonjour,Je m’occupe de l’IT dans mon entreprise et un de mes collaborateur a un soucis avec ses 2 comptes BOX.Quel est la démarche pour demander la réactivation?Merci

We are receiving an error when trying to sign in as a Box user from the Box Salesforce app. We’ve tried logging in as admin and non-admin Box users yet the issue persists and I’ve included the screenshot below. Has anyone resolved this before?   

I don’t see the  file request button on my Box Enterprise version as I did in my trial Business license. I recently upgraded to the Enterprise version. What am I missing? All the settings are there.

File will not open on the desk top, other users have the ability to access the same file. Image of error attached. 

Receiving message “You cannot move this folder because either this folder or the destination folder is locked by another operation.” We have had this Box account for many years and have never received this message when moving folders - until a few days ago. I cannot copy the folder either - Similiar message received. There is no visible lock on either the source or destination folders.We see online: “To fix it, wait for the operation to finish, close all related Box applications and processes” We’ve followed those steps to no avail.We have plenty of space/GB available.I see that this message from November 10th: “Critical Issues with Multiple Box Services...Impacting Box Web Application and Public APIs.” This is aroudn the same time we started experiencing this problem. Could this be related to our issue?Further, we see no way to submit a Trouble Ticket on Box site!Please advise.

Hello, I was wondering if I am able to reactivate my school email BOX account after deactivating it a few weeks ago. When I try putting in my email after clicking the reactivation link, it says there's an error and I get this message: “There was an error processing your request. The account associated with this email is not eligible for online reactivation. Please contact our Billing Support team at 1-877-729-4269 or billing@box.com.”  I appreciate any help in reactivating the account as I must use it for my school coursework. Thank you kindly. Warm regards,Adam Zilberman

Hello, some of my files no longer appear on the box. What should I do? I should point out that they are not in the recycle bin.

My Box account is currently defaulting to a "Oldest to Newest" sort order. Whenever I open a folder, I need to click on the date column to re-sort it to my preferred order (newest first). However, this preference is not being saved. Once I navigate out of the folder and back in, it resets to the old default. Based on Box's official documentation, the last used sort order should be remembered and applied subsequently, but this feature does not seem to be functioning for me.

Where can I submit a help ticket. I have spent the past hour on this awful website trying to find a way to submit a help ticket....

since its a hellscape FPS venture to try and get DIRECTLY to actual support humans to give a short quick answer, I have to come to the community… I log into my account via a fairly new M3 chip macintosh and newest Firefox browser.Sadly am not using VPN on it yet.Doesnt matter, I can browse my own Box files.I finally find the one I want and click download, but get sent into an endless mind burning loop of Username, password, Username, password, Username, password, Username, password, and so on. I never restricted myself from downloading my own files.Something changed NOT ON MY END since the last time I logged in, that Box didnt send an auto Ai Generated email warning me to take care of as they changed something/anything. Has anyone else managed to get around the stupid endless looping of re-logging in just to download a file you already found after already logging in?

I have logged in and my home page (which listed all my files and folders) does not display them now. 

We want change the admin old man to new man. Admin that BOX roll  has already retired.Ald man adress is dead. Therefore, we cannot see the message from the BOX system.We tried to change it from "Roles and Access Privileges", but couldn't for the above reason.We need system help. I send e-mail to BOX Sport team, but the answer “we only offer technical support to customers on one of our paid plans.”What should I do? 

There are several apps in our Box environment that I need to have deleted. I have them disable but our information security team wants them deleted. How do I go about getting them removed ASAP?