Support Forum

Hello Box Community,I found several similar questions on the community, but none seemed to match our exact situation (specifically regarding the deletion and recreation of the Google account). Therefore, I am posting this new question.We are facing a login issue with a user in our organization, and we use Google Workspace.Here is the summary of the problem: A user previously logged into Box using their Google account. This original Google account was deleted. Later, a new Google account was created using the exact same email address. When the user now tries to log in to Box with this new Google account, they receive an error. The error message shown in Japanese is: 「BOXアカウント<mail address>はすでに別のGoogleアカウントに関連づけられています。<mail address>にログインして、この関連付けを解除してから続行してください。」 This translates roughly to: "The Box account <mail address> is already linked to another Google account. Log in to <mail address> and remove the association to continue." The core problem is tha

I have a PC. Box Drive was having syncing issues and downloaded every file I clicked on. I tried to uninstall but the uninstallation process stalls as “windows is preparing for installation”. How Can I repair box or uninstall and start fresh?

I have three folders that have been shared with an outside agency that show normal on my end. However the agency I have shared with says that when they open the folders they only see “no activity to show”. we have tried sharing the folder multiple times and with different people and the issue persists. I had the outside agency try to access the folders multiple times throughout the day and have not had any improvement. Can someone suggest how to fix this?

ボックスの設定変更によりエクスプローラーでデータ見れなくなったのですが、どうしたらよいでしょうか。

Hello Box Staff,We recently faced several problems to which I’ve yet not received help from Box despite multiple attempts. I want to reach Box staff to fix them.We had a security breach from Box’s connector with OpenAI. Multiple sensitive files were stolen. So far, Box support ignored the issue. One of our Box backup sync apps is showing project downloads (massive files from our projects) that we aren’t sure whether they were even downloaded using our staff’s Box sync or it was also hacked.  As a result, we cleared the 2TB limit and Box on top of it blocked key features that we need for normal business operation. Inability to reach anyone besides email support who copy-paste boilerplate responses instead of fixing the problems. Our entire IT infrastructure has so far been on Box for a decade but we can’t risk these kinds of risks, security breaches and random freezing of key features. How do I reach box phone support? We’re a business customer.

Firstly, I’m unable to have my payment details accepted, it says: There was an error processing your requestI would like to be able to upgrade my plan, but my payment isn’t being accepted. And secondly, I can’t seem to be able to raise a support ticket. All I see when navigating to support is “Box Community’ as below. But how do I raise a ticket? I would like to be able to upgrade my account urgently.Thank you

C:\Users\User\Boxにtest.txtがある場合、Boxフォルダで検索をしてtest.txtは検索されるが、C:\Users\User\Box\AAA\test.txtの場合、、Boxフォルダで検索をしてもtest.txtは検索されない 

Hi,We have lost access to our admin account to the 2FA enabled. Our backup codes no longer work. Please assist in resetting our 2FA.

How do you change the “Owner” of a folder when the owner since the owner is no longer with our company?

Hi,  I’m trying to copy or move folders via collaboration but “Escalation of privilege” error shows up.. 

Hi sent an email in October 2025 requesting for subscription cancellation and refund as money was taken  from my account that very day.The subscription has never been used , it’s not needed.I haven’t received any response in 3 weeks.can you please cancel subscription and refund my money.Thank you. 

Although my files are updated on Box-com, the files I work on on my work computer are up to date but the files listed in my explorer for Box on my home computer are not up to date. In addition refreshing the folder in question results in a message that say the folder is up to date but unfortunately they are not.

I cannot log into Anderson Business portal because the phone that had the 2FA set up on it was lost. Anderson Advisors told me to contact Box support because the portal is managed by BOX.PLEASE HELP.

I have someone who is trying to make a file available offline, it is about 25GB. He has a brand new iPad, so it isn’t a storage issue. When he attempts to make it available offline, it syncs for a very long time, then he gets an error. Is there a recommended file size to avoid this? I told him to break it down into ‘chunks’, but I’d like to know what the cut-off is before it errors out.  I made a 1.4GB folder available offline, and it synced for over 25 mins. - I stopped timing it after that, so I don’t know how long it actually took.

Hello, I have 2 hard drives on my PC. The C drive almost Full and the D drive which is empty.I want the BOX files changed location from C drive to D drive because I have not any free disk space in the C drive.Is It possible to do something like that?And if yes, how can I safely migrate my data they are almost 90GB.Thank you

An email/account for Box (not this current account) was migrated to the Google Workspace my current (this) user is a member of and is an alias to this user account.Even if I change the primary Email for this user to the old Box account, I cannot Google SSO into the account. I need Google Auth removed from the other account as I cannot access my files or the support portal using that email address.

Hi, I reached my sotrage qouta on my account, then I delete 2 folders, 100 mb each:1x thorugh box Drive on windows1x thorugh online client (box.com) My issues areThe total storage is still full (so my deletiosn had no effect) I get Upload errors due to lack of storage in my Box Drive (Windows client) Box Drive doesn’t sync the deletion of the folder through the online client I know there is a script that box operators can run to fix this issue on my account. Please run it now, thank you. Mat. 

You will receive the following message within 15 minutes of receiving the email:Please resend.This email verification link has expired.The email verification link you clicked has expired. We apologize for the inconvenience, but please contact your account administrator to resend the verification email for the account you are trying to access.

Hello - my domain and email has changed - how can I get it updated in Box?

I am trying to add a new user and keep getting error message and have not found any way around it or a support chat box or a phone number to call for help.  Get the user failed and the popup box saying “Groups and Folders selection, as well as User Settings for existing Box users, will be available after the user(s) accept their invite.” and the little yellow ! that says “Email already used in a Box account but not associated with an enterprise”    Which is exactly why I am trying to invite this user to join.  (Ps, the user I’m trying to invite is my boss so please help)

I having an issue connecting Box.V2.Exceptions.BoxAPIException: 'The API returned an error [BadRequest | .0cbc72c974e03a4b44c5383f077160b8] invalid_grant - Please check the 'sub' claim. The 'sub' specified is invalid.'

I’m on MacOS. I have a box folder with some markdown (.md) files. On both Firefox and Safari (the only two browsers I’ve tried) when I open them, the text appears in light grey over a dark grey background. It’s impossible to read, so I have to download the files and open them if I want to read them. Is that a known bug? (I’m using the light theme on my Mac, if that matters).

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I’ve run Box for several years.  Sometimes, I’m unable to open Word even though Box Tools is installed.  I’ve always figured out a way -- refresh, restart, reinstall -- but today, nothing is working -- the final choice, install again, failed..  So, I’m unable to access my Box documents.  No reason to keep my account if I can’t access my documents.  Anyone able to help? 

Trying to update a user's email address and I am getting an error message that the new email address is invalid.