Support Forum

Hi!I am not normally a user of Box but I just got a job with a wedding photo and video agency ( I am a wedding photographer and videographer with my own company). They use and only use Box I guess. I AM IN A SHARED FOLDER WITH THEM. I DON’T KNOW ABOUT THEIR ACCOUNT BUT I JUST HAVE THE MOST BASIC FREE ACCOUNT. I had a 10 hour wedding with hundreds of video files. I AM ABOUT TO BE FIRED BECAUSE I HAVE TAKEN SO LONG TO UPLOAD. I HAVE TWO FILES LEFT AND THEY WILL NOT GO. IT IS NOT MY INTERNET, MY LAPTOP, MY HARD DRIVE. ALL MY FILES ARE MOV VIDEO FILES. I CANT CONVERT THEM BECAUSE THE IMAGE QUALITY AND BIT RATE WONT COMPARE AND CANT TRIM THEM. File 1 is a MOV IS ABOUT 30 MINUTES LONG 4K 60 FPS AND 43,800,350,129 bytes (43.8 GB on disk)File 2 is a MOV IS ABOUT 4 MINUTES LONG 4K 60 FPS AND 8,823,976,051 bytes (8.82 GB on disk)SUPPOSEDLY THEY HAVE ALWAYS USED BOX AND WITH EVERYONE ELSE HAS NEVER HAD ANY ISSUES LIKE THIS. YESTERDAY I LITERALLY BABYSAT THE 2 FILES WATCHING AND WAITING FROM ~9 AM

I’ve had my Box account for a while under my school account. I accepted an invite to work in a folder, but I’m running into an issue. Every time I accept the invite through my email, it brings me to the All Files tab on my Box account, but not to the folder I’ve been invited to. I can’t seem to get access to the folders I need despite having an invite. I followed instructions I’ve seen given by another user about verifying the email address associated with the Box account and my email account. There under different names, but they are the same email. It is still not letting me accept the invite that I got an email for, because it was sent to the “previous” email address. Do I still need to request that it is sent to the new one, even though my Box account literally shows the “previous” email address as a linked email address for this account?

I am experiencing a critical system issue and our business has suffered severe downtime.I was already using a PAID plan, but my account was suddenly restricted on April 6th. Now, every time I log in, I am completely blocked by the following database error and cannot access my dashboard or files at all: "An error occurred while processing your request. To change your plan, please contact [removed by moderator] "Although I received a few initial replies from support (Case #3545667), the last contact was on April 8th, and absolutely NO PROGRESS has been made since. The ticket was transferred to the "Internal Team", but it has been completely ignored.Crucially, I strongly suspect my ticket might be misclassified as "Support Subscription: Personal/Free User" in your system. I am a PAID user attempting to migrate to the Business plan (6 seats). If this misclassification is occurring, it is likely the exact reason my urgent ticket is being deprioritized.Our operations are completely paralyzed

Hi,I have two Outlook backup files that encountered errors when an attempt was made to upload them to Box. I don’t need them to go to Box and would like the error messages removed, but the only option available is to “Retry All”.

Hi all,Quick Box question. I shared a folder with an external peer. They say every time they try to upload they get:“Something went wrong with the upload. Please try again.”Folder is set to allow uploads for external collaborators and I’ve given all permissions I can.Is there any known cause/workaround for this error (e.g., filename length, size limits, external domain restrictions) that I might be missing?Thank you!

Hi there,I’m reaching out with a question on audit logs and support access.We had a file shared via an open (public) link. While I only distributed the link to a small number of people via email, I’d like to understand confirm whether there was any broader access or activity beyond the email domains I sent it to. Specifically, is there a way to retrieve an audit log that shows who accessed the file (e.g., views, downloads, IPs, timestamps) for a shared link?Separately, I’m on a Business plan which indicated access to local hours technical support (during local hours), but I haven’t been able to find a clear way to access that—either via phone, chat, or otherwise. Could you please point me to the correct channel for reaching technical support?If creating a support ticket is the right path, I’m happy to proceed that way as well.Appreciate your help.Best,Joe

I have not used my Box account for a while, but recently logged in again. It was empty.Every file, videos, audio, images, Notes, and more were not there.I got a page that said “Oops, We can’t seem to find the page you are looking for.”I was also unable to access Support or any help from that account.Please could someone tell me what has happened, where my files are  and how to get them back? 

I received a notification my box account was accessed by an IP address I am unfamiliar with across seas. Is there a way to identify what files were viewed or files that were downloaded? And is there way to send a support ticket?

My desktop (Windows 10 pro) and my laptop (Windows 11) no longer sync all files to the cloud.  I cannot get them to sync new files to the cloud.  Their directory is set to sync but they do not.

We have a team of editors who were collaborating on a Word Doc on Box. However, they logged in and found all of their edits deleted. We have been unable to recover any prior version. Please help us to recover this project of ours. Please see the attached screenshots for what we are currently seeing. Thank you very much in advance.

Hi there - I am trying to help a collaborator register for a box account. His email address has two dots in the domain name ( [removed by moderator] ) and entering this email address into the email address field on the sign up for a new account website gives an error message that reads “Email address is not valid”. Is there a way to register given this structure of his email address? thanks!

When BoxSync reaches end of life, I will have to consider whether to migrate to BoxDrive. I need to be able to search and access my entire cloud backup (currently 565 GB) from the finder (Spotlight) or with various finder tools (Alfred, FindAnyFile, or Raycast). I understand that such searching is not possible with BoxDrive. Is this true? If it is true, what are the alternative ways of performing these searches/accesses using BoxDrive? Increasingly I need to search not only by file name but by file contents (keywords), sometimes by last modified date, etc. In other words, searching and opening a file by name is not the only search type I need to perform.If this becomes impossible, I will need to find another syncing solution. Recommendations appreciated on any of the above.Latest MacOS.Tx. 

I have a file from a trusted source that is being flagged as malware. It is not malware but I cannot access it. How do I unflag a false positive?

When I log into my Box account, I get an error message saying my files are missing and all the settings options are blank. I can't edit anything or upload files; everything shows an error. I don't understand. Can you help me? Thanks!

Greetings!  I have a personal Box account under one email.  I am part of an organization that is starting to use Box.  I originally gave them my primary email address to be part of organization account.  I then realized that it wouldn’t work because it just got me into my personal account.  What this meant is that I can’t see the files that I need to work on for the organization.To try to rectify this, I gave the admin another email to use for the organization account and asked her remove the old address from the organization account.  The admin apparently went in and “changed your [my] contact to the new address.”  I am now getting emails from Box to verify that “Your [my] primary email has changed” and to “verify your [my] email address.”My issue: I want to keep these accounts separate--personal account under one email address and work account under a second email address.The problem: It seems as though the admin was able to get into my personal account and change the email address t

我遇到的另一个账户问题是：<removed personal information>我在越南出差期间注册了一个BOX账号，并将其绑定到一个身份验证器应用。该应用仅使用了3天，现已卸载。上周返回中国后，我发现登录我的BOX账号需要使用身份验证器应用发送的6位验证码进行双重验证。然而，由于身份验证器应用已被卸载，我无法输入验证码，因此现在无法登录我的账号。为此，我请求重置以下账号的双重验证：<removed personal information>

session videos w/ client

So my account was converted to an enterprise account (imagine my surprise, but I guess it was a kindness  as I am a grandfathered account from when Box first hit the internet).In any event, I am the “admin” for my own (imaginary) company. Which is nice. But I need to change my email and...I can’t. All the advice shown in support is outdated, and does not reflect the existing (as of March 2026) layout. If I go to my account setting, I am told my “admin” (who is me), has to allow it in the admin settings. When I go to admin settings, there is no setting to allow me to allow myself to change my email.Either that, or it doesn’t let me use the email I want to use (iCloud) because I have to allow myself to use the domain, but apparently that is locked behind a paid upgrade to a higher level of enterprise I am just never going to need.So basically I am stuck with a permanent email address I am not going to use. I am prevented from changing it to an email I will be using for the foreseeable fu

I have a Doc Gen template that is ignoring one instance of a template tag variable in the first page footer of the document. The same variable is properly filled in on the generated document everywhere else it is found, including the footer of additional pages. Is this a known issue? The footer affected in this way does not have a “Different First Page” option selected. It is the same footer on every page.The Doc Gen Template downloaded directly from Box is attached as Policy_BoxTemplate_v1An example of the resulting document created from the template is attached as 3000_WIP 

I had a Pro account. Since canceling it and going back down to the free version, I can no longer see the invoices/receipts for the payments I made for my subscription. Very frustrating.

My company has a very strictly controlled access policy to Box. Not all users with email addresses in our verified domains for box are allowed to use it. It is controlled by an SSO login with specific user access defined to Box. Recently, I have seen when members of our organization receive a Box Sign request from an external source these users, who should not be allowed access to our Box instance  are auto-enrolled as a managed user. This happens I assume because the domain of their email address matches the verified domain my Company uses for Box.We do not want this to occur. When it happens I must remove these users manually after I get notified of the new unauthorized addition to the managed user count.How do we stop this from happening?

Hi, Since the original administrator has resigned, we would like to change the box administrator used by our enterprise. Please contact and help us to change admin.

I tried to create a new personal account with a new email and it appears the typical “We’ve Sent You a Confirmation EmailTo login to your account you’ll need to verify your email: [removed by moderator] . The verification link will expire in 15 minutes.” But i get nothing. I've tried everything and nothing. I’m completely stuck in here and can’t understand why; please help!

A folder I moved has gone missing. I checked the Recycle Bin, but it wasn’t there. How can I recover it?

I uploaded an image file, but the preview doesn’t work and just says “box preview failed to load for this file”. is there anything I can do to troubleshoot?