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Support Forum

Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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10000 Topics
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community-managerKnown Participant
asked in Support Forum
Mr P White

I have a new phone. How do I set up Authenticator again please.

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community-managerKnown Participant
asked in Support Forum
delete all the files in my box, clean the trash, still showing 4.6G used

here is the screenshot.

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community-managerKnown Participant
asked in Support Forum
FTP Speeds very slow

I need to upload 10-15 GBs of data and it's been running for 3 days and only done 6gb. This is very very slow.

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community-managerKnown Participant
asked in Support Forum
メール確認リンク有効期限が切れました。

メール確認リンク有効期限が切れました。表示が出ました。直ぐアクセスしたのになぜ!再送信をお願いします

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community-managerKnown Participant
asked in Support Forum
Issue with Box-WebDAM connecter

Hello Team, We are trying to send a file from BOX to Webdam with integration connector and it is not working. However, when we send the file from Webdam to Box it seems to be working fine. Please share the prerequisites to be taken before send file from BOX to Webdam. Thansk for the support

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community-managerKnown Participant
asked in Support Forum
I Cannot delete my file

When trying to delete a file on my storage by logging into BOX, an error message in a red pop-up appears saying, "An issue occurred while executing the Request Please try again." and the file cannot be deleted. Is there a solution for this issue？

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community-managerKnown Participant
asked in Support Forum
Inaccurate out of storage

My account is only half full, but I get "out of storage" message. It has been over a month, and nothing is being updated. According to the previous posts, Box Support needs to run a script to update my storage usage. Can someone please run it and fix this issue for me? Thank you.

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community-managerKnown Participant
asked in Support Forum
Box not working on Win11 Box version 2.39.174

Hello, Yesterday Box updated to 2.39.174 and then never finished or something and I was unable to access my files. I tried uninstalling it and re-installing it but did not fix the issue. I ended up using revo uninstaller and then re-installed box and it worked! but sadly again today I'm having the same issue where I can not access my files and windows tell me Box is not installed but I see it in the installed apps in settings. Please help! Thank you in advance! I have 2 other computers with the same account that are not experiencing the issue but have not updated to 2.39.174, they are on 2.38.173.

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community-managerKnown Participant
asked in Support Forum
Cancelling account- confirming for 2024

I would like to cancel this account. Please help.

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community-managerKnown Participant
asked in Support Forum
Difficult to submit a ticket

Please put the "submit a ticket" button front and center on the support page

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community-managerKnown Participant
asked in Support Forum
Email in suppression list

Hi support team Please check if my email is on suppression list. Thank you

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community-managerKnown Participant
asked in Support Forum
Cancel subscription

Accidently subscribed. Please cancel my account immediately. Tried Calling phone support - Don't cancel on phone Sent email to cancel@box.com - no responsePosting here.. Please respond as Credit card company is offering to dispute if no response from Box.

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community-managerKnown Participant
asked in Support Forum
Unable to Change Primary Email Address

I would like to change the email address of Business account's Primary Email/ Admin Contact. Could you help? Please contact <personal information redacted> thanks!

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community-managerKnown Participant
asked in Support Forum
Reaching Custom Support

Is there a way to reach Box custom support for a conversation?  Or even a chat?  

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community-managerKnown Participant
asked in Support Forum
Adding user issue

Hi,  I am having an issue adding a new user to our enterprise account. It says "Email already used in box account but not associated with an enterprise." This user deleted her account today and no longer has an account. I was on a screen share with her while she did it. Can we please get assistance?   Thank you 

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community-managerKnown Participant
asked in Support Forum
I want a refund

I didn’t authorize payment for any plan, the was connection problems, I didn’t even get an email of purchasing any product from you. Please refund my $208.8, please

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community-managerKnown Participant
asked in Support Forum
Box search

The Box search function appears to be non-functioning again. Either get "Sorry, there was an error performing the search" or "Unable to complete search, unknown error occured" or "Unable to complete, search has timed out"

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community-managerKnown Participant
asked in Support Forum
Uploading to Box

I can't upload to Box--it says I've exceeded my plan, but I just upgraded my plan so why am I not able to upload my files?

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community-managerKnown Participant
asked in Support Forum
New User not getting email verification

I have added a new user who is not getting my verification email. We have checked spam.  

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community-managerKnown Participant
asked in Support Forum
"Open with ACAD Application" option not available.

"Open with ACAD Application" option is not available, nor any other "open with" options. Only "Upload New Version" is available.

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community-managerKnown Participant
asked in Support Forum
Users unable to receive any email from Box

Hi There, We have 3 users who are unable to receive any emails from box since last week.  We have thoroughly checked on our end and made sure there is nothing blocking them from our side. The emails are not even hitting our servers. Can you please check if they are in bounced/suppression list? Please reach out to me ASAP so i can provide you the email addresses of those users.  Kindly treat this case as urgent! Thank you!

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community-managerKnown Participant
asked in Support Forum
Trouble with transfer admin

Hi. I am trying to transfer the Admin role on the account to another user but I get the message: You do not have permission to confirm this administrator transfer.You may not confirm the administrator transfer. Please log out and try again after logging in as the administrator. Please advise. Thanks.

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community-managerKnown Participant
asked in Support Forum
Insufficient permission to upload

Every time any of our team amends a document in Box recently, we get a message saying "Unable to upload changes to [    ] due to insufficient permissions. Please close the file and your changes will be saved as a copy. Move this copy to a folder that you own to upload it to Box. We are all co-owners so this makes no sense. How do we resolve this?

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community-managerKnown Participant
asked in Support Forum
Files names are changing when I drop them into Box.com

I am having the issue that when I drop or upload files into Box.com that it will change some of my files name or result in them not uploading them from all one folder that I am trying to upload. I will then have to drag each one and hope that the file name stays the same. If the file name doesn't stay the same, I have to copy and paste the name from my original file on my desktop. Why is this happening? Thank you. 

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community-managerKnown Participant
asked in Support Forum
unable to create ticket

I am an enterprise customer on a trial. I see no option to open a ticket when I click the link provided. Further, there is no option on my admin console to create at ticket. When I finally found the link on this community page, it redirected and takes me to an engine to search support articles. I have called Support who was no help, and emailed support as well- They have not created a ticket. This is a ridiculous issue. If I can't call into this company or at minimum create a ticket during my trial of enterprise software with this company while I debate spending thousands of dollars a year on their software, then this company should be totally overhauled. Their market cap will not last. 

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