Support Forum

I am trying to adjust an external user who is a Collaborator on a Folder between them and my company. When I go into their External User profile, than go into the Folder, permissions and try to change them from “Preview Uploader” to “Viewer Uploader” I am hit with the error pop up “Access level could not be changed”. The external user said they use to be able to edit or delete files if they accidentally uploaded the wrong ones to the folder, but as of the past few weeks they are no longer able to do so. Did something change with the level of permissions that are allowed for an External User? 

We have added a new user to a shared folder with Editor permissions. When looking at the list of Collaborators for the folder, we can see his email address listed with Editor permissions and verified correct spelling. He can log into Box but cannot edit or add anything to the folder. Additionally, he is not receiving any emails from Box for actions like password reset or requesting/granting access to folders. He's checked his spam folder in Outlook (nothing there), and our Box admin has verified that his email is not on the suppression list. He's tried both Outlook desktop and web apps. He's also tried different web browsers, all with no luck. Please help! 

When login the box Drive it went to keep on looping in sign in, any advice with this issue? 

I often copy MS word documents within or outside of Box, for things such as creating a new project charter for a new project. However, Box never displays the updated Header. It’s correct when the document is launched, but people always look at it first in Box’s preview and then message me saying the header is wrong (it’s not). Probably a caching issue, but I can find no way to resolve this bug in Box.

Hi,I have accidentally deleted some folders (UK-SurveillanceDueList) and files while I am moving my files from Box to OneDrive (folder name “Printed”), please help me in restoring them. Thanks in advance. Date User Name User email IP address Action Affected Affected ID Size (in KB) Parent folder Details 8/4/2026 15:29 Jacqueline Li <removed personal information> 116.12.179.146 Bin printed 3.75695E+11   /UK-SurveillanceDueList  

BOX drive is not downloading and I can only access via the web. Message pop up advised to create a support case here.

昨日、BOX環境において、有料プランにアップデータしていくと意図せず、既存のほかのユーザに、ライセンスが消費されている状況を確認いたしました。 本来は外部ユーザー（External User）として利用する想定であり、ユーザー追加の方法や設定（SCIM/SSO等）の影響により、当初の意図と異なる形で課金対象となってしまっております。 現時点で、外部ユーザを全部削除しましたが、最初予定した3ライセンスに変更していただきたいです。 つきましては、以下についてご相談させてください。・直近で追加されたライセンスに関する請求調整（減額・返金）は可能ですか・今後同様の事象を防ぐための設定に関する推奨方法がありますか お手数をおかけしますが、ご確認のほどよろしくお願いいたします。 ――――――――――会社名：株式会社アイ・ティー・ビー管理者名：王　彦良メールアドレス：<removed personal information>

先日ビジネスプランでBOXを契約したのですが、社内で既にBOXを契約していたようで重複した契約となってしまっています。私が契約したBOXを解約し、既にあるBOXの契約を使用したいのですが難しいでしょうか？併せて、ビジネスプランからビジネスプランプラスにアップグレードした際に、差額ではなく満額請求されているように感じるのですが正しいのでしょうか？

Can you configure a group in Box so that its members are co-administrators?The goal would be to make a user a member of a group as the way to make them a co-admin.

I  cannot access the box, and all co-owners have lost their access. no one can invite us to join this box. The box name is ‘0 REN-AU TB review’.  Now the box’s owner is contact helpdesk for accounts, <removed personal information>. the email is invalid. please kindly help.

We purchased two additional seats on our account.  This increased out seats from 3 to 5.    On the Accounts & Billing page, it shows 3 of 5 seats used.  This is correct.On the Users & Groups page, it shows 3 of 3 seats used.  This is incorrect.Please fix and get back to us asap as we’re trying to assign these seats but its prompting for purchasing a 6 and 7th seat rather than use the two available seats we purchased.   Please advise

Files always appear in order by Name (default).  Now, fairly recently, the default uses the file size to order the files (VERY ANNOYING).  How can I set it back to order files according to name (both the folder list and the contents nested inside of folders)?  I use a Mac, not Windows.

Can I arrange files or folders alphabetical order as default mode? I see that we need to click "NAME" to arrange files alphabetical order. I want to make it work without clicking "NAME".

最初の招待時、対象のメールアドレスが未開通の状態で招待されてしまいその後、メールアドレスが開通したので再度、コラボレーション招待を依頼しましたが、メールが届かない状態です。確認した結果「メールが抑制リストの対象になっている」の対象になっている可能性があり連絡しました。 参考にしたページでは、抑制リストは管理コンソールで確認とのことですが、管理コンソールを扱える方が誰か不明のため、そちらで、抑制リストに登録されているか確認していただけないでしょうか。（参考リンク）メール通知の問題に関するトラブルシューティング – Box Support下記の内容は問題無しですが、解消できませんでした。・迷惑メール/ジャンクメール・ファイアウォール、コンテンツフィルタ、またはメールセキュリティポリシー・入力されたメールアドレスが誤っている・メールのスキャンに関する問題

On my free account, I was unable to preview videos. I just upgraded to a Personal Pro account and it still says I am unable to preview this file type. Is it because it is an MP4? Or do I need an even higher level account?Pretty frustrating! Greg

When I am logged in as one of my users in the Admin Console, I am receiving an error message when attempting to view the comments.  I am recieving the message ‘file activity items faild to laod: Annotations’.  How can I resolve this issue? It has been occuring all week. 

specific user not receiving Box invite emails — attempted to set them up with an email alias and the alias is not receiving either. Other users in the org are able to receive invites, user does not have Box domain blocked on Outlook nor are the emails going to spam. 

I can view box notes on my computer, but on my Android phone the box.com app says p”review unavailable you need permission to view this file” when I try to open a box note. Any suggestions?

Big question: what do I have to do to get Box to work properly for the most simple of file backups?  Seriously?  After trying to drag & drop a few small files to a Box folder from Win-10 File Explorer (which covered much of the tab), and not being able to, opening up the full Box tab in Chrome showed the issue: an ad blocking the drag & drop.  BTW, no one has clue one what the ad is talking about… some weird undefined toolbox.  A toolbox?  Seriously? Click on ad’s X, and the ad disappears… then reappears… and re-reappears… and re-re-reappears… and re-re-re-reappears… yada yada déjà vu again and again.  Can’t drag & drop to simply save files.  Seriously?  Sooo, duplicated the Box tab in Chrome, clicked X on ad, and no nightmare déjà vu re-re-re-reappearing ad, so files could be saved.  Seriously?  Then, trying to post here, kept having to log into weird undefined app.  So, signed up, and then tried again.  Kept clicking on log-in, and log-in kept coming back.  Over and over,

Hi I have unsynced files on my local drive due to Box storage issue. I was informed to log out of Box to see if I can upload the files to Box.  However, after I logged out of Box, then logged back in, all my files on the unsyncedFiles folder on my local drive are gone.   Is there anyway to restore those files.  I checked the trash can, they are not there.  Thanks!

IF THE PERSON SENDING OUT THE DOCUMENT TO SIGN ACCIDENTLY ENTERS THE WRONG EMAIL FOR THE SIGNING PARTY HOW DO I FIX THE BOUNCED EMAIL ADDRESS?

HiToday my Box admin added my personal account (with company E-Mail address) to be managed with our Enterprise account.I have received the notification E-Mail, my account will be converted to managed in 14 days. Is there a way I could speed up the conversion process?Thanks

I closed Box Drive because it was causing multiple error notifications to the point my system was not usabe. It then wanted to send a log to Box which I allowed. It then told me I should create a support ticket. It took me to the general Box website, not a support specific location. Is creating a post here i this forum the same as creatig a support ticket, or do I need to do something else? The error messages are frequent, so I really do want some support on this. I have an indivicual account and no corporate support for help. Is this the best place to get it?

I am trying to configure notifications in Box Relay. Notifications are now being sent correctly. Is it possible to include variables such as file names or file URLs in the notification content?Also, is there a document listing all variables available in Box Relay?Thank you.

Hello, I’ve been a Box user since it came out and primarily use it for cloud storage. The last time I logged in (a few months ago), all my files were there and everything was working normally.Today, I was prompted to reset my password. After logging back in, I found that all of my files are missing.Could you please help me understand what might have happened and how I can recover my data?Thank you in advance for your assistance.