Support Forum

Hi everyone,​I am an admin trying to add a new user to our Box account via the Admin Console, but the system prevents the invitation with the following error:​"Unable to invite user that belongs to a different company"​From what I understand, this typically happens when the user's email address is already registered under another Box instance or enterprise organization.​Could anyone clarify what the recommended process is to resolve this? Specifically:​1. Does the admin of the user's previous or existing organization need to delete or convert the account to an individual/free account first?​2. If the user only has an existing free personal account tied to that corporate domain, what steps do they need to take on their end to allow us to invite them into our enterprise account?​3. In case we need urgent collaboration while waiting for this to clear up, will inviting them directly as an external collaborator to specific folders work without triggering this block?​Any guidance or step-by-

Hey Everyone, We’re a small fiscally sponsored organization that recently migrated our google drive to Box through the advisement of our fiscal sponsor and with the support of our fiscal sponsor’s IT partner. There’s been a few issues that have since come-up post-migration: We noticed a high volume of organizational files and folders owned by former staff and/or external users with personal accounts. These files and folders did not migrate over to Box.  Organizational files that were owned by our staff members but saved in a parent folder owned by external users with personal accounts. These files did not migrate over to Box  For our organizational files that did migrate over to Box, the file format/layout changed significantly impacting staff’s ability to move efficiently. Our organizational staff’s google drive access is currently set to read-only so they don’t have access to edit their files directly, but google drive is still active and those files are available until we completely

A user on an Enterprise Plan needs to be migrated to a new Business Plan as a result of a company spin-out needing it’s own resources. What is the best way to ensure that the user retains ownership of all their files and folders, as well as retaining all sharing and permissions with external users?

Box is working for about 5 or 6 years now. About two years ago I updated to Win11 from Win10, but this has been no problem for the functionality of Box. But now, starting three days ago, I receive the error message of an unsuccessful update to the new version, when firing up my computer. I have not made any changes to the system, that I would be aware of.Even starting the freshly downloaded  msi file does not work. When I click it, only a message appears “Please wait while Windows configures Box.” But then it closes and nothing further happens.Are there already any ideas, what can be the reason? Since I’m a free account user, it seems, I’m not able to open an official ticket for the issue.Any help appreciated! Thanks!

Hi, with the new Box format, I cannot upload my files. All the files are small 2-5 MB. The upload starts but stops at a random number of uploads.The are 300 files and it usually stops in the range of 600 uploads completed. Never seen a company that does not offer help directly. Please help.  

 Does anyone get actual solutions with Box.com with this problem? DROPBOX.COM seems to be a much better platform and support.A couple weeks ago, I was accessing my box.com account with my normal login email address and normal password that I’ve used for 10 years while I was traveling in Pennsylvania. Instead of accessing the account, I got a notice of a six digit passcode number sent to my email address. I’ve been unable to access that email address for over three years. Therefore I cannot retrieve the six digit code and I’m locked out of my account. Box.com has my information but I cannot access it. I need access to my files!!!My box.com login email address is <removed personal information>. I can also provide my password to the help team. I want to open my account and then I can change my box.com account email to one that is still available to me.Box.com “help” named Manny insisted that they cannot help other than sending a new password to the account that I can’t access. That

Every time i move files between BOX folders in WIndows file explore, it crashes. It is really hindering our workflow.  My colleague and I are bothe having thsi constant issue this week.

I had college email account that i used to login to box.com. However, recently my college email got permanently deleted by the institution. How do i recover those files from that account? I cant login to box.com with account because it asks for password reset by emailing that account. And that account no longer exists because the university deleted the account

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!

Hello, I have gone to access a folder and it is completely missing. I can’t see it in the trash folder, I have searched and there is no trace of it. 

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I have verified that if a user follows a certain path to a directory they see different contents than other users.  Example: Looking for a customer folder.  Same level of access.  One person sees it, someone else does not.Happend both locally and via cloud.  Question - Is there a way to clear local cache? (If it is related)Question - Is there a true hierarchy to folder structure or can it be forced?

wie kan mijn help want mijn box vraag om een onderesteuningsaanvraag waar kan ik het vind 

what the title says...I am just trying to upgrade my personal account to allow for more storage and it says I need further verification. It says to contact drop box support, but then it only leads me to this forum rather than a real employee… 

Environment: macOS 27.0.1 (build 26A434), Apple Silicon. Box Drive 2.54.172 at first, then 2.55.132 after a clean reinstall. No proxy.Symptom: The browser login works and the redirect back to boxdrive://oauth2_redirect arrives with the matching state. Box Drive’s call to POST https://api.box.com/oauth2/token then fails with {'error': 'pkce_verification_failed'}. The app shows UNKNOWN_OAUTH_FAILURE and goes back to the login screen.How often: Every attempt (9 in total, Oct 13–19), including the first one after a fresh launch. Tried with Safari and Chrome.Already tried:Reset with Box’s own uninstall_box_drive script Fresh install of 2.55.132 from e3.boxcdn.net (signed and notarized) Allowed Box Helper in Login ItemsRequest IDs:0b6ad7cc9bc66f9fa5779d14e12af226a: 2026-10-19 12:55:54 IST, v2.55.132 1500093265dc46580cc1b816db9536c42: 2026-10-19 12:02:10 IST, v2.54.172 068b66bfe2f2365a28ee5e8f0e67bd1a1: 2026-10-13 19:09:13 IST, v2.54.172

I am attempting to upgrade my account to a business plan and am getting the following error:There was an error processing your request.Your account needs further verification, please submit a ticket at support.box.com. I am unable to find anywhere to submit a ticket.  Any advice? 

Hi, our account isn’t allowing further uploads. It’s saying our storage limit has been reached but we are on a business account and I thought storage was unlimited.

Hi, My primary email on my box account has been deleted and is inaccessible. I added another personal email to that account but in order to do so, it needs to verify with the old primary email that can no longer be opened. Can box delete the primary email for me and use the new personal email as the primary email instead?  Thanks!

I tried to follow the steps on this page (https://support.box.com/hc/en-us/articles/ [removed by moderator] -Updating-your-Credit-Card-Information) to update my credit card info but keep receiving error. Emailed billing [at] box [dot] com but no response (Case #3641826 and #3643559). The system is sending email to chase the outstanding.When i tried sign-in to create a ticket at https://support.box.com/, it always redirect me back to https://app.box.com/folder/0 .I am willing to resolve this as soon as possible but I definitely need the help from Box team.

Dear Box Support Team,Thank you for your continued support.Our staff previously contacted your support team regarding the transfer of administrator privileges. In response, we received guidance indicating the following:Due to the resignation of the current administrator, the transfer of administrator privileges requires a new ticket to be submitted directly by the person who will become the new administrator, using the email address of a managed user within the relevant Box environment.In light of this, I, Toshio Yamaguchi, the individual who will become the new administrator, am submitting this request myself via this email.An employee who previously held administrator privileges at our company has resigned, and I (Toshio Yamaguchi, email address: <removed personal information>) would like to request the transfer of administrator privileges to myself.I apologize for the inconvenience, but could you please advise on any information required to proceed with this transfer? Please n

Hello, I am trying to update my Box Drive on my PC however it asks for “Box.2.55.140.msi” which is not on my PC.  Please send the link to that file so I can uninstall and reinstall.

I have a couple pending sign request what I wanted to check today and when I navigated to that page I got a pop up which says it’s not available for me. What can be the reason and how to solve it?  

Hi would you be able to provide me Box’s latest SOC report(s)?

He presentado en varias ocasiones problemas con Box Drive y el explorador de archivos. Hay algún problema relacionado con eso o alguna solución?Principalmente ocurre, que el explorador deja de responder o se cierra al abrir varias carpetas de Box o copiar/mover documentos entre carpetas de Box.

We lost all of the files in a particular folder back in May? It has been a few months, is it too late to try and retrieve them? Thank you, D