Support Forum

Due to a recent hacking of my Box.com account, most of my files were deleted. I need help restoring the box content back to its state on August 4th or early on August 5th please! Very Important!

changed phone number for 2FA.  please help

Good morning, over the last two weeks, I am only able to upload file sporadically. I try 3-4 times a day. I tried the items listed in trouble shoot and opened a tick with my IT, however, why is it sporadic? How can I fix this?  

Hi - I recently purchased a box subscription for my company but I believe we may already have one setup. I need help merging the two accounts.

hi there For some reason my original verification email did not work. Now I cannot login.When i try to reset password, i can do this, but when i come to login i get an error each time “invalid credentials”.I now can’t sign up with my email nor can i login, despite resetting password several times. 

Hi, I’m getting bounce backs from valid emails that I have used in Box sign previously. We did have a DNS problem earlier today, but this is resolved and emails are working fine. However, there remains this error with Box - can someone help, please?!

I need Box support help. I can no longer open my Word and Excel files from Box Drive on my computer. It’s only accessible through the browser now. 

My colllaborator’s email addresses are blocking emails from external dimains, so they cannot recieive invitation/activation notice email from box.com. Are there any methods to login their box without an invitation/activation notice email? Otherwise, can I (or Admin of my company) receive their  invitation/activation notice emails and foward them?

Hello,We’re new with Box. When we registered Box for Nonprofit, the registration page did not allow our organization’s email as it’s with country’s level domain name(e.g. @xxx.org.xx). So we have to use Gmail instead. Can you help open a support ticket so that we can request for change? Thank you so much! 

I downloaded BoxDrive, but it does not appear in Finder.The login screen opens, but when I enter my email address and log in, I am returned to the login screen.I am using a MacBook Air with the latest OS.I have tried uninstalling and reinstalling the software.I can use it in my browser.Is there a way to make it appear in Finder? BoxDriveをダウンロードしましたが、Finderに表示されません。ログイン画面が開くのですが、メールアドレスを入れてログインしても、ログイン画面に戻ってしまいます。使用PCはMacBookAirで、OSは最新です。アンインストールからの再インストールなど試しました。ブラウザでは利用できます。Finderに表示させる方法はありますか？

Email id showing in my box account is wrong as <personal information-redacted> which should be <personal information-redacted> how to correct it ?i didn’t get any response from support team for my last post its been a month.

very frustrating does not sort ascending as I set-up my structure as A,B,C and each time have to resort

Hi,My account is since 50 gb free times. I selected Personal Pro plan and after downgrade to free it is turned 10 gb. Why?

i have not been able to use box.com for over a week now - everytime i click on a folder i get “No Internet Connection”. it’s quite frustrating as I use this to store sensitive info that i thought would be secure and supposedly easy to use when i needed them - but it’s extremely frustrating when you can’t open anything at all on the box app for iphone

Just today, my office 365 on Mac updated and now has integration. When I open files from Box drive in finder, it shows others when I am editing the file, and within office it indicates when the file was last saved, etc. However, now when I click on “Save as” to save a file with a different name, it doesn’t remember what folder the file was in, and I have to navigate back to the folder. I save many versions as I edit so this is very inconvenient. If I remove Box as an online location in office, it prompts me to sign in every time I open a file on box drive. If I escape out of the login, I can edit with proper functionality but this pops up with every file. Is there a way to fix the “save as” incorrect location, or to disable any attempt at office from logging into box and giving me the integrated version? 

iPad Pro 11latest iOS- 18.6new updated version boxwhen I try to access sub-folders and files there is a “no internet connections”, but internet is ok.some sub-folders work, some don’t…..any suggestion ?

I believe my team is experiencing an account authorization problem that Box is creating. My team is using Box for several clients. Until recently, none of them have required users to use two-factor authentication (2FA). When a client invites an existing Box user to a folder that DOES require 2FA, Box enables 2FA (and requires it) without the users first establishing authentication methods. This led me to a length authorization procedure where I had to prove I was a user of Box. I feel like Box is creating this problem and may not know how it’s arising.

User reporting that they are unable to share an entire folder with a recipient when using the Box for Microsoft Outlook add-in.  Checked the machine and was also unable to select a folder to share.  User had been doing so but something changed recently.  When clicking on the folder, it drills into it and can’t be chosen to share.

Hi, I upgraded from Business Plus to Enterprise Plus four days ago, but the external user I’m trying to collaborate with is unable to upload files bigger than 10GB. To confirm, the storage of the folder has been set to unlimited and my understanding is that we should be able to do 150GB uploads. Please can you advise how to fix this. Louise

I’m an editor collaborating on a Box with a team. I recently accessed Box on my phone, and I accidentally performed an edit to a folder; however, I’m unsure what the edit/modification to the folder was. All I know is that Box acknowledges I was the last to update that folder. I don’t believe I deleted any files within the folder, as it doesn’t appear in my trash tab. The folder I’m referring to indicates that I was the last to update the folder, but when I open that folder, I don’t see the “Updated by [my name]” in the other files or subfolders integrated into the larger folder. Therefore, what other edits could I’ve made to the larger folder when I accessed Box on my phone that would register as an update to the folder?

An Email has been generated using an incorrectly spelled version of my name, to attempt to phish clients in my organization. The email has my name spelt incorrectly <removed attached image- contains personal information> 

I have a folder.I made a box relay to move files to another folder upon upload. How do I add a condition so that i only move files of a certain type (jpeg)? I can’t find any conditional logic.

We would like to deliver the data to the customer by using the BOX system. The point we would like to ask is whether it is possible to notify the customer that the data has been uploaded to the BOX when we store the data in the BOX.If so, please let us know how to handle this.Thank you in advance.

I am a Mac used, and regularly search my Box folders via the search function in the Box Drive application. I use a keyboard shortcut to summon the search bar, but this appears to have a mind of its own - it often defaults to opening in a different space from the one on which I’m working, and is not easily movable between spaces (or monitors). Any suggestions on how to default opening the search bar in the current working space or monitor would be incredibly helpful.

I was using Box sync in the past which I liked as I had control over what I kept on the computer (current working folder)  and rest (past files and folders) stayed on Box.com. The current folder was set on sync so it will always be uptodate on the cloud and on my computer.. . I have changed my computer and I was planning on using Box sync to download my current folder to the new computer using Box sync. However, now my org offers only Box drive now.. so, I installed Box drive and logged in with my org credentials so that it syncs with Box .com but rather than showing all my files in the folder structure that was in the Box.com , it is showing all possible files and folders from past and current without any structure… How do I find my current files now in thousands of entries?  That is not an efficient way of working.. I really liked Box Sync.. How do I manage this and fix this?