Support Forum

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?

Hi, I have a question regarding video review.A collaborator shared several videos with me for review. I am not able to download them to my computer, so I need to view them via streaming. I can access and play the videos through Box on the web browser without any issues.However, when I try to open the same videos using the Box app on my MacBook, I receive a message saying that the file cannot be opened and that I do not have permission.Is there a way to enable viewing these videos through the Box app on my MacBook?Thank you.

Hello,I recently ran into this issue:https://support.box.com/hc/en-us/community/posts/ [removed by moderator] -Python-error-and-cannot-install-box-appHowever, even after following the outlined steps, the installer still insisted that there was a newer version of Box already installed on my PC, and the Apps still listed Box 2.51.234 as an app, though I had deleted the folder.Knowing this was a registry issue, and unable to uninstall box any other way since box2.51.234.msi was nowhere to be found on my file system, I scoured Regedit for “2.51.234,” found every Box/Box/ key and subkey, and deleted them. Then I restarted my PC with no issue.I was able to launch the installer which finally started to install and prompted me for my box log. However, I ran into the this issue where Box says it has no permission to use the target folder, collects logs, and then quits.Now the installer refuses to run at all despite my best efforts.I’ve used Box for over a decade an never ran into an issue where

I have a Relay workflow that is being triggered an excessive number of times and assigning an excessive number of tasks to the same people over and over again, when the conditions for the task to be assigned are only being met once and I make sure to invalidate the conditions as part of the flow, so I can guarantee there is not a feedback loop occurring. I initially thought that the issue might be caused because I was evaluating 16 metadata values to trigger the task, so I implemented a “fix” where when the 16 metadata conditions were met, the flow would update a single metadata value. Then a separate flow would listen only for the single metadata value to trigger the task. However, this seems to have exasperated the problem exponentially, not solved it.Based on that, I would imagine that the solution needs to be cutting down on the number of metadata values being watched for in general, but I can’t let this action fire until an indeterminate number of simultaneous tasks are completed

When I tried to create a free account using my company email address, I received an error message saying "Email address is invalid" and was unable to proceed.I have confirmed that the email address is correct, and I have not already created a Box account with this email address.

I can't log in to Box Drive for desktop using Google login.After logging in, I return to the Box Drive app, but the sign-in screen remains.By the way, there is no problem with an account with a normal address and password.Is there a solution?I'm using Windows 10.Thank you in advance.