Support Forum

The down arrow in boxnotes does not work.The up arrow works and the scroll bar works, but not the down arrow. I am running fully updated Chrome on fully updated Windows 11 on a Dell Latutude 7450Processor        Intel(R) Core(TM) Ultra 7 165U (2.10 GHz)Installed RAM 16.0 GB (15.1 GB usable)System type   64-bit operating system, x64-based processorEdition    Windows 11 ProVersion    25H2Installed on    ‎12/‎9/‎2024OS build    26200.7705Experience    Windows Feature Experience Pack 1000.26100.291.0   

Where can I submit a help ticket. I have spent the past hour on this awful website trying to find a way to submit a help ticket....

I would like to speak to a support rep via phone to talk through a couple issues we have been having but I cannot find anywhere on the site to contact a live support rep

Hello. Notifications will not be sent to my email address. Has it been added to the suppression list?Please remove it from the suppression list.

I am looking to migrate our data from original setup (open folders, everyone owns their root), to closed, where a service account owns all data. We have about 7-8 root level folders that are considered the company folders that I need to transfer from accountA to accountB. I have access to both accounts, and I have already made accountB (the service account) the primary org admin.My understanding is that transferring folder ownership (rather than moving content) is the best way to do this as it leaves intact collaboration settings, shared links, and date metadata. However, some of these 7-8 folders have 3M+ files beneath them. I am concerned that a top-level ownership transfer would trigger unforeseen backened issues or box drive metadata syncs that would kill end users’ machines. I am wondering what the best path would be for this. Should I do the ownership gradually in smaller sub-sub-sub-folders to accountB?

My box folder on my computer doe snot show the date to sort by date, it does sync with Box and shows the date on box. Reinstalled software on my laptop by issues still there, it downloads all files from chromo automatically.  Any suggestions, is us useless since I can not sort by date. 

我的 Box 账户的身份验证器应用被意外删除了，而且我没有任何恢复代码。因此，我无法完成双重验证，也无法登录。请问您能否通过管理控制台重置我的 Box 帐户的双因素身份验证 (2FA)？

以下の２点について、同様の事象が発生した方はいますか。また、その時の解決方法について、教えて頂けますでしょうか。・boxdriveでフォルダの日付が将来になっている。・ブラウザでは表示されているが、boxdriveで表示されないフォルダやファイルがある。

Hi I run a small company and just signed up our team for Box after migrating from another cloud storage provider. I’m the admin on our account, and I added my team members, but everyone can only see a blank box drive instead of all of our firm wide data.  How do I add my users to the actual cloud storage structure? 

Having to companies, I have signed 2 different accounts with box. How can I merge the access to my 2 accounts? Thanks for your help

I get the “Email already used in a Box david account but not associated with an enterprise” error when trying to add users. HELP!

Box Driveにて、意図しない大量のファイル削除が発生しました。 調査の結果、ルートフォルダ直下のフォルダ群が削除されていることを確認しています。ルートフォルダ自体も削除が試行されていましたが、Box Driveのlogを確認すると、エラーとなっていました。ルートフォルダは削除できない設定になっているためかと思います。同様の事象が、異なるユーザーおよびPC環境で計2回発生しております。いずれもBox Drive上での操作に起因するものです。 本件について、原因や類似の事例など、何か情報をお持ちでしたらご教示いただけますでしょうか。 Subject: Unintended mass deletion of files on Box DriveAn issue has occurred where a large number of files were unintentionally deleted via Box Drive.Our investigation confirmed that folders located directly under the root folder were deleted. According to the Box Drive logs, an attempt was made to delete the root folder itself, but it resulted in an error. We assume this is because the root folder is configured to be non-deletable.This issue has occurred twice so far, involving different users and different PC environments. In both cases, the logs indicate the deletions originated from Box Drive.If you have any information regarding the cause of this issue or any similar reported cases, could you please share them with

I recently required MFA for all collaborators upon sign in, but it appears that they are still allowed to disable MFA from within their account's settings. How can I disable their ability to remove MFA? It should be required for all external collaborators.

Hi Box Community,I’ve created a folder that I intend to use as a template. This template folder contains a predefined structure of subfolders, with specific permissions assigned to different users at various levels.My goal is that when this template folder is copied or duplicated, the entire folder structure and the associated user permissions are carried over exactly as defined in the original template.Currently, when I copy the folder, the structure is duplicated, but the permissions do not carry over. I have also tried automating this process using Box Relay, but I haven’t been able to preserve the permissions that way either.Does anyone know: Is there a way to duplicate a folder in Box while keeping all existing permissions intact? Is this possible using native Box functionality, Box Relay, or only via the API? Are there recommended best practices for managing folder templates with predefined permissions? Thanks in advance for your help.Best regards,Mich

Su cuenta necesita verificación adicional. Envíe una incidencia a support.box.com.?

I am unable to upload data, even though it was working fine until two days ago.Other users can still upload using the same login ID and password, so the issue seems specific to my environment.I have already tried clearing the browser cache and cookies, but the problem persists. 

Can someone help requiring a Tax Residency Certificate for Box UK Limited (United Kingdom) for the purpose of applying the Double Taxation Treaty under Modelo 21-RFI (Portugal).Please provide the certificate for fiscal year [2026], in English, confirming tax residency in the United Kingdom.

Hello, I am really in urgent need of support here. I am trying to work with clients and my team but I can’t add my colleagues to the team as they have previously held accounts. I tried the work around, but no success.Please help, I really need some customer service. 

Hello.<personal information removed> Notifications will not be sent to this email address.Has it been added to the suppression list?Please remove it from the suppression list.

Hi, I want to change the Box folder location under Windows 10 to drive D:I found this help page:Configuring the Default Box Drive Folder Location – Box SupportTried all the steps several times, but the Box Drive application will always put the location at C:\Username\BoxHas anyone successfully changed the folder location?

boxの導入にあたり、クラウドに実際の業務を想定して大容量のデータを保存し、数週の試験運用を行いたい。試験運用期間が終了し、一旦有料プランでなくなった際、クラウドに保存していたデータが無料プランの容量である5GBを大きく超えていた場合にそれらのデータはどうなるか。また検討の結果、導入を決め再度有料プランに登録した場合に先の保存していたデータは復活（編集できるようになるか）するか。 

Hi! How can I pay a new license with credit card? I can see the invoice, and my credit card info its on the page, but I don´t know how to make the payment. Thanks:)

I log into Box with a Google account. The app redirects me to the site, where I log in, but when redirected back to the Box app I am asked to log in.I’ve been working through the suggestions in other threads about this topic and not having success.I’ve cleared the appdata local Box drive folder.  I’ve attempted to set a password in my profile page but get an error. I use the password reset form and that appears to work but then when I visit the profile page I still do not have a password set. 

Recently, when I go to my BOX files in Practice Panther, it requires me to drag the security cloud EVERY SINGLE TIME I go to a new matter. Why is this happening? I just upgraded to Enterprise to see if that fixed anything but still happening. Very time consuming and annoying, why did this change? I used to be able to see my BOX folders in Practice Panther

Hello Box Support,since the latest Box Drive update (2.2.2026), multiple users in our company are experiencing the following issue:Issue description:When working with .xls / .xlsx files stored in Box Drive (desktop application) and opening them in Microsoft Excel (desktop), the file is re-saved and its “Modified” timestamp updated, even if: no changes are made to the file, the file is only opened and closed. This behavior did not occur previously.Questions: Is this a known issue or regression in the current Box Drive version? Is this related to metadata handling or file locking behavior between Box Drive and Microsoft Excel? Are there any workarounds or configuration options to prevent re-saving files when no content changes occur? Is there a planned fix, or is a rollback to a previous Box Drive version recommended? Thank you for your assistance.Best regards,Ondřej Papoušek