Support Forum

I want to submit, call or chat with support. Why is it like searching for Waldo to submit a ticket? Could someone please help?

The domain of the company email address has changed. Existing Box users want to continue using their old domain account. Will adding a domain solve this problem? Also, please tell me how to add a domain.

We have a terminated user who manually shared access to files/folders. If this user were to be deleted and content transferred to another user, will those shared file/folders stay active for the other people or will they need to be granted access again?

Hi - my storage quote seems incorrect, I have deleted almost all the files in my box and yet over half of my storage is used. Can you please look into it ? Thanks

Hello, I would like to update the cell phone number associated with the 2FA on my account. Kind regards, Alison

I created an individual account as legal defense staff.  When trying to log in to get my documents, I am required to send a code which was sent to  my email address. Yet, I am never directed to a screen where I enter this code, and the code expires in ten minutes. I can request another code, but I need to know how to enter the verification code, or what I'm doing wrong that I never get a screen to enter the code.

To Whom it may concern,  I want to know if it was possible for me to create a drop-down menu in Box?  Can someone please get back to me as soon as possible with this information?  Thank you,  Antoinette Andrews  The LRW Group   

ACS USNCO Created a box for the Maryland local Section for its members to Upload files. Where is it? and where is the name? I have not been able upload files!

My folder that is named All Files has no files. But it says 「64.9 MB/10.0 GB used」. Please clear my folder.

My box account shows full even after I've deleted files and cleared out my trash, just like it is explained in this support article. https://support.box.com/hc/en-us/articles/360043695334-Storage-Usage-Or-File-Count-In-My-Account-Is-Incorrect I am currently unable to upload new files. It says to reach out to support to run a script to fix this. How do I submit a support request to fix this?  

I want to use my 10TB of Shuttle Allowance to migrate data. However, I only have 3 seats in my Box instance. Each seat is assigned a maximum of 1TB per month of data they can upload. How can I actually use my shuttle allowance to get my data into Box without running into this restriction? 

I can't drop files in Box because I don't have permission.

I try to add an email to my account and I get an error saying: "There was an error while trying to add redacted@redacted.com to your account."    

Hello, I would like to disable 2FA to gain access to my box account. I changed phone numbers and the verification codes are being sent to the old number.  Thank you!  

I have a Docx and only use word as Google messes up the section numbers and footers.  I opened in Google docs by accident. Closed and now want to access in Word, but box only offers the option to open it in Google Docs. This problem has been reported 2 years ago in the forum.  Box support said that it needed to go to Product Support.

I upgraded my account over the weekend so that files up to 2GB can be uploaded. A collaborator, designated as an editor continues to receive an error message about the file being too large to upload still, how do we fix this?

Hi, my account is mostly empty but it says my storage is full. I'd like someone to run the script please.  

Box seems to auto delete random files.  Literally in the am I come back to work and files or docs missing and I find them in the trash.

When I make edits to a document and save it, I will get an error message that says "You have insufficient permission to upload".  Immediately after, another error message follows listing the box folder name and saying that the document could not be updated.  This does not happen on every document but some.  The document will update on MY computer but when co-workers open the document in the file, they will not see the edits made.  Any thoughts?  Thank you

Box email receives all our email accounts except one email. Why it's not receiving a particular email?

After a long break, I decided once again to store some content on Box.com and and sync it with my local folder. The structure of my local Box folder is: Box - Folders  - Subfolder (Level 1) - Subfolder (Level 2) - Subfolder (Level 3) In my local folder, at the top level, there are 6 folders. Among these, 2 folders should be exact copies, just with different names. One copy of this folder appears to have synced correctly. The other copy, however, is problematic: not all subfolders at Level 1 have synced - only 58 out of 195 subfolders have synced. Worse, the subfoders that have not synced have disappeared - these folders and their data is lost. I can only congratulate myself that I have made a copy of the Level 1 folder, otherwise I would have completely lost that content! I would appreciate an answer and an explanation as soon as possible. Thank you, ML    

Hello--can you please stop my account requiring a 2FA? I have never set that up and there is some legacy problem that is not letting me log in at all. Please advise.

Hi there, I have been shared on some materials by a client. When I go to the link they shared with me, I get the following page: "Buy Box today to access your account // Your trial has ended. Extend your journey with Box today." I cannot even go to the support page to do a new post, so have had to log in with my personal account to post this! Can you help me raise a support ticket here, or tell me what I'm doing wrong?? Surely it's possible for me to access these files without paying £48??   Thanks, O

I got a new MacBook and migrated settings. The Box icon is not appearing at all (and it's not from lack of real estate--I've already tested that). I've reinstalled Drive, and that is the only time I can get the app window to appear. After signing in, the app often automatically resets. However, the reset zip file fails (as I tried that earlier). When I open Box from the applications folder, it simply opens the Box Finder window; I cannot access any settings. However, new files I uploaded via the web interface DO show up in Finder, so syncing is occurring. I've toggled the Box Finder Extension multiple times, including restarting the computer in between.