Support Forum

We are trying to upgrade our plan and there is a payment error, it asks to verify all fields again or contact support. We tried multiple cards and the same error occurs. Please advise on how we may proceed.

I had box downloaded on a computer that was given to an employee. That employee has left the company so I changed the password so the files could not be accessed. Because it was downloaded, these files are still accessible. What can I do to make sure they aren’t available on devices it has been downloaded on?

Hello Box Support Team,I accidentally deleted a file from my personal Box account, and it contained important collaborations.Could you please help me recover the file (including the collaboration settings) if it’s still possible? File name: [Ada’a 2025]Date of deletion: [30-10-2025]Email associated with the account: [ [removed by moderator] ]

I have a small Personal Free account for records storage for a group that I belong to. I need to transfer ownership to another person to maintain the file history of this organization after I fully retire and have someone else take over from me. I currently access the files through my personal email and password for posting the files to storage and share all the files for our group to access by listing the share code for them on our website. It is an online history for this small organization and keeps the paperwork requirements to a minimum.

Hi,Files in my Windows Explorer appear as not synchronized (have no blue check mark), but they appear in my box.com account. Since I mostly work with windows explorer it is confusing. Can you help? BR Olof

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? 

Hello,It has been a few years since Windows 11 is widely used, but since at least 3 years that I am using box.com for work on my Windows 11 laptop, every time I need to do anything box related with file that I have on box, via Windows File explorer and Box.com integration, I always need to right click a file once to see normal (modern? I guess) context menu of a file, and then click “Show more options” to see “old skool” context menu, and Box.com shortcuts are only available there. I’ve experienced many apps that embraced the change, and made their app’s shortcuts also available in the “modern” context menu of a file in Windows Explorer (take NanaZip for example). But Box.com didn’t. Box.com shortucts remain available only from old style context menu, which requires an extra step from a user to get access to them. It bothers me. How can I make a feautre request? If anyone experiences the same issue, please drop a note, maybe Box.com would hear us and finally add this. Thank you for

Some, not all, PDF files I've loaded onto Box are not previewing when select a hyperlink to the PDF I created on a (WIX) website. The issue only occurs on my mobile phone. The issue occurs on all browsers I have tested (Safari, Chrome, and DuckDuckGo). I DO NOT experience this issue when using my PC/Browsers.  When it occurs on my mobile device, the screen states, "preview not available" and offers the download button (see image).  Other PDF links work just fine from my mobile device.  Why is this happening?  

Hello, Box tells me that I don't have enough storage - I do.  Other articles suggest that you can only fix this through box.  But, I can't seem to actually get to a place to submit request.  How do I get help?   Thanks so much,   Jill

Hi, Is there a default link expiration? I shared some links and I want to make sure that they are NOT expired. I shared them in the past through another platform and for some reasons the links were expired, and I don't want it to happen again.   Thanks.

Hello. I am not receiveing email notifications of uploaded by file request form. Email notification of another action is sent. Only file request form. Best Regards 

Hello we are getting an "office online failed to load" every time we try to open any of our word documents Please advise! 

Hello, I’m using the cloudsync by synology for mirroring files. On 29/11/2023, I have noticed that one or two out of ten files are synced after 4 hours since the files was uploaded to the Box(Others was synced immediately).That problem persists for half a day. After some investigation, I have got to know that cloudsync uses the box event api and the event was delayed.I got the event data below by calling the api using curl command.The event data shows that recorded_at is about 4 hours later than created_at.   { "type": "event", "event_id": "6a6e8892b56aa016e60dac75973e3c16ac06148f", "created_at": "2023-11-29T23:42:29-08:00", "recorded_at": "2023-11-30T03:43:23-08:00", "event_type": "ITEM_UPLOAD", "session_id": "v5wegwhkd6bo63sk", ... Now, I have the following questions below. How often does similar event delay occurs? How long is max expected event delay?   Regards,

I purchase 3 box seats for my team. I do not use box, but my account counts towards the 3 seats. How can i release my seat for my team and stay under the free user? 

Hi, My Box is full even though i deleted and emptied trash. Can you help to fix this issue?

以下のURLを参考に1つのPCへ複数のBoxユーザーがリモートアクセス するため全ユーザー共通のフォルダを作成しました。 https://support.box.com/hc/ja/articles/360043697454-Box-Driveフォルダのデフォルトの場所の設定 レジストリ編集ツールを使用して、HKEY_LOCAL_MACHINE\SOFTWARE\Box\Boxの下にCustomBoxLocationという新しい文字列値 (REG_SZ) を作成します。 CustomBoxLocationの値を、手順1で作成したフォルダのパスに設定します。 たとえば、C:\Cloudの下にBox Driveフォルダを表示する場合は、次のように設定します。 名前 型 値 CustomBoxLocation (REG_SZ) C:\Cloud ＊共通のフォルダは上記のC:\Cloud   しかし、ユーザーによっては上記設定が反映されない現象が発生しています。   うまくいくAというユーザーは BoxDriveからログインした際にCloudフォルダ配下にBox上のファイルが同期されますが 他のユーザーがBoxDriveへログインした際には 個人のユーザーディレクトリ配下にBoxのファイルが同期されてしまいます。 （つまりURL記載の→C:\Users\GWashington\Box (Windows)   すべてのユーザーがログインした際にC:\Cloudへ同期されるにはどうすればよいでしょうか？

Hi,   When admin assign a coadmin, he can choose to give permissions such as manage users, manage groups, view user's content, edit user's account, log in to users' accounts, view settings for your company, edit settings for your company, run new reports and access existing reports (there are checkbox for every permission, admin can select)  I find we have API to create user as coadmin, but do we have API to assign these different permissions??   The strange part is, I use update user API like this to make an existing user as a coadmincurl https://api.box.com/2.0/users/USER_ID \ -H "Authorization: Bearer ACCESS_TOKEN" \ -d '{"role": "coadmin"}' \ -X PUTIt works, I can see from the Admin console, it became coadmin. but none of the checkbox is selected.When I call get current user API, "role" doesn't even exist. If I call create user API to create a new user, and set is as coadmin, like thiscurl https://api.box.com/2.0/users \ -H "Authorization: Bearer ACCESS_TOKEN" \ -d '{"login": "***e

My box account is showing 925.2 MB of 10GB usage and will not let me upload files stating I have no space. 

I hope this is the right place to post this…I’m trying to change the primary address on an existing account but think I requested verification before the new email was properly set up on Microsoft with result that mail couldn’t be delivered. I’ve been able to set up an alternative address with no problem which bears this out.I followed instructions to remove the address from the Suppression List, but when I do a search the new address isn’t appearing there, so I don’t really know where to go.Can you help at all? Do you need further details about the new address etc.? Many thanks, Nick

I am not able to install the box drive on my laptop. When  i run the same, it does not open anything. Any help will be really appreciated. Thanks in advance.

Hello,I am creating a file picker app, in my app, I direct user to oauth2 authorize page to grant access to my app.After user click "Grant access to Box", I got error "invalid client" and error detail is "scope=root_readwrite folder_id= response_type=code redirect_uri=http://localhost:8080/picker/tokenavhV state= client_id=mmrq5jfqqon8s69by9vt4twmxejprp76 "I can't identify the problem by error details, anyone would give a hint?one more thing is, I tried to skip box login before grant access by posting login/password as form data to /api/oauth2/authorize. maybe it's relevent. Thanks in advance. 

Is there a programmatic way to tell Box to run an "exact match" search and not the fuzzy kind it seems to do instead?  I'm having to add an extra check in my code to basically filter out the non-matches from the Box search results. Python and/or Node.js SDKs, if that matters.

This started the same time as the big UI update this week.  Both the Box Embed widget and the widget in the Salesforce integration require this security check every time the page is reloaded.  It used to only happen once in a while when you first logged in.  I have "seamless login" checked in the settings, nothing changed there.  This happens with both Okta SSO and username/password accounts. https://docs.box.com/docs/box-embedhttps://appexchange.salesforce.com/listingDetail?listingId=a0N30000001qNeKEAU

how to check if the user entered correct client id and secret key for box app using box api

The status of my Web App Integrations is currently set to 'Development', which says it is visible only by the developers.  I added additional collaborated developers in the "General->Collaborators" section of the application, but I am the only one who can see the context menu option for the Web App. How do I allow other developers to see the Web App context menu?