Support Forum

Hello, we receive this error when adding a user:"Email already used in a Box account but not associated with an enterprise."Per a previous post, we can hit "Save" and proceed. However, when I select "Save" I then receive the error "Cannot add new users. Please try again."

  This has been happening for days now. Still no help from box.  So no accèss to any files since the March 1 st update I believe. Is anyone else having the same issue ?  is anyone trying to rectify this issue ?   

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Has it been any updates about this? I have found a 4-year old post. It would be really useful to be able to organise the folders that are shared with me, in my computer. Everybody works differently and I believe it would be very useful to have the power to rearrange locally the folders used for collaborative work. Thank you. Beatriz Jimenez

I am in a situation where we have an existing Box tenant set up and working just fine with Entra SSO.  We now have a second box tenant and need to support SSO to this one as well.   I could only find another person asking the same question with no response visible, just a referral to a private conversation SSO for Multiple Box Instances – Box Support Is this possible?  How can I set it up?

Hello, I'd really like to be able to remove the Box icon from my menubar on Macbook. It is very annoying that some files which are impossible to upload (for instance because they are from shared repositories, or part of hidden files) keep making a pop-up. It's hindering my work, I find it poor UX design and blatantly annoying that Box takes this space without me being able to change it to my preferences. A default setting is okay, but at least let us users adjust if we want Box to let us know of these issues in a different way. Wes

Hi team, We are getting below security policy issue while hitting Create API request for Sign Request entity. Below is the create request body {     "signers": [         {             "role": "signer",             "email": "appflowpersistent@gmail.com"         }     ],     "source_files": [         {             "type": "file",             "id": "17841********"         }     ],     "parent_folder": {         "type": "folder",         "id": "20525*******"     } }   Could you please let us know what can be the issue? Please let us know if any more information is needed.   Thanks

I’m unable to view shared folders on box app and stream the videos uploaded there. Pls help. My IOS is updated to the current 18.3 version. FYI thanks in advance

Hi Box Team, We are interested in evaluating Box Shield for our organization and would like to understand the pricing details. Currently, we are looking for information on: Trial Availability – Would it be possible to get a 3-month trial to evaluate Box Shield?Pricing – What would be the cost after the trial period?Features – Could you share details on the key features included in Box Shield at our pricing tier?

I cannot see any of my data in any folder. The folder names are still there but there is nothing in any of them.

Hello！my name is Kawakubo！ I want to disable 2-step verification I don't know the backup code I don't have an authenticator app I don't have a phone number I'm so confused. Login:<personal information-redacted>  

I have so many folders shared with me that have synched up to my Box Drive.  These folders aren't core folders for my team, so I'd like it if they only showed up on the web version and not my Box Drive.  When I go to the file on Box.com it doesn't show that it's synched to my desktop, so I can't UNsync it.  Is there another way?

Hi, I'm using Box drive for doing backups of my data folder and I'm wondering how frequent the synchronization is done. I mean, if I create a file in my computer, is it going to be automatically updated in my Box drive? I tried but didn't see the file, but maybe it's a problem of not waiting enough. Thank you,

Hi team, We are getting security policy issue while hitting Create API request for Sign Request entity. Please have a look on below screenshot. Below is the Create Request body {     "signers": [         {             "role": "signer",             "email": "appflowpersistent@gmail.com"         }     ],     "source_files": [         {             "type": "file",             "id": "17841********"         }     ],     "parent_folder": {         "type": "folder",         "id": "20525*******"     } }   Could you please let us know what can be the issue here? Please let us know if you need any other details.   Thanks

Someone shared a folder with me, which I was previously able to access, but I logged out of Box and when I logged back in, Box said it couldn't find the files. I had the collaborator resend the invite and the same thing happened. I even made a new Box account with my email alias and it still happened. How can I access the folder that has been shared with me?

We are testing working with offline files using the Box IOS app. When opening a file and attempting to add markup, comments, annotations, etc., whenever we try to save the file we get the message "something went wrong". The only option is to discard the changes. The logged-in account had owner permissions on the file - when online the same comments or annotations are saved without issue. Can anyone help with this?

Hello, we are trying to log in to account <personal information-redacted> and we get this error HTTP ERROR 500, no matter what we do we get this error.see attached screenshot

When I run a user report, one of the options is "logins" but it's not clear what is counted. For instance, is this only logins where credentials are manually entered each time, so that the Windows app would almost never count?

I'm trying to add a user to a shared folder through our corporate account, but I continue to receive an error "cannot invite a deactivated user." This is an external person I'm trying to add, and I successfully added 10 people from their company. They are not required to have a Box subscription...please help.

Default setting, I removed all check marks on items I've joined.  In the sub-folder, I set up override default setting and clicked Upload and Adds a comment. While I receive notification for upload, I did not receive any emails when somebody put a comment in a file within the sub-folder. Please urgently advise.    1. If this is a recurring glitch/ error, please advise.  2. Otherwise, would you please reset notification setup in default? I have other 10+ users that are experiencing the same error and need to be fixed as soon as possible. 

We are currently testing SSO login to Box using SAML integration with our company's IdP product. We have obtained a trial license for the Business plan (valid until 3/14). In the Admin Console → Enterprise Settings → Custom Setup tab, we attempted to set a custom subdomain name but found no field to input the subdomain. Is it not possible to set up a custom subdomain with the Business plan? If an upgrade is necessary to enable this feature, which plan should we switch to? Additionally, if we upgrade, will the trial's free period (until 3/14) remain unchanged?

Dear [Company Name] Support Team, I hope this message finds you well. I recently subscribed to your service by mistake and would like to request the cancellation of my subscription and a refund. Account Information: Name: 眞榮田圭　KEI　MAEDA Email:  <personal information-redacted> Subscription Date: 28/02/2025 Box Accout Number: B01736015 I realized that I unintentionally signed up for a paid plan and have not used the service. Therefore, I kindly request the cancellation of my subscription and a full refund. Please let me know if there are any forms or additional information I need to provide to process this request. I appreciate your assistance and look forward to your response. Best regards,眞榮田圭　 <personal information-redacted>

Needing support to contact me regarding updating the admin individual and email. We are needing to change access to box.com and files. Please assist.

Yesterday I upgraded to Business Starter but it immediately says all seats are taken even though it's just me. I'm also unable to access the site to open a ticket. Emailing support@box.com says that I have to subscribe if I want to contact support. ?

How do we raise issues? There's no button or information send support ticket?