Support Forum

We are seeing WOPI errors when opening Office files via Box Drive or Box for Microsoft Office (Desktop) on Windows devices.After troubleshooting, we found that:The issue occurs only when the Windows user profile folder contains Japanese characters (e.g., C:\Users\山田太郎\...).Creating a new Windows profile with English characters only makes the WOPI errors disappear completely.This makes us suspect a compatibility issue between WOPI / Box for Office (Desktop) and non‑ASCII Windows profile paths.However, we cannot realistically rename all existing user profiles in our organization.What I’d like to ask:・Is this a known limitation of Box Drive or Box for Microsoft Office (Desktop)?・Are there workarounds that don’t require creating a new Windows profile?・Has anyone found a practical fix (e.g., config changes, symbolic links, environment overrides)?・Is Box planning support for non‑ASCII Windows profile paths in WOPI?Any help or insights would be greatly appreciated. Thank you!

I’m unable to add users to my enterprise account, where they have signed up for personal accounts using their work emails. Each of these users have already canceled/deleted their existing accounts. It errors out with “email already used in a box account but not associated with an enterprise” -- I have attempted to hit “save” again after the error, per the support article, but it still errors out with “Cannot add new users. Please try again.” I do not see an option to revert to an old design either.

I've looked through forums, I am trying to add existing users to a Business Plus subscription but it will not let me. I cannot change the look either. 

Showing some folders, and all of them have a red exclamation mark?

Please provide me with the link to the older version of box desktop app that supports Mac OS 12.7 Monterey 

Hello Everyone, I’m currently testing the integration of Box with Microsoft Purview’s Information Protection and had a few questions. I read Box’s article and currently understand the following:The integration allows you to map Microsoft sensitivity labels, including encrypted sensitivity labels, to Box classification labels when files and new versions of files are uploaded or updated. Files that are uploaded or updated will be scanned for a Microsoft sensitivity label. If a Microsoft sensitivity label exists for a file, it will have a mapped Box label. If enabled, it determines if a default classification label will be applied to a new file and a new version of a file.Based on that information, could someone help me confirm and/or answer the following?The integration does not allow for classification of data at-rest when using Purview labels. Protection settings of a label configured within Purview will be converted to a Box Classification Label to match your configuration.  Auto-labe

I keep receiving this message when trying to upload a file:Something went wrong with the upload. Please try again.Help?

Hello, I need help from box support team to update primary admin for our company box account. Current primary admin has left the company and we need to reassign the role. Thank you.

I'm trying to create a Box Sign template for an image release form I use frequently. The form has several fields requiring input from the recipients, but the field don't save in my template, i.e., when I open the template in Box Sign to send it to a recipient, there are  no fields and I have to drag and drop them all over again.

I deleted a user that is no longer with us. I’d like to add their replacement but BOX is listing my Managed Users at 8 while I only have 7. My billing page says I have a seat open, but the “Users & Groups” page says I do not. Screenshots of the pages below.  Help.   

I was editing a PowerPoint file using Box Edit, and after closing it normally, the file became corrupted.The local Box Edit cache no longer contains the actual file, and I am unable to open it from the Box web interface. Version history is also not accessible.File name: 2026_AF社報告資料.pptx  Date and time edited: [today, approx. __ : __]  Folder URL: [paste the Box folder link here]Could you please check on the server side whether any previous versions or backups remain, and restore the file if possible?This appears to be a Box Edit sync/corruption issue.Only a shortcut (.lnk) file remains locally. The actual .pptx file is missing from the Box Edit folder.This is a critical business file and I urgently need to recover it.

Hi ...Working on files and all of a sudden the folder I was working in just disappeared! It's not in trash; this is several months of work!!!! Can you please help on this.

Thank you for your continued support.When attempting to open certain protected Word files stored within a box using a web browser (Chrome) and edit them in “Microsoft Word Online,”the following error occurs:“You cannot open and edit this document in your browser because one or more sections are protected.”Subsequently, I wish to delete the relevant file, but it cannot be deleted as the Recycle Bin is not displayed.I would greatly appreciate your support.

・アカウント設定→通知→受信する通知の選択　で関連するアクションにチェックを入れたが、関係者がBoXにファイルをアップロードしても自分のメールアドレスに通知連絡が届かない。何が原因か、どのようにすれば修正できるか知りたい。

Do I need to upgrade my plan as a collaborator to send unlimited e-signs or do I need to upgrade my plan? Please help. 

Hello,I cannot sign in to my box account due to my phone number is changed. I cannot get the two factor auth number. I have read the related topic:I tried to submit a ticket to our Product Support team from https://support.box.com/hc/en-us/requests, but the submit button doesn’t work.Thank you,

I'm currently unable to transfer admin responsibilities from a terminated admin to myself. We have access to the terminated employee's e-mail. when we attempt to change the admin roles, we receive a confirmation e-mail, but then get the follwing response when we click on the approve button in the confirmation e-mail: YOu do not have permission to confirm this administrator transfer, please log out and try again after logging in as the administrator,

I want to clean my box.com available space. Files was deleted but still shows 9.1GB used. Is it a bug? Guide me solution please!!!

I was attempting to carry out the following steps in order to switch the default email address to one with an alias: Link the target email address using “Link personal email” Change the primary email address to the newly added email address. Delete the email address that was originally set as the primary one. What I did: Linked the target email address using “Link personal email” → Confirmed that a verification (approval) email was sent. Before approving via the verification email, I deleted the newly added email address from the account settings screen (I mistakenly thought there was an error in the alias and intended to revert to the original state once). → Deletion completed successfully. Attempted again to link the target email address. → An error message saying “An error occurred while adding the account” is displayed, and I am unable to link the email address. How can this issue be resolved?

A user for one of our clients is being asked to type in an MFA code but they never set up MFA and their account doesn't even have the license to allow MFA.

Hola equipo de soporte de Box,Le escribo para informarle de un problema con el acceso a mi cuenta de Box.Recientemente desvinculé mi cuenta de Gmail de mi cuenta de Box. Después de hacerlo, ya no puedo acceder a mi almacenamiento de Box ni iniciar sesión en mi cuenta. Parece que mi método de inicio de sesión anterior estaba vinculado a mi cuenta de Gmail y ahora no puedo autenticarme ni recuperar el acceso.Agradecería su ayuda para restaurar el acceso a mi cuenta o asesorarme sobre los pasos necesarios para volver a vincular mi correo electrónico o actualizar mis credenciales de inicio de sesión.Por favor, hágamelo saber si necesita alguna información adicional de mi parte.<removed personal information> 

Hello,I have subscribed under free plan to check the services and features, so when clients sign the file and completed then getting an email with *An error occurred while processing the signature request. Please initiate a new signature request.*Please advise ASAP.Thank you!Shailesh Patel

Don’t see in box where I can enter my job title and company so I don’t have to enter in new each time when I sign a document in Box Sign. 

I am getting very frustrated with Wealthbox.xom and Box.com.  I completed a document migration 2 weeks ago, I have the Box.com account but my other users for Wealthbox are being forced to get a Box.xom subscription to access files that we imported.  This is my second attempt at getting an answer from support at Box.xom, which I am beginning to feel is all a scam.