Support Forum

Hello,   I need help upgrading my storage plan, but it says my account needs verified and that I need to open a ticket, yet I cannot even find where to do that on the support website, please help!   Thanks, Brittany

The storage calculation doesn't seem's to delete deleted files in count.

Hello,   One of my folders is missing.  It is not in the trash.  Can you help?   Thank you, Kristen 

I am unable to see files saved in Box folders when accessing box via Internet Explorer and logging into the box.com.  I was hoping it would show over 1-2 days, but it has been 6 days.  This is happening with other folks in my organization.  Appreciate any advice to help resolve this issue!

Hello Box team,  My box account has problem with the storage usage count. Even though I have deleted many files and also removed them from trash, but the storage is still showing as almost full. Please help! Thank you! [ I searched the site, the solution is: If you'd like to request this script to be run, please contact Box Support ] jxinlu@gmail.com

We have been working for several years with a business partner within their Box Environment (for which I am an Admin) and have recently purchased and are configuring a new Box environment  for ourselves internally.  We currently have about 100GB of files stored in this environment.  We have tried to migrate the content on our business partner's site through doing a simple backup to a local drive with an eye toward uploading this back into our new environment.  Each time we attempt to do this, the download fails after about 9-10GB of data is pulled down.  I understand there is a way to migrate data directly between Box Environments but the information is pretty sparse on how to do this.  Can I create a ticket to have someone reach out to us and help us get this done?  Thank you in advance.

When i try to add new user to our account i get an error saying that: "User is already part of your enterprise" But i'm not able to find that user on the list of managed users and it is not showing in user details report. When i try to add that account in the "old interface" i get error: "You entered an email that already belongs to a user in your account." Did anyone had similar issue and know how to solve it? I checked multiple threads on community but no one had exactly the same issue we have.

Hello,  Someone shared a folder with me with strong password requirement. It asked for my old password (I don't have one other than my google password which I tried). When I enter a new strong password, it tells me that my old password is incorrect. When I go into my Box profile and try to set a password, it gives me an error message. Please help ASAP!!

We have created some simple forms (including tables and tickboxes etc) using Boxnotes that we use for users onsite to upload reports and information. all users use the same model and make of samsung galaxy cover phone(they were all purchased at once) but some users have had issues when editing the boxnote 'templates" that we create. the phone seemingly removes all the tables and formatting etc and leaves nothing but the text which is unformatted and spread out across the page. what are we doing wrong?

One of our folders has gone missing--Photographic archives. It was there earlier today and I could see it as bookkeeper@uusantafe.org. No changes were made to that folder or to the collaborator list. Attached is a screenshot of the folders today before the problem. Roberta Armstrong  

Hi, with no data stored on Box.com at the moment and trash being empty (even longer than 24 hours) I get upload errors claiming the account storage limit has been reached. Can you please advise? Thanks

Dear colleagues, I need urgently access to the box of study PKRPC001 as I have a KOM with the sponsor next Monday and I'm unable to access to documents (including protocol), trackers etc.. when I'm the global CTM. The request was sent Monday 11th Dec 2023 by Anne Dauphin-Toulgoat and a ticket is already opened by Alexander Anthony Pennock. Best regards Anne-Sophie

Hello,  Someone provided me an invitation to join their folder via email. Upon joining, I'm unable to see the folder in my box.  Please advise.  Thank you,  Loi Ta

Hi, im migrating to box from dropbox. In dropbox drive I had the option of having 2TB of files visible on my 500gb harddrive, by rightclicking on the folders and selecting the option "only online". So only when i actually needed a file I would rightclick the relevant files/folders and select "make available offline". Dropbox Drive would only then download the requested files onto my harddrive. I have spotted the same rightclick-option in box drive, too. Downloading files works fine. But when i then click on "only online", box drive only syncs the files with box.com, but still leaves them on my harddrive, making it impossible for me to view 2TB of files on my 500gb harddrive. I must be doing something wrong, because the option "only online" is existent, but somehow its not working. MacBook Pro M3Sonoma 14.1Box 2.32.142 Thank you for your help,I have read similar articles here in the support forum of box.com, but the only solution i could find was "create a support ticket" which I appare

Hi, I am trying to enable the 2 FA for managed users in our Business Plus account but the option appears disabled (grey colour and no option to click).

a) I made a new excel folder in offline box drive, but it is now not visible in box drive offline or online. When i search Open recent on Excel, I get access to the files via a box-box version 23 Dec on  Cloudstorage. b) And files ad folders have dissapeared from box online and  offline.

"The shared file or folder link has been removed or is unavailable to you.. is the message i have received. Confirmed with sender that the box is live and updated 

Collaborators not receiving invite emails when I add them or when I invite from folder.

Hi, my storage never clean up even if I put file to trash. Is it normal ? Good day,

We upload videos from Zoom into file folders- the videos are no longer in the file. Can someone advise on how to find these files?  

Hello there, one of our users created links which have now expired. Is there a way of finding those files again without manually searching through all her Box files? Thanks.

Hi, I had trouble setting up 2FA via authenticator app. There was an error in giving me the backup codes. I deleted the 2FA from my authenticator app to set it up again and now it is asking me for the 2FA code before I can do anything. I could not even add SMS method because it did not provide the country code list. I am based in Australia. How do I reach out to Box ? Regards, AK

How can [information redacted] gain access to her account? She set up 2FA in June of this year and now she is unable to get the 2FA codes to her account and is locked out.  I am submitting this for her. Thank you

I have the authentication app, and I know my password. When I enter the authentication app code, box rejects the code as incorrect. I cannot not see why this is not working.

I created a business account and one of the users already uses Box account but not associated with an enterprise.  Can you please help me add this user to our business account?