Support Forum

Hi,  I was having sync issues and this morning decided to log out and log in to see if that would be fixed. When I logged out, a message popped out saying something about keeping files that "were not synced" or something like that. I just realized that the file that I was working on this morning is not updated. I lost everything that I did yesterday and this morning before logging out. I wonder if I can access this version that I was not synced.  Israel 

I have a new phone number and cannot log into my box account because 2FA is turned on.

I had to replace my phone and I am unable to use my new device with my authenticator app to access Box.

When sending multiple documents together on Box Sign is there a way to prevent recipients (who have to sign one of the docs but not both) from receiving all the docs (ie not the ones they are not required to sign)? For example: I want to send a contract to be signed by an employee & thier supervisor. There are two seperate docs. in what I'm sending out:  i) An employee copy that needs to be signed by the employee. i ii) The supervisor copy that needs to be signed by the supervisor.   Is there a way that I can stop the Supervisor copy from going to the employee (so that they only see the doc they are required to sign)? This is a feature works in DocuSign but there is no apparent way to do this in Box Sign? Thank you

I would like to change Billing from annual to monthly in this tenant. I couln't find out the request form to submit above.

I am a co-admin in our account but am not getting an option to create a support request directly and we have three more domains I need to add to our account for managing internal users.  Can someone at box please start a support request for me?

I uploaded tons of files over the last few days and now ALL MY FILES are missing.   Can you help restore them or tell me what I am doing wrong to access.  I've used Box.com for years.  Please help me.  I have many personal and work files and folders and ALL OF THEM ARE MISSING as of this morning.  I hope you can restore them or give me some idea what to do.  Thanks  

Hi! I need support on adding a user from a different enterprise.   Regards

Since last 4-5 days, the Box Drive is crashing, popping up a message that Box Drive has stopped, please sign in again. Please advise. TIA

We want to do a search or report on failed access attempts on shared folders in the Admin console and cant find anything in reports. Basically I want to see a log of users clicking on the "Private Finance" folder and it gives them a "you dont have access". Can someone please point us in the right direction. Thanks!

Hi. We had a problem with at least one of our folders. It simply disappeared (probably was deleted by mistake) from Box and does not appear in Trash. We tried to access from different users and the problem remains. What can we do to fix this? Thanks.

Hi I signed up via Google SSO and when I try to change my password (I currently have no password) to access a folder that requires a strong password, I repeatedly get an error message. Can someone help me set a password.

hola buena tarde, hice una mejora del plan y en automatico me aparecio el cambio de plan pero tambien se borraron mis archivos

Hi Team, In Events API do we get the User Id and Email of actor for all event type in Enterprise Events? Regards, Shailesh

I do not want Box integrated with Google and I need to set a password on my account.

How do I submit a support ticket?

How do I unsync a file so I stop getting error messages about it?

As many others I experience a wrong storage announcement. I had around 10 GB of stored files. I deleted around 5 GB. Since I have 11,5 GB! And I'm being asked to upgrade in order to upload more files. I wrote this several times, the first time a year ago, and never got any reply or solution. Cheers, Moritz

I dont see a edit button to change my email here

where can I add tags for searching on video files?  

I'm using Sonoma and my files still aren't being backed up to Time Machine. I've never in my life heard a IT person advise that I NOT back up my files twice (that is, after all, why I'm using Time Machine).  Could someone at Box please tell me how I can arrange for my locally saved Box files to be saved by time machine. 

While creating new app in enterprise account, getting "Error parsing PKCS private key for Box Developer Edition.". Using box sdk 2.58.0.

I am looking to download all the file names and their share links, not the actual files.  I am using the Free box account.

I saw that another user had this same problem as I had 10 months ago. In that post, Gerrieke Druijff-van de Woestijne said: I wanted to change from SMS 2FA to an authenticator app and had to first remove my SMS 2FA to be able to do so. Then, two problems arose: When trying to activate the 2FA with an app, it will keep 'generating' the QR code, but never show one, so I cannot add it (I tried different browsers already), When trying to activate the 2FA with SMS (like I had before) it keeps saying that my phone number is not valid, whereas I am sure it is correct (I tried with/without country code, etc.) The result is that I now cannot configure 2FA. I am in the same state, and I too have tried all the same things that Mr. van de Woestijne tried. What are my next steps to correct the problem? Also, why are you not offering 2FA using a hardware token like a Yubikey or another FIDO2-compliant token?

Seems my data was lost when I went into the Notes tab. They were there at first, then disappeared. HELP!!! Tom