Support Forum

I have an existing Box account and set up MFA using Authenticator app.  Box is no longer available on Authenticator app - think it may be because I changed jobs - so I can no longer log in.  

box does not work on mac OS golden gate 27.0.1Box Drive has encountered an issueBox Drive failed to initialize with macOS. Please relaunch the application to resolve the issue. If the problem persists, please contact Box Support to further troubleshoot.

STORAGE FULL, BUT IT ISN'T

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

I have an issue that I have 2 difference folders (sub folders are same name).   How can I merge these 2 folders into one.   For example: Before                                                           Folder A                Folder B                Sub 1                Sub 1                file 1                file 2        Sub 2                Sub 2                file 3                file 4               After                                Folder A                                Sub 1                                file 1                            file 2                        Sub 2                                file 3                            file 4                 In the simplest way I just Get all the items inside folder A and Folder B. Put it to a Structure with child and parent for each A and B. Then Loop over the structure to get which files will be inserted to sub folder of folder A. Then call the copy API for each file. But When the number of file is so much, I think

Hello, box is no longer letting anyone from the company upload any documents as it says storage is full. We have deleted over 100 users to free up seats and this has corrected our storage. Please can you help

The prospect I am working with is experiencing this issue right now what I tried a “file request link.” I am not sure where to go from here.

Using Mac, upgraded to Box drive but a lot of my files are missing

I have an enterprise account and would like to open a support ticket about a Box integration we built.I am in need of, like many others, the Box CMMC Shared Responsibility Matrix for compliance assessment and documentation of our Level 2 compliance.I see other posts indicating a support ticket is required to start the process.  Can you please initiative that and have a support tech reach out to me for next steps.Thank you!!

The troubleshooting said it could be because my email isn't verified but there’s no way to resend the verification email, that isn’t an option anywhere on the screen. Password has been changed, that made no difference as I saw that on the forum.I’m not showing up in the enterprise and our Admin is not getting a response from support. I have no idea how to proceed.

Need Support to reset SSO. I don’t have the option to create a support ticket.

Hi,On 18.09.2026, my account was deactivated without any information being given. Upon this, I sent an email the next day to find out what the problem was. A case number was created, and I also replied to the incoming email and asked about the situation again. From that day to this, no response has been given to me. I also tried to reach them by phone number ( [removed by moderator] ), but no one answered the phone.In the application that I have been using as a cloud app for perhaps more than 20 years, I have data containing a lot of important information and documents that have no other backup, such as my passwords, app backups, photos, lecture and health notes, etc. I am receiving the note: "Your account is not eligible for online reactivation, it has been deactivated by an admin."Why could such a thing have happened, and what should I do?Thanks...

I click on invite link, it says Oops! We can't seem to find the page you're looking for. Don’t know where to submit support ticket. What do I do?

Hi there, a member of our team left the company yesterday and we lost access to a huge delivery folder she managed, I was told I need to raise a support ticket but can’t find a way to do so, please  advise.

I am trying to open up a large pdf document on my iPad. Recently attempting to open this document results in the app becoming frozen. It starts to open it and then locks up and you cannot make any selections nor ‘x’ out of the document. When you restart the app it goes automatically to the last attempted open document and gets frozen again. The only way out of this seems to be removing the document from Box on another device. However when I put the document back in and try to open on iPad the same thing happens. Others in my organization are having this issue as well. It does NOT happen on laptop/macbook- only on ipad and iphone. 

My files on the desktop are showing the cloud with an exclamation mark. I get an error message “Couldn’t communicate with a Helper application” I am on Box 2.55.132

No content within the Box account - <removed personal information> 2. Link email failure - <removed personal information> can’t remove the existing verification approach, so as to add new approach for verification   can’t receive the code or backup code for verification.   The status of this Box account is pending <removed attached image with emails> 

How do I contact support. I want to talk to a human.

Hi, I wanted to upgrade my account, but it mentioned I needed to submit a support ticket… which I also can’t do.  This seems like a pain to jump through hoops.  Please help

This is getting old.Why are my files constantly having to re-download?I DON’T HAVE TIME FOR THIS!Why am I paying for this if it is this screwed up.I’ve read some of the problems with this, seems like Box is not interested in fixing. Any suggestions or should I just dump Box?

My Boss cannot locate authenticator app used when Box account was set up and the alternative method has her incorrect phone number so she cannot log in that way as it’s being sent to a land line.How can she reset her 2FA?Thanks!

I’m my company’s admin.  One of my users is being prompted for his 6-digit code for the MFA.  He has no recollection of setting this in any Authenticator app.  He used box last week without issue and has a urgent need for it this week. How can we get his MFA removed, at least temporarily so he can login and gain control of his account again?

Hello, I received an email from Box indicating that I received an invite from a co-worker. However, when I click "Accept Invite", it takes me to my Box page and doesn't show the new folder anywhere.    Thank you!

Please cancel my subscription/account and refund the renewal fee.  The online system will not allow me to cancel the subscription and I cannot call anyone to cancel and request refund.  Please open a ticket to cancel my account.

When I try to login I hang here :https://account.box.com/login/mfa?session-challenge&redirectUrl=%2Ffolder%2F0