Support Forum

Hello!I have had a Keynote shared with me and I need to edit within Box so that it remains collaborative. However when I click “Open” and then “Keynote on the Web”, I get the below response that “an error has occurred while loading this feature”. I don’t know why this is or where to go from here. I have a Basic account, do I need to upgrade? Is it a technical glitch that needs to be fixed within Box? Please gratefully received! Thanks,Ellie  

Hello;We’re trying to migrate all our Dropbox data into Box, and using Shuttle is giving us a “You need to log in with a work account” error, even though we do have a work account.  We don’t have a Teams account, but it should still work, or am I missing something?  

Hi,My business partner set up an Enterprise account and sent me an invite via my company email address.I already had a free account using the same email address.When I try to join the new Enterprise account, I keep getting directed to my free account.ChatGBT suggests: We need my free account joined to the Enterprise organization, not logged into the free tenant.”Suggestions?  Please help.

I was on a Box Business trial plan scheduled to expire on January 31.I canceled auto-renew today. On the next screen, I was prompted to downgrade to Free or delete the account.The UI stated that Business features would remain available until the end of the billing period. However, the downgrade was applied immediately and Business features, including file access insights, were removed.I am still within the active billing period and need access to file insights for compliance purposes through January 30.Can Business features be restored for the remainder of the active billing period? 

I am subscribed to the Enterprise plan, which should provide unlimited storage. However, when I uploaded files yesterday, I received an error message like “Running out of storage?Your account currently allows you to store up to Unlimited of data. Upgrade your account to get unlimited storage.” Additionally, I checked "Account & Billing," and the usage storage shows a 30.3TB limit. Could you please help me resolve this?

This seems to be a recurring issue based on other posts regarding the same issue. I’ve set up a USAfx account and have previously accessed it. Now, when trying to sign in, it says “unable to log in”. If I hit “reset password”, I never receive an email to do so. This has been going on for over a week. Very frustrating as I have items that need to be pulled before they expire. 

Dear Box Support Team, We are experiencing an issue where 2-factor authentication (2FA) verification emails from Box are not being delivered, even though Box indicates that the messages were successfully sent. Below are the details of the situation: Issue description:  2FA verification code emails are not arriving Box shows the messages as “sent” Spam, junk, and quarantine folders have been checked with no results   Troubleshooting already performed on our side:  All known Box sending domains and subdomains have been added to the allow list in Microsoft 365 (Exchange Online / Defender) A mail flow rule has been created to bypass spam filtering (SCL = -1) for Box-related emails Despite these settings, the messages do not reach Microsoft 365 at all and do not appear in Message Trace   Because the messages never reach our mail system, we suspect the recipient address or domain may be on a suppression list on the Box side. Request:Could you please check whether emails to our domain

After uploading the metadata XML file, I received an error message "SSO接続を作成中にエラーが発生しました" (An error occurred while creating the SSO connection).How can I resolve this issue?

I would like to open my files using desktop Office apps instead of the web version. The option to open with Desktop app is grayed out. I have tried to install Box Tools but I get an error message saying it is already installed. 

keep getting error message of box full asking to upgrade. its not full

Hello,I’m trying to upgrade my free account to a Business plan but, after filling the paiement for I have this error : "There was an error processing your request. Your account needs further verification, please submit a ticket at support.box.com."How can I do to go further ?Thanks

Hi, I'd need to know what happens to a folder in case the owner is deleted/ leaves the company? We have several Co-Owners defined. Will one of them get ownership? Or will the folder be deleted anyway? 2nd question: if somebody creates a new folder in a box owned by me and then leaves the company - will this folder be deleted or should it stay?  

My entire team is having issues accessing files in our organizations Box storage. On the website, it shows everything is active, but none of our files are populating when using shared links or direct through the website. 

Hello. <personal information removed> Notifications will not be sent to this email address. Has it been added to the suppression list?Please remove it from the suppression list.

I've deleted files but my storage still says full. I've deleted the trash but that didn't help. Please advise.

My registered email provider is no longer in service, so I can't receive the password reset link. Since my password has expired, I'm locked out. Can you help me log in with my old password or update my email address to a new one?

We have a free user that needs to collaborate with a Box enterprise Box folder, but has 2FA enabled on his account when it was disabled recently by Support themselves. It seems to have automatically re-enabled itself. Can you please help remove 2FA on this account? The previous support case where 2FA was disabled is #3464643

What is the simplest way to transfer files from Google Drive to Box? I see a lot of third party options. Is there a feature in Box to do this or do I need to download everything and then upload to Box...that seems like a ton of extra work

Hi, my Box account was linked to my old work address which doesn’t exist anymore. Since it seems that Box can’t reset an email address and there is no way to get my files anymore, I want to delete that account but not sure how to do that when I can’t access the account. I also don’t want to keep paying for an account I can no longer use. So how can I delete that account?

Tried to install current Box update and it failed.  I had my Box logs sent.  Please advise.  Thanks. 

I have created a folder on Box.com and invited internal team members to access, upload documents, etc. I have taken subsequent steps to “share” the folder with my internal team members. My team members have informed me that when they log into their Box.com accounts they do not see the folder I have shared with them. Any assistance/suggestions would be greatly appreciated.

We currently don’t have any Admins. They were deleted when they left our organisation.I need to add some users and also change log in details of existing users.Can you tell me how I can do this please - and so that I can become Admin?I am not very tech savvy so simple answers please?Have tried to find out how to contact Box directly. (Raise a ‘ticket’) but I am going round in circles and maybe can’t do this as we have a free account??Any support welcomeThank you 

I downloaded Box Drive on my Mac and every time I try to log in, it takes me to the web page which then takes me back to the drive again to try and log in. I can access my account on the web page but can't seem to get the drive to work on my Mac. I already tried to uninstall then install the drive again and it didn't help. 

I originally had a personal Box account and then intergrated it with my previous employer business account and now I have left the business and trying to get the default email changed back to my personal email address. How can I do this? I sent email to my previous employee who informed me to reach out to The Box. Can Anyone assist? Thanking you in anticipation. Ps I don’t have access to previous email so please email to <personal information removed>