Support Forum

Hello - We have had a user delete a number of files and are wondering if there are any backups that we may be able to restore from.Thank You.

I am not a Box customer but need to report a malicious PDF file being used as part of a phishing attack. I have the URL of the box file available, but there is no option to report the file. Please tell me how to proceed to report it to your abuse team.

I have an issue with the Netsuite integration. I get this error, SERVICE AUTHENTICATION ERROR,  when trying to create a folder on a tranaction. I can see this has been raised previously with no comments or resolution. Can anyone assist?

Hi for some reason my desktop app for box.com is not syncing with my browser version Also my colleague is sharing files that i would have typically seen and now they are not been shared.  I cannot find solutions on the box nor can I find a dirrect support email to contact to help . This is extremely frustating as I am spending time trying to sort this out that i dont have. Have tried resetting the computer and reinstalled the box app still hasnt resolved the isssue please help regards Gillian 

Hello, I have a mac that is old and will no longer update (10.15.7) When I try to download Box Tools to print out in Word it tells me I need to update but the mac is too old to update. Is there a work around? Can I download an older version of Box? 

One folder, ann within a sub folder, just won't go. I can't delete it.I've tried everything I can think of;folder isn't shared anymore. Just me, as an owner, can acces the folder Installing an automatic action (deleting on a spesific date)I keep on getting the same message “there is a problem with deleting the folder, try again’. Think there is a bug or something like that… HELPIs there an Admin way to fix this?

I am Japanese and not very proficient in English.I was using BoxCLI on Windows 10, but I have migrated to Windows 11 (*1).I installed BoxCLI version 4.5.0 (*2).The BoxCLI command results in an error (*3).There is no issue with the path setting on Windows 11.Could you please let me know the cause?*1: Enterprise 23H2*2: A window appears saying "The image file c:\Program Files (x86)@boxcli\client\bin\node.exe is a valid file, but it is for a computer type other than the current computer."*3: box-v4.5.0-arm64.exeThank you for your help.

Hello, I have a mac that is old and will no longer update. I need an older version of Box to be able to utilize the Box Tools. How do I download an older verson please?

How do i change my email address? I've looked everywhere and it does not give me the option to change primary email;

Download icon is greyed out in Box app & no other option to allow download. I get this error message: Certain settings may not be available for this item due to permissions. Where can I change those permissions???I use box to share files that need to worked locally. I have been a customer for almost 20 year, never had a issue until a couple of weeks ago. Please help! 

Regarding two-factor authentication:After selecting the Authentication App, scanning the QR code to set it up, and pasting the 6-digit token, an error appeared stating that generating the backup code failed (Developer Tools showed a 400 Bad Request error).Currently, the settings appear to be working correctly on the configuration screen, but attempting to delete this two-factor authentication setup also results in a 400 error. Attempting to generate the backup code yields the same result.Additionally, when attempting to generate a public/private key pair via the developer console, an error message briefly appeared stating “Two-factor authentication is required,” immediately redirecting to `https://app.box.com/login/mfa?redirectUrl=/developers/console/app/2500631/configuration&from=dev_console`.In other words, it seems the two-step verification is likely not properly configured internally. However, since there is no way to obtain backup codes, I cannot even log out.This is just a de

I have 2 separate and distinct organizations using Box and I am struggling as to how to set up the 2nd instance so I can see the files in Explorer. At this point in time I can see only the first instance that I set up. I am an admin on both accounts. Is this possible?If so I need step by step how to do this in a Windows environment. Thanks!

I want to create a Hub, but it’s not in my left-hand menu.  When I visit https://app.box.com/hubs I can only see this.  I’m admin, so don’t understand why I wouldn’t have Creation rights. 

I am trying to use Relay to move different files to different folders simultaneously by using the multi-file support for manual start workflows, allowing us to select multiple items and route them together or individually within the workflow to various folders in Box. Has anyone tried this use case with Box Relay?  Can someone at Box let me know?  would love to schedule a call to review our use case in detail.  Many thanks! 

Once I’m finished editing a file, I close it. I want to rename the file. I cannot because Box thinks I’m still editing the file even though I already closed it. Trying to open and re-close the file just results in duplicates of my own profile showing as actively editing the file, even though I have closed it multiple times. How do I end those sessions?

I need to submit an urgent ticket with support to restore files how can I do that.

When I open a docx in Word for Web from Box and then try File, Create a Copy, the Download option is greyed out. Tried a number of files (both where I’m the owner and not) using Edge & Chrome. We've lost edits from a collaborator a couple of times (maybe user error), so I'd like them to be able to save a local copy from within the web app as a backup before they exit.

Several files on our account have disappeared, and we have not received any notifications about deletions, sync errors, or other activity that would explain their removal.We have also reviewed activity and previous support posts but haven’t been able to find guidance that addresses this specific situation. We’d like to find out if there are any sync or system issues that could have caused this. We also require support in recovering these files. We do not know exactly what is missing but there have been a few instances that make us very worried about the rest of our files.We would really appreciate your assistance in investigating what may have happened and advising on next steps

Can't I add a new user to my Box account

I’ve been experiencing an annoying bug the past few weeks. When I try to unlock a file and the “unlock file” popup appears, I used to be able to hit “return” on my keyboard to unlock the file. Now, “return” dismisses the popup, but it doesn’t actually unlock the file. I have to mouse-click the button to actually unlock. It’s happening in Chrome and Safari. It’s more annoying than mission critical, but I’m curious whether anyone else is experiencing this!

having an issue where every time I open a MS office doc it wants me to "Log in to grant access to Box." It does it every time I open a Word doc and doesn't seem to register. I've had this set up this way for months/years, so I'm not sure why it's being finicky all of the sudden. This dialog comes up both when I fire up a file from a Box/Explorer folder and when I open Word first and navigate to a folder within the Box Drive. This issue is not a problem on my other laptop.

Out of storage on unlimited account, how does this even make sense?  

Someone I am sharing a document with has this error: “unable to save workbook ‘changes cannot be saved because you either reached the file size limit or your storage limit’”If this is related to excel or the computer how do I fix it 

Hello, I need access to the latest SOC2 Type 2 report from Box.The trust center indicates that I need to make a request to a CSM / account rep, I do not have one. I don’t see an option to create a support ticket either.

Hi all, I am seeing that a Retention Policy can be applied based on metadata. Can it not be applied based on Classification?   Thank you