Support Forum

Hi, we just started an enterprise trail with our company and i would like to ask some questions. How do i contact support instead of using a public forum. 

Hi Box Support,I'm having trouble receiving the 2FA verification code emails when trying to log into my Box account. I’ve tried multiple times but have not received any of the code emails.Details:- My colleagues using the same domain can receive the code without issue. (this account)- I've checked all folders, including spam, and confirmed there are no filters or blocks on my email.Could you please check if my email address is being blocked or delayed on your end? If needed, I can provide further verification.Thanks in advance for your assistance.Best,  Ting  

In recent time I have been facing few issue in box mobile app. I have upto 50Gb usage limit for which I use my most of my backups.issues,The ‘”make available offline” option never works properly, in both use preview and download original method. Folder contents are not viewable expect for the latest update, I have some folder with 1000+ docs but after the first few docs the app doesn’t show the rest rather It keeps loading with no success.Since the app is not serving its purpose I tried downloading to my PC or phone no success in that too.I have tried uninstalling and reinstalling the app, and clearing app, data and cache storage with no success at all. Please help me on this.

We need to contact support at Box because a user has not got access through two factor authentication. Is there a support email address for log in help? 

Hello. I would like to transfer files stored in BOX to external media (USB, CD-ROM, etc.). In order to ensure that all stored data is transferred, I would like BOX to handle this for me. Do you offer such a service? If so, I would appreciate it if you could let me know how to request it.

Dear Support Team,I hope this message finds you well.I am a system administrator at a company, and I would like to migrate data from a specific folder to another folder within Box.However, due to the large amount of data, it is not feasible to manually copy or move the files.Therefore, I would like to use Box Shuttle to perform a bulk data migration.Unfortunately, I am unable to access Box Shuttle.When I navigate to Admin Console → Integrations → Box Shuttle and click "Add," I am redirected to the Box homepage and cannot proceed with the addition.Could you please advise me on how to properly add and access Box Shuttle?Thank you very much for your support.Kind regards,

I was recently invited to collaborate with a client on their box.com folder. I tried uploading a deliverable and the upload failed. I then tried to upload a test document which also failed. The prompt does not give me any further information other than notifying me that the upload failed. Would there be settings on their end that they will need to change, or is it something with my account?

Box told me I reset my password but will not let me enter it. Tech support? 

Hello!I am working on integrations to Box and it appears that there is no way for us to explicitly define the Folder ID (either via. API or in UI).Is this true?If so, is this feature something that is on the roadmap for the Box team?Not having the ability to do this will mean I need to query the applicable parent folder(s), cache every folder contained in the parent folders with their Name and Folder ID (there will be thousands of folders), and then reference that cache for every record to see if the folder already exists or if one needs to be created.If we were able to define the Folder ID, I would be able to set the Folder ID to the unique ID in my source system to remove the need for all of this lookup. Because we don’t have the ability to do this, an integration process we thought would be doable is now raising performance concerns due to how heavy the process is.

I have been trying to upload videos in box but every time it uploads, the quality diminishes and the videos gets blurry. Is there anything you can do on your end to maintain the original quality of the uploaded video? 

Hi, I got this issue where, when I want to add an attachment in Netsuite via “Box Content”, I get a grey screen with the error “Error: https’s server IP address could not be found”. I do see that in Box there is a folder created with the transaction number in Netsuite. So it does do something, but I cannot add any attachments. Does anyone know how to resolve this issue? Best regards,Lars

Hi all, I was trying to remove collaborators from my folders.Not sure how one of the collaborators became owner, she would be surprised.I seem to have lost about 3 folders. 

Hi, I am using box in a class and am meant to edit the excel sheets provided, but the option to open and edit in excel online is not present. the only option is to edit with google sheets and the window closes out whenever I try to this option. I even had my teacher change my permissions to editor and checked that the excel online option was added to my box profile. Ive attempted on multiple browsers and tried clearing my browsing data. Nothing seems to work. Any help that could be provided would be greatly appreciated. Thanks  

I have deleted item but account still show no data available

I am experiencing login issues after making the following changes to my account:1. Added a new Google email address (B) as a secondary email2. Changed the primary email address to the newly added email (B)3. While password is set, SSO appears to be enabled4. When attempting to login, I receive the following error message: ⁠今後は、Boxアカウントのアドレス<xxxxxxx>と同じGoogleアカウントのアドレスを使用する必要があります。 in Japanese The SSO seems to be still linked to the previous email address (A), causing a conflict with the new primary email address (B).This is preventing me from accessing my Box account, and I urgently need this resolved to continue my work. Please assist in:1. Resolving the SSO configuration conflict2. Ensuring I can access my account with the new primary email address3. Providing any immediate workaround if possibleI would appreciate your prompt attention to this matter as this is affecting

Hi,   How to resolve the below error  https’s server IP address could not be found when accessing Box Content tab in NetSuite?   Also, found that there was an OAUTH_GENERATION_FAILED error on Box - Integration Suitelet script. How to resolve this erro?

Hi Support Team, Recently, macros were blocked by the Microsoft Trust Center. I was able to enable it on the network by adding it to the trusted sites. but it doesn't work for the box. Would you please help me enable the macros on the box? {}  

Hello,I am logged into our Box Admin account and attempting to transfer the Admin role to another user within our organization.However, when I go to Admin Console > Users and Groups and select the current Admin account, there is no option to “Change Account Admin.” The only available role change is to assign a “Co-Admin.”We have confirmed that both the current Admin and the intended new Admin are managed users and active in our tenant.Is there any reason why the “Admin” role cannot be reassigned in this case?  Are there permission settings or plan-level restrictions that could prevent this?We need to complete the admin handover urgently, so any guidance would be greatly appreciated.Thank you!

We are excited to launch a Box user group focussed on Media and Entertainment. Guest Speaker, Sonia Crittenden, will present “Effective Management of Media Content” and will be joined by Jade McQueen,MD for Media and Entertainment at Box, along with your peers What you will learn: How to securely manage large volumes of content, including video and other formats, and collaborate seamlessly in the Media Industry. Signup here

I am looking to get assistance with changing the primary email address for the admin on the account. The system will not allow me to set the added email address to the profile as the default.

We have a user that is not receiving the Box invitation to join email.  He has tried with multiple email addresses.Our client sends him an invite from box.  He clicks on the invite(link), and Box sends response page to go get the verification email and log in. He never get the verification email. When our client looks, Box shows him that the Verification was accepted, but our user (employee) never gets it,  its an errant msg.Therefore, he has never gotten an opportunity to Verify or login.Any idea how to resolve this?

My account says I have 14.9 gigs of 15 gigs used space but I have deleted everything in my account including the trash bin. When I try to upload a file, I get this error message "Account storage limit reached". What's up?

Is it possible to restore it after deleting it from the recycle bin? 

I’ve been trying to install Box Drive on my Mac (running Mac OS Monterey 12.7.6) and have been getting an “Installation Failed” at the end. I just updated my Mac to the latest software and have confirmed that I have enough storage space. Please help!