Support Forum

Box drive doesn't sync 294 files. Status files in Box drive is in progress but nothing happens. 

​@community-manager ​- I cannot add/change my email address on my account. It gives me the error: “Oops — that person already has a Box account”even though I deleted the account associated with that email. What do I do? I NEED to change the email on my box account to this other email because the one currently on my account I lost access to.  

How can I permanently Delete my account and not wait for the 120 days? I need my email address to be on boarded onto our corporate Box account.Thank you 

We have a new managed user on our account, they are from our company, but none of the admins or co-admins added them. How can these be added to our account without one of us adding them. I am getting this notification and they are in the list of users in box. I am deleting them because they are not authorized since this is a closed system. [removed by moderator] was successfully added to Managed Users User [removed by moderator] was added to your organization successfully. Now you can easily review, modify or remove this new account from your Admin Console. © 2025 · 900 Jefferson Avenue, Redwood City, CA 94063, USA About Box · Edit Notification Settings · Privacy Policy

Is there a way to create a .pdf document that is uploaded to box, and a user would open this document and this document would have URL links to folders within Box.  With folder permissions setup for the user who is clicking the URL to one of the clicked URL’s folder.  It looks like at the Box preview it doesnt allow you to URL click.  In simple terms I would like to do this “I would like to know is it possible to create a document that has URLS that connect to other folders within my box tenant, or within my folder structure?”

I’ve logged on today to the Box and my master folders containing hundreds of gigabytes worth of video content are missing. The file pathways are still there on my desktop version of the Box but when I right click view on Box.com it says “Oops! We can't seem to find the page you're looking for.” I can’t check file history as the master folder itself has been deleted and I can’t find any of the folders in the bin. Could you please let me know how I can resolve this?

So I found that the only way to enable Dark Mode for Box in a Chrome Browser is to go into Chrome Settings, search for “dark”, and change it to “Enabled”. Interesting enough, mine was set to “Default” which reads its setting from the OS.  As my OS is in dark mode, most websites could tell that I wanted dark mode, but not Box.  I think the Box devs may be checking for this wrong.  In fact I’m not even sure how they are doing this.  There is a CSS check that does this for dark OS’s with chrome at “Default” and/or “Enabled”:@media (prefers-color-scheme: dark) { /* Styles for dark mode */  } I was surprised that nobody has asked about this.  Anyway, hope my tip above helps someone get dark mode working, and I hope this message can get to the Box devs.

I have a user who is experiencing a bizarre issue. They have an excel file that they can open when it is not in a folder, but when it is put in a folder that has a couple of word documents and PDFs, they get an error when they try to open the file that says "Sorry we couldn't find {name of file and folder} Is it possible it was moved, renamed, or deleted?" They are able to open everything else in that folder with no issue. When the user tries accessing the file while it is in the folder while they are on the web version, it opens with no issue. I also had the user create a new folder with just the excel document, and there was no issue, but when they copy over the PDFs and Word documents into the folder, they get the same error when trying to open the excel document. She has found that this is happening in a few different folders. I have done the basic troubleshooting with her: signing out and back in, restarting the machine, checking for app updates, etc. Any help would be appr

What shall I say for this matter? Good try? Again?? 

The old Authenticator app is stopping very soon I do have a new app.But no solution for how to transfer it to new Authenticator app.All other I could simple transfer by scanning QR code. PLEASE ADVISE ASAP!!

I have used three different browsers and still do not have an “upload” option for my files. A screenshot of the interface is attached. Only option is “download” even though I have been granted permission to edit and upload. 

I deleted a large folder several times from the Box Drive app, and it does not appear in the browser version, but will not disappear from my list of main-level folders in Box Drive. It has a red dot with (I think) an exclamation mark in it. Trying to reduce the size of my list of folders.

Colleague added me as a co-owner to the folder.My collaboration setting is set to auto accept.I did not receive any collaboration email. Not filtered by spam.

When I try to upgrade my plan it shows like belowAn error occurred while processing your request.Your account requires further verification. Please submit a support ticket at support.box.com.

I am having trouble changing my email address.Since my company email address has been updated, I would like to change it to the new one. I followed the instructions in the link below, but it did not work.I am the administrator myself.[https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box](https://support.box.com/hc/en-us/articles/ [removed by moderator] -I-can-t-change-my-email-address-in-Box)> *How an admin can change a user’s email address*> → When I try, I get a tooltip saying: *“To change your primary email address, please go to your account settings on box.com.”* and I cannot proceed.When I tried to link the new email address from **Account Settings > Account**, I received the following error:> *You cannot use an email address from an unverified domain as a secondary email address. Please ask your admin to verify the domain, or contact Box Support for assistance.*For your reference, the new email address had previousl

Hello, I have provided a link in my esignature and selected “people with the link” can open and view; however, a customer advised that the link is not opening and they are being prompted to either Login or Sign up for a fee. Can someone please advise why this is happening and how to fix the issue? Belo is a screenshot of my current settings for the link: 

How do I unlock a file that says, "this file is being edited with box for office for web"? It says I'm the one who has it open, but I don't anymore. I've closed all instances of Box and restarted my computer

Hi there! I have a Box AI Agent created to answer HR questions.  I have a Box Hub with our public HR documents.  I only want my users to use this HR Agent with this HR Hub with no other options available to the user. How can I configure that?

[日本語]こんにちは。フォルダ所有権を別ユーザーへ移動しようとしたところ、以下のエラーメッセージが表示され、処理が実行できませんでした。"移動しようとしている項目のさいずが、この処理の現在の上限を超えています。 項目数を減らしてやり直すか、サポートケースを発行してサポートを依頼して下さい。"ただ、この「サポートケースを発行して」という案内に従おうとしても、  管理コンソール内にサポートケースを作成するメニューが見つかりません。状況を簡単にまとめると次の通りです。- 所有権を移したいフォルダは約10TBで、アイテム数が非常に多い- 元の所有者（User A）はすでに Admin から Member に降格済み    （Synology Cloud Sync 用アカウントのため）- 現在の Admin は User B- UI 上では共同作業者権限変更や所有権移転ができない- 画面上には「サポートケースを発行して」と出るが、どこから作ればよいのか不明質問です：**このエラーメッセージが出た場合、  Box のどこからサポートケースを作成すればよいのでしょうか？  （コミュニティ投稿以外に、正式な窓口が存在するのでしょうか？）**もし同様の経験がある方、または正しい手順をご存じの方がいれば、  ご教示いただけると助かります。よろしくお願いします。（この文章はchatGPTで作成しました） [English]Hello,When I tried to transfer ownership of a folder to another user,  I received the following error message and the operation could not proceed:"The item you're trying to move exceeds our current item limit for this action. Try again with fewer items, or file a case with User Services for help.."However, even though the message says to “create a support case,”  I cannot find any menu o

Hi, I have received a folder with ~2000 files. The size is huge in total. When trying to download, I got an error of exceeding download size. I can't download one by one. I wonder how I can make the download? Thanks. Best

I would like to download files from a Box I am invited to, from a linux command line. How should I proceed ?

I am getting this message from my Finder installation.  I can see at one point my files were synced.. May 2025.  When I go to finder it takes me to Box login, I provide credentials, then this appears...

Hello everyone,My colleague is encountering issues despite being added as a collaborator to a Box folder.They are not receiving invitation emails. Since no invitation email was received, they signed up by registering their account information via this link: https://account.box.com/signup/personal#q63ft They are not receiving a confirmation email after signing up. In the collaborator list, their account status appears as "Pending." Our mail server is not blocking Box email domains.We require assistance from the support team.Best regards,

Hello,I lost my mobile phone used to receive two-step verification codes and cannot log in.I would like to request that two-step verification be disabled.

Trying to set up 2FA using an authenticator app. I’ve scanned the code and used the code show to generate the code, but the site doesn’t accept the generated 6-digit code. I’ve deleted it and re-tried several times with the same result. Using 1Password as the authenticator app.