Support Forum

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.

I don’t understand why I can’t do anything in Box.  The web opens but I can’t delete or create files or folders.  I thought maybe I needed to delete some stuff to get it to work but I can’t.  Just an error message that Box had trouble completing my request.

Hello, We need to add an additional domain to the account.  Can someone assist?

Hi,  We have set up all our folders with metadata cascade policies, as we would like any files that are added to these folders to automatically be assigned the relevant metadata. However, we have noticed that when copying files from elsewhere in Box, any existing metadata on the file is not overwritten by the metadata policies assigned to the folder that the file is moved to.  We are using the API to set up the metadata cascade policies. Is there any way to ensure that any file moved into a folder with a metadata policy assigned to it automatically has any existing metadata overwritten with the new metadata as per the new folder's metadata policy?    Thanks for your help. 

I can't delete files. The trash icon doesn't appear in the top right corner of the screen.  

The following emails are unable to receive any invitations or password reset requests from BOX. All trash & spam filters have been checked. It is assumed they landed on the Suppression List: [removed by moderator] ; [removed by moderator] Thank you!

Hi, I need to migrate existing Box content to Sharepoint and plan to use the sharepoint migratioton tool - but want to check all files stay in Box before doing so - ie: they are copied not moved. Can you please confirm. Thanks. 

I’m trying to add a new user to my organisations Box account. The admin console says 9 out of 10 seats are in use but when I try to create a new user it tells me that there are no spare seats available. I even tried deleting one of the existing users to get it down to 8 out of 10 seats used but, although only 8 users are listed, the console still states that 9 out of 10 seats are in use and refuses to let me create a new user. Help please. 

The widget doesn’t render properly and shows different application state (inital form, upload more form, error form) when visiting the file request widget url - screenshot below. It’s impossible to upload anything. Reproduced in multiple browsers (Firefox, Chrome) and OSes.Repro:Create a new folder named Test Click on ::: menu and select “File Request” Save Visit widget url  

I'm trying to have a cell in an Excel file (let's call it File A) that is linked to a list of numbers in a second Excel file (File B). They are both saved in a Box folder. The goal is that anyone with access to File A can refresh its links to get the latest numbers (which are in File B). The problem is that the file path shows the location of the Box Drive in my computer, not the "cloud" where the file is. So other people are not being able to refresh the links. How can I fix it so that the file path does not direct to my computer, but to the Box where it's saved?

We are trying to figure out how to link excel files in box drive. Even with files linked that are one person's desktop box file (so the path is the same every time), every time the file is opened it says it can't find the files and we are forced to relink. 

I am not able to install the box drive on my laptop. When  i run the same, it does not open anything. Any help will be really appreciated. Thanks in advance.

Hello, I upgraded from Personal Pro to a Business Enterprise plan for my company. Now many folders containing personal data have disappeared from the web UI. I can still see them in the desktop sync on my Mac, however. Some of the folders that were personal, and were shared to others in the Enterprise are now missing from both the Web UI and the Desktop Sync! How can I do whatever permissions trick has to be done to be able to see them on the web UI? (I don't want them sync to my desktop!)  Also, what happened to the share links if I had shared those personal file folders with others? Are the people I shared with now unable to see the folders too???   Help!

I had lost all my files and folders after upgrading my plan, urgent help required as I did not made a backup prior the upgrade. There is indication of 18K files under 'Favourites' folder but just cannot see in in the folders. Please advise if it needs time to sync over or lost. Regards, Mark

I just upgraded my plan and immediately lost ALL of my files.  WTF????????

I’ve been off of Box for a bit but recently started using it again.  I noticed that the email notifications of those who upload data to my folders don't have the address of the uploader in them anymore.  All it says is ‘Someone added’.  I checked the notification options and don’t see anything in there that would allow turning this back on.  It’s very useful for me to have the email in the address for auditing purposes so I can go back through my emails to check on uploads.  Is there any way to turn this back on?

We have a Business Plus Box plan.  I created a shared folder and invited one of our clients to join this folder as a shared user.  Instead of being prompted to create a free account, they are being prompted to create a paid business account.  They do not think their organization has a paid Box account - at least not one she has access too - so I’m not sure why this is happening.  I can’t replicate the problem on my end so I’m not sure how to solve.  Any suggestions?

I use a Lenovo ThinkPad 64 bit Windows 10 machine.Box synch stopped working.  Trying to Uninstall and then reinstall but I get the message that it can’t find a path to the folder containing the installation package ‘Box.2.45.185.msi’ that was supposedly added on 4/29/25. I’m stuck - please someone from Box Support or community help me.  I’ve tried everything including deleting all the Box folders.Is there even a Box Support function within the company?  

The Expired filter in the Sign folders is not working; all of the other filters work but not the Expired filter. Is there a setting somewhere for this?

I recently upgraded my computer to Windows 11 and am trying to download Box Drive in order to access some stored files.  While the program did download, I am not able to run the program as I keep getting prompted to restart my computer.  Even after restarting my computer, I keep getting the same error and the program will not run.  Are there any suggestions for how to correct this issue? Thanks in advance...

Dear Box Support Community Members,   We are increasingly relying on sending documents to external users via Box links, and with this increased usage, the need for platform improvements arises.   For some time now, I have noticed that Box documents, even when sorted alphabetically, use a numerical order based on outdated systems, considering, for example, 10 before 2. Please refer to the screenshot below for a better illustration: Dear Box Support Community Members,   We are increasingly relying on sending documents to external users via Box links, and with this increased usage, the need for platform improvements arises.   For some time now, I have noticed that Box documents, even when sorted alphabetically, use a numerical order based on outdated systems, considering, for example, 10 before 2. Please refer to the screenshot below for a better illustration:    

Hi. First day with Box.com .We acquired several licenses for our company.I’m trying to open a case, there is no option I can find to do that. First problem:I’m trying to convert from member to  Co-Admin. I’m getting the error “Unable to save your changes. Please try again.” all the  time.Second problem:I’m adding another user and getting error “User belongs to another enterprise” looks like this user is still attached to the time we had a trial from box.There is no way to create a ticket, I need help.

I have emptied most files from my Box and deleted my trash bin, but my storage is still listed at 10 out of 10 GB used, even though there is less than 1 GB of data in my drive. This is not just a display of the storage showing the wrong file size. After removing my files, I am trying to add files to a folder, but I am getting an error saying my storage is still full and I cannot upload any additional files. Can someone please help?

When I first logged in my Box account I accidentally linked the box account to one of my google accounts. Therefore when I open a document with Box for Google Workspace the document is associated with this specific google account. I would like to shift the association to another google account. I do not know how. Previously edited documents seems to be linked to the first account. And that happens to the newly edited document as well. I have logged out from the google account to which docx files were initially linked. I am unable to open a box document in Google Docs. I have uninstalled the Box for Google Workspace app and then installed it back after having closed the browser (btw it is Firefox for Linux). No success. How can I shift to another Google Account?  

I originally have a paid account (hereinafter referred to as "A"), but I received an invitation from an outsider with a different email address (hereinafter referred to as "B") to share files.Once I accepted "B's" invitation and was able to view the files in the BOX, I tried to link the email address from "A's" account settings, but it was displayed as an address already linked to the BOX and could not be linked. However, it was displayed as an address already associated with the BOX and could not be linked.Therefore, I deleted the registration of "B" and tried to link it to "A" again, but the message "Cannot add because it is already linked to a BOX account" is still displayed.The deleted account is still shown as existing, so I tried to log in again, and the account seems to exist, but a password error is shown, and I cannot even get into the "B" account because I did not receive an email to change the password.I would like to link the "B" account to the "A" account, but the error is