Support Forum

I cannot see files my clients are uploading and they can't see mine, they are clicking on the invite and trying to upload to that page.  There is no folder on the splash page for them to drop it in to and even though I can see they are in there (they are sending me screenshots) my side still shows that they are “pending”  This is happening on the last 3 with 3 different clients.  Help?

I accidentally deleted a file and it did not end up in the bin, I need to restore it, please help. It is not in the bin on my laptop either, it has just disappeared 

I’m an Editor and have been uploading files for months. However, I am no longer able to upload files. I’ve tried different browser, deleted cookies, etc. Please advise and/or provide a direct line to phone/chat support. It is affecting my ability to complete work. Thanks!

I restarted my laptop and somehow I can’t access my Box. After following a few dialogue boxes instructions a message is displayed:Your logs have been sent succesfully. If you do not have a support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.I’ve been navigating 30 minutes through the Box website and I can’t find the “create ticket button”. Guys, please make this easier for us users.I appreciatte your help for this matter.

Hello,I am using an individual Box account and I am currently unable to send signature requests via Box Sign. Every time I try to do so, I see the following message:"Please note that the ability to send Box Sign signature requests is temporarily unavailable for certain users (you are, however, still able to receive and sign documents)."I would like to understand whether this limitation is temporary, or if it’s due to my account type or plan.If it is a plan limitation, please advise what plan I would need to upgrade to in order to enable this functionality.Thank you in advance for your support.

A folder from our shared box drive has completely disappeared and no one can see it anymore, it is also not in the trash folder, how can we recover this folder it has years of work in it.

I have a product architecture document link, But i don't know whom to contact for getting access. How to identify the owner of the file if you don't have a viewer permission.

Our Business Plus Box account converted to personal accounts and now storage is full and they haven't solved in 5 days. Has anyone else had this issue? We are stuck and Box is not fixing the issue.

Currently using a non enterprise account. Been utilizing a file that is shared with me, but periodically file goes missing with “Oops! We can't seem to find the page you're looking for.” The parties i am collaborating with have not changed anything but we want to continue access with file. We constantly lose access after a couple month.  No changes have been made on file and location. is there a way to grant access to file further than a couple months?  Please assist.

I’m trying to install a Box Drive on my Mac and when I try to download the application it fails.  I’ve restarted my computer and tried a different browser (Safari and Chrome) and nothing seems to work.  It seems that no one is available at Box to provide assistance so I'd very much appreciate any assistance.  Thank you. 

 I can't find where to go to change it.

So, when I was working as an Intern, I had a certain IBM id through which I pushed all my content to the Box before giving the laptop.. After joining as a new employee, I was given a new ID and I couldnt retrieve the files of Box from the old ID because of which when I did the transfer ownership method for IBM even though my manager approved it, I didnt get any confirmation mail? Any reason for this?

Is there a way to require users to input an email address before accessing a box directory? We are sharing a folder and would like to understand which emails are accessing this folder, and how often. Looking at the current security options, it doesn’t seem to be possible, does anyone know a way to set this up? We are using a Box Enterprise account.

I had box downloaded on a computer that was given to an employee. That employee has left the company so I changed the password so the files could not be accessed. Because it was downloaded, these files are still accessible. What can I do to make sure they aren’t available on devices it has been downloaded on?

We have a shared folder where we keep files for about a dozen people. Today a collaborator said he couldn’t access the folder, and upon looking into it I realized ALL of our shared folders are gone throughout our account.There is no trace of them anywhere, nothing in account activity. Nothing.How does this happen and how can I get these files back? EVERY blue folder is gone.Please help!

We would like to remove 5 seats and go from 21 to 16 user accounts please.

So I go to add someone as Editor to a folder. I type in their email address and Box sends the invite to their old address THAT I NEVER TYPED IN!So of course they never get the invite.Both typing it in or pasting it in results in the same thing. When I open up invited users it show up with their old email address.So Box is somehow, without asking grabbing an old email even when typing in their current email. This is crazy.I can find no way to stop this and so no way to give the person Editor access

I have been trying for half an hour to create a support ticket. There is some kind of terrible loop going on that just sends you to another forum to ask others how to get support. I need a button that creates a support ticket. Not a forum, not a group chat. Just make this product work for me. This BOX trouble has been going on  for three weeks now. Enough is enough and too much is plenty!

Good morning, I keep getting kicked out of BOX and getting these errors. Can you please assist. Thank you,

Can someone ask Box when they are going to support the sync’ing of *.pst files?  

Is there a way to use some sort of token in the notification message so as to include metadata form the original submission form? We would like to have the name and contact information from the submitter (which is in metadata for the file) be available in the notification email sent as a result of a relay notification.

Hi! I would like to raise another ticket as we are unable to add users listed under our domain because they currently have a box account that doesn't allow them to be added to our enterprise account. Best wishes,Craig

Hi, please help me recover the deleted user and their respective folder. 

Dear Sir or Madam,I had an individual free account, but I mistakenly deleted it.When I tried to reopen it, the password reset notification did not go through. I then created a new account with a different email address, but the password reset failed again.Therefore, I would like to delete all the accounts once and restore the original account I was using. Could you please provide guidance on the necessary procedures?Best,Yamada

The company I work for recently migrated from dropbox to box and we are all having issues with the file ingestion process. Currently, we should be able to ingest a 3+ gb video but every time a video of that size is uploaded it gets stuck and eventually times out at 100% and never makes it into the box folder. A few qualifiers: -I’m tethered to an ethernet line that had 1gb up/down speeds. -We have turned off any mass ingestion processes from our local NAS servers. -This is happening across my entire global team (5 countries, 20+ uploaders)  Further note: If the file is under 1gb it will allow me to upload one asset like a trailer. But if I try to upload two video files (both around 150mb’s) the second one will time out as well at 100%.  Anyone have any insight as to how to handle?