Support Forum

Hi everyone,I am currently using Box.com to share documents with a client, and they are experiencing an issue. When the client requests a password update, they are not receiving the email with the reset link. They have already checked their inbox, spam/junk folder, and other folders, but the email does not appear anywhere.Could you please advise on how to resolve this issue? Any guidance would be greatly appreciated.Thank you for your help!Best,Val

Dear Box Support Team,I am experiencing an issue accessing my Box account due to two-factor authentication.During a recent phone update, the authentication app I used for 2FA was removed from my device, and I can no longer generate verification codes.Because of this, I am currently unable to log in to my account.Could you please assist me with resetting or disabling the existing two-factor authentication method, or provide an alternative way to regain access?If needed, I can provide any additional information or identity verification.Thank you in advance for your help.Kind regards

Hi, I have 2fa enabled on my Box account.  I recently switched phones and lost access to my authenticator app. Is it possible to reset the 2fa on my Box account? Thanks!

I’m on Mac OS X v12.7.6 (last Monterey version), and have tried this on the most recent versions of both Chrome and Firefox.Box Sync shows “Error Syncing 1 File...”. It’s not important to me that the file is backed up to my Box, so I’d like to exclude it from syncing. As best I can tell, I should be able to right-click on the file in my “Box Sync” folder on my computer and select a relevant option, however no Box-related actions come up when I right-click. I’ve scoured what I can find in Help and Support resources but I don’t find any solutions.(I have seen that there should be a “Lock” option, it is not there. But as an idle question, if I could “Block” the file, would that result in ignoring the file during the sync process?) Please don’t point me to the standard “recommended actions for error sync” troubleshooting instructions (see below) ----- the “recommended steps” are not useful/do not applyhttps://support.box.com/hc/en-us/articles/ [removed by moderator] -Box-Sync-Troubleshooti

I am trying to add a new user to our Box tenant but every time I have tried to add them I receive an error stating that their "Email already used in a Box account but not associated with an enterprise."Per a previous post, we can hit "Save" and proceed. However, when I select "Save" I then receive the error "Cannot add new users. Please try again." We have 1 license left for use so I don’t believe it is a licensing issue. Please assist

BOXの招待メール、確認メールが届かない事象が2件発生しています。11月上旬に外部ユーザー宛にBOX内の特定のフォルダの招待メールを送信したが届いておらず、確認したところ外部ユーザーのメールアドレス側で社外メールが受信拒否となっていたたため、解除しました。解除後、対象フォルダの外部ユーザー一覧にて「保留中」となっていたため「再招待」を実施したが下記事象が発生しました。-----------------------1件目：再招待を行ったところ招待メールは届いたが、メールアドレスの確認メールが受信できない。 2件目：再招待を行ったが、招待メールが届かなかった。「保留中」を一度削除し、再度新規招待を行ったが、招待メールが届かない状況。----------------------- 下記既に確認済みです。・初回の招待時にメールアドレスが存在していなかったため、管理者画面の「抑制リスト」を確認したが、対象のアドレスはありませんでした。・対象アドレスの迷惑メールボックスにも招待メールは届いていませんでした。・対象アドレス側で、社外アドレスのメール送受信テスト実施済ですが、問題ありませんでした。・メールアドレスに誤りがないことを確認済みです。・下記サイトは確認済みです。メール通知の問題に関するトラブルシューティング – Box Support 1件目について、招待メールは届いたが、メールアドレスの確認メールが受信できない状況で一度招待を削除し、再度新規招待する必要がありますか。2件目について、対処方法をご教示ください。※本問い合わせは顧客の情報を含む可能性があるため、プライベートにやり取りを行いたいのですが、可能でしょうか。コミュニティ全体に公開されないやり取りの方法があればご教示ください。 I translated Japanese to English.Two incidents have occurred that BOX invitation emails and confirmation emails were not delivered.In early November, invitation emails for a specific folder within BOX were sent to external users but did not arrive.

I am trying to setup 2-step verification with the next action but it can not work.Click “Set up” at 2-Step Verification on Account Settings Clich “Next” at Set Up 2-Step Verification Then I see 3 vertical bars on the window at Step 1 instead of QR code which should be shown on the window.I re-stared my PC but no change. I tried the same with my Mac but no change. (same situation)I would very much appreciated it if someone could give me any suggestions to fix this problem.

I have unlimited storage and we own all the folders.External users upload files to us. We can no longer upload because the 10gig limit has been reached.  What is causing this error?

An employee at an external supplier has left the company. How can its user rights be disabled best ? He may have access fot various BOX-folders.

I previously subscribed to the Personal Pro $10 plan some time ago. Recently, as my storage was full, I decided to upgrade. During the process, I was shown the Starter $5 plan, which clearly stated “All Personal Pro Features, plus”, and listed benefits such as 100GB storage and 2GB file upload limit. However, after completing the purchase, my account storage did not increase to 200GB as expected, and the additional features also do not seem to reflect what was stated.Could anyone help please clarify:Why my storage did not reflect the upgraded total capacity?If the Starter plan includes all Personal Pro features, why are those features not added to my account?Does the Starter plan add on top of Personal Pro, or does it replace the existing plan?How exactly should the storage and features be calculated based on these plan descriptions?  I’d appreciate all clarification on this matter. Thank you.

I’d like to use the Box for Microsoft Office (Desktop). How can I solve this?microsoft365: business standardbox account: individual  

I’ve a user with the error mail already used in a Box account but not associated with an enterprise when I try to add them manually in the admin portal. I have tried what Box tech not says to select save a second time and the user will be saved. This is not working for this account I just a get continuous bouncing icon: <image removed; personal information redacted> 

We are receiving the following e-mails:This file violates your organization's SSN Check policy for containing Social Security numbersIs says for the admin to review these but we can’t seem to find them.  Going to Governance → Content Security → SSN Check → Action → View Quarantine Files just returns a msg “Oops, we can’t find the page you’re looking for” and returns to Content. Does this function work or is there something wrong? Thanks, Jason

I can’t upload a profile picture. I get an error message saying that the image has to be either JPG or PNG and smaller than 1MB. I have tried multiple images in both JPG and PNG formats and all are much smaller than 1MB. They have ranged from 150KB to 300KB.  I’ve been using Box.net/Box.com for 15 years as a paid user. This is my first time trying to contact support. I am surprised and disappointed at how difficult it is to find where to submit a support ticket. My concern is what would happen if something critical were to happen.  Where can I submit a support ticket? Why does Box make it so difficult?!?!?

I am now getting a box asking to confirm move when moving files from one folder to another. It happens for each file being moved. This just started up and I move files daily so would like to turn this off but cannot see ow to do that. 

Hi, I face one condition, when I access one box url which is given by customer by edge browser, it show message as belowConnecting to a Wi-Fi HotspotYour current Wi-Fi connection (public Wi-Fi) may require you to switch to [removed by moderator] But when I use google chrome, it can normally access it. Is there setting which I can adjust in edge ? Thanks

I am receiving the following message when trying to add a user:  "Email already used in a Box account but not associated with an enterprise."

How to add other people to a box folder if the folder owner becomes email becomes inactive?

Hello, My storage shows it is full, but it's not. One folder shows 22GB of storage, but the sum of the files is only ~2GB. Can you please run your script to fix it? Thanks in advance.

Ive used box for many years, but now uploads are very slow at box via web page, so slow i gave up and went and joined Mega no problems there full speed ahead, if you cant fix this problem Im done with box. Michael.

Due to an Authenticator malfunction, I was unable to log in, but I managed to log in using a backup code. However, since I cannot use a backup code every time, I would like to delete the currently registered multi-factor authentication method and re-register it.If I delete the currently registered authentication method, will I be automatically prompted to set up multi-factor authentication again? And if so, should I simply register the multi-factor authentication there?

Bonjour,Je m’occupe de l’IT dans mon entreprise et un de mes collaborateur a un soucis avec ses 2 comptes BOX.Quel est la démarche pour demander la réactivation?Merci

It won’t update. An earlier post said to uninstall the older version and download the new installer. I did so but, instead of installing 2.48.250, now it’s looking for “the installation package ‘Box.2.47.168.msi’ “ and it is nowhere to be found, so it says “The older version of Box cannot be removed. Contact your technical support group.” (There is no “technical support group” -- I’m an individual user.) Even after I uninstalled it, why would it say, it can’t be removed?!?Now I can’t access my files on my desktop through File Explorer. :( 

Hi, I've noticed in the last week or two that when I go into any folders, it's sorting by alphabetical. It used to sort by Last Updated at the top. What changed? Or is there a setting to change this from sort alphabetically to sort by updated? I know a ton of people in the community wanted folders to sort alphabetically, but I'm one of those who would rather have the default be "updated."

Cannot find files and folders that were uploaded into BOX for several years now.