Support Forum

I deleted a user that is no longer with us. I’d like to add their replacement but BOX is listing my Managed Users at 8 while I only have 7. My billing page says I have a seat open, but the “Users & Groups” page says I do not. Screenshots of the pages below.  Help.   

I was editing a PowerPoint file using Box Edit, and after closing it normally, the file became corrupted.The local Box Edit cache no longer contains the actual file, and I am unable to open it from the Box web interface. Version history is also not accessible.File name: 2026_AF社報告資料.pptx  Date and time edited: [today, approx. __ : __]  Folder URL: [paste the Box folder link here]Could you please check on the server side whether any previous versions or backups remain, and restore the file if possible?This appears to be a Box Edit sync/corruption issue.Only a shortcut (.lnk) file remains locally. The actual .pptx file is missing from the Box Edit folder.This is a critical business file and I urgently need to recover it.

Hi ...Working on files and all of a sudden the folder I was working in just disappeared! It's not in trash; this is several months of work!!!! Can you please help on this.

Thank you for your continued support.When attempting to open certain protected Word files stored within a box using a web browser (Chrome) and edit them in “Microsoft Word Online,”the following error occurs:“You cannot open and edit this document in your browser because one or more sections are protected.”Subsequently, I wish to delete the relevant file, but it cannot be deleted as the Recycle Bin is not displayed.I would greatly appreciate your support.

・アカウント設定→通知→受信する通知の選択　で関連するアクションにチェックを入れたが、関係者がBoXにファイルをアップロードしても自分のメールアドレスに通知連絡が届かない。何が原因か、どのようにすれば修正できるか知りたい。

Do I need to upgrade my plan as a collaborator to send unlimited e-signs or do I need to upgrade my plan? Please help. 

Hello,I cannot sign in to my box account due to my phone number is changed. I cannot get the two factor auth number. I have read the related topic:I tried to submit a ticket to our Product Support team from https://support.box.com/hc/en-us/requests, but the submit button doesn’t work.Thank you,

I'm currently unable to transfer admin responsibilities from a terminated admin to myself. We have access to the terminated employee's e-mail. when we attempt to change the admin roles, we receive a confirmation e-mail, but then get the follwing response when we click on the approve button in the confirmation e-mail: YOu do not have permission to confirm this administrator transfer, please log out and try again after logging in as the administrator,

I want to clean my box.com available space. Files was deleted but still shows 9.1GB used. Is it a bug? Guide me solution please!!!

I was attempting to carry out the following steps in order to switch the default email address to one with an alias: Link the target email address using “Link personal email” Change the primary email address to the newly added email address. Delete the email address that was originally set as the primary one. What I did: Linked the target email address using “Link personal email” → Confirmed that a verification (approval) email was sent. Before approving via the verification email, I deleted the newly added email address from the account settings screen (I mistakenly thought there was an error in the alias and intended to revert to the original state once). → Deletion completed successfully. Attempted again to link the target email address. → An error message saying “An error occurred while adding the account” is displayed, and I am unable to link the email address. How can this issue be resolved?

A user for one of our clients is being asked to type in an MFA code but they never set up MFA and their account doesn't even have the license to allow MFA.

Hola equipo de soporte de Box,Le escribo para informarle de un problema con el acceso a mi cuenta de Box.Recientemente desvinculé mi cuenta de Gmail de mi cuenta de Box. Después de hacerlo, ya no puedo acceder a mi almacenamiento de Box ni iniciar sesión en mi cuenta. Parece que mi método de inicio de sesión anterior estaba vinculado a mi cuenta de Gmail y ahora no puedo autenticarme ni recuperar el acceso.Agradecería su ayuda para restaurar el acceso a mi cuenta o asesorarme sobre los pasos necesarios para volver a vincular mi correo electrónico o actualizar mis credenciales de inicio de sesión.Por favor, hágamelo saber si necesita alguna información adicional de mi parte.<removed personal information> 

Hello,I have subscribed under free plan to check the services and features, so when clients sign the file and completed then getting an email with *An error occurred while processing the signature request. Please initiate a new signature request.*Please advise ASAP.Thank you!Shailesh Patel

Don’t see in box where I can enter my job title and company so I don’t have to enter in new each time when I sign a document in Box Sign. 

I am getting very frustrated with Wealthbox.xom and Box.com.  I completed a document migration 2 weeks ago, I have the Box.com account but my other users for Wealthbox are being forced to get a Box.xom subscription to access files that we imported.  This is my second attempt at getting an answer from support at Box.xom, which I am beginning to feel is all a scam.

The individual uploading files has confirmed that she is sending them, I have been able to access all others from her in the past. She has uploaded one 3 times now and I am not receiving the invitation at all. 

My company told me to reach out to Box.com support to help solve this issue. I must start off by saying the process of trying to contact Box.com support is incredibly frustrating and makes me want to consider using a different service instead. The person who previously held my position had a Box.com account with all of our Marketing & Sales files for the team to easily access. My property just purchased a new Box.com subscription for me, but when I went to request an account transfer, the former associate’s name/email does not show up with an account associated--I'm guessing this is because she left the company months ago. Can someone from Box.com please open a support ticket to help me recover this account and transfer the files over to my new Box.com account? I was told by my company that this situation will be handled by Box L3 collaboration support completing the transfer.

Hi,I have upgraded my plan from free plan to business plan in 2026/01/05.Noticed that business plan allows for 3 users with individual account in single orginization.Once the accounted upgrated to the business plan, I have tried to add the other two users.Howerve I noticed that we have been requested to pay for the other  2 users.Pls help to share the mannual of adding the  other 2 users, thanks a lot.If we can not add the other 2 users without additional payment, I am comsidering to cancel the business plan,can you pls advice how can I cancel the plan?Thank you and have a nice day. 

I got asked by one of my colleagues if they had to create a new box account or if the folder I shared with them could be viewed on their current account - is this possible? And if so, how can I do this?

My current email address will expire next month. I tried updating it through Account setting → Link personal email.However it failed and showed an error message ‘There was an error while trying to add ~~~@~~~ to your account’ 

Greetings,My company has recently moved from SharePoint to Box, which has been mostly trouble-free. However, when working in Word Desktop mode in Box, the ‘@’ function to flag reviewers is not working.  I rely heavily on this to alert multiple reviewers to time-sensitive input. thank you,Flowers Lovern

How do I change the Primary "owners" account email adderss? I have access to the account but cannot change the owners primary email address.

In my Box account, there are several folders (that I created) that are missing, and I cannot find them in the trash bin. I would appreciate admins assistance on locating these folders.Thanks

In Box Drive and box.com on my Mac my folders used to expand on the same page so I can still see all my folders. But recently when I double click on a folder, it only displays the content of that one folder and I have to click on the back arrow to get back to the main page. How can I get back to expanding and compressing folders on the main Box window?I wonder if upgrading to Mac Tahoe had something to do with it.NOTE: My Mac Finder is already set to folders open in new tabs instead of new windows, but I don’t want new tabs. I want the Box folders to expand in the main Box window. 

Support / Community:Our team uses file tags to help categorize and assign values to files. These are of course visible and searchable while logged onto a browser but outside of that it appears they are NOT available. They are especially concerned with BOX mobile app.  Like the browser, if assigned, they should be visible and searchable.   Can someone help with this out users are asking for this ability? Thank you in advance,Pete