Support Forum

Firstly, I’m unable to have my payment details accepted, it says: There was an error processing your requestI would like to be able to upgrade my plan, but my payment isn’t being accepted. And secondly, I can’t seem to be able to raise a support ticket. All I see when navigating to support is “Box Community’ as below. But how do I raise a ticket? I would like to be able to upgrade my account urgently.Thank you

C:\Users\User\Boxにtest.txtがある場合、Boxフォルダで検索をしてtest.txtは検索されるが、C:\Users\User\Box\AAA\test.txtの場合、、Boxフォルダで検索をしてもtest.txtは検索されない 

Hi,We have lost access to our admin account to the 2FA enabled. Our backup codes no longer work. Please assist in resetting our 2FA.

How do you change the “Owner” of a folder when the owner since the owner is no longer with our company?

Hi,  I’m trying to copy or move folders via collaboration but “Escalation of privilege” error shows up.. 

Hi sent an email in October 2025 requesting for subscription cancellation and refund as money was taken  from my account that very day.The subscription has never been used , it’s not needed.I haven’t received any response in 3 weeks.can you please cancel subscription and refund my money.Thank you. 

Although my files are updated on Box-com, the files I work on on my work computer are up to date but the files listed in my explorer for Box on my home computer are not up to date. In addition refreshing the folder in question results in a message that say the folder is up to date but unfortunately they are not.

I cannot log into Anderson Business portal because the phone that had the 2FA set up on it was lost. Anderson Advisors told me to contact Box support because the portal is managed by BOX.PLEASE HELP.

I have someone who is trying to make a file available offline, it is about 25GB. He has a brand new iPad, so it isn’t a storage issue. When he attempts to make it available offline, it syncs for a very long time, then he gets an error. Is there a recommended file size to avoid this? I told him to break it down into ‘chunks’, but I’d like to know what the cut-off is before it errors out.  I made a 1.4GB folder available offline, and it synced for over 25 mins. - I stopped timing it after that, so I don’t know how long it actually took.

An email/account for Box (not this current account) was migrated to the Google Workspace my current (this) user is a member of and is an alias to this user account.Even if I change the primary Email for this user to the old Box account, I cannot Google SSO into the account. I need Google Auth removed from the other account as I cannot access my files or the support portal using that email address.

Hi, I reached my sotrage qouta on my account, then I delete 2 folders, 100 mb each:1x thorugh box Drive on windows1x thorugh online client (box.com) My issues areThe total storage is still full (so my deletiosn had no effect) I get Upload errors due to lack of storage in my Box Drive (Windows client) Box Drive doesn’t sync the deletion of the folder through the online client I know there is a script that box operators can run to fix this issue on my account. Please run it now, thank you. Mat. 

You will receive the following message within 15 minutes of receiving the email:Please resend.This email verification link has expired.The email verification link you clicked has expired. We apologize for the inconvenience, but please contact your account administrator to resend the verification email for the account you are trying to access.

Hello - my domain and email has changed - how can I get it updated in Box?

I am trying to add a new user and keep getting error message and have not found any way around it or a support chat box or a phone number to call for help.  Get the user failed and the popup box saying “Groups and Folders selection, as well as User Settings for existing Box users, will be available after the user(s) accept their invite.” and the little yellow ! that says “Email already used in a Box account but not associated with an enterprise”    Which is exactly why I am trying to invite this user to join.  (Ps, the user I’m trying to invite is my boss so please help)

I having an issue connecting Box.V2.Exceptions.BoxAPIException: 'The API returned an error [BadRequest | .0cbc72c974e03a4b44c5383f077160b8] invalid_grant - Please check the 'sub' claim. The 'sub' specified is invalid.'

I’m on MacOS. I have a box folder with some markdown (.md) files. On both Firefox and Safari (the only two browsers I’ve tried) when I open them, the text appears in light grey over a dark grey background. It’s impossible to read, so I have to download the files and open them if I want to read them. Is that a known bug? (I’m using the light theme on my Mac, if that matters).

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Trying to update a user's email address and I am getting an error message that the new email address is invalid.

I just downloaded box but it won’t launch properly, the icon is greyed out and won’t turn bold/black. I tried logging in via my company login, and it works. The problem is I created a personal account (Box pro) but it won’t launch properly, the login page keeps looping.

Hello,I’ve been experiencing some issues with Box, the files I upload are not syncing to my boss's local Box drive, but then when he goes online he can see the files. It appears that this only happens to his computer, since all my other colleagues can see the files syncing in their local Box drive.Please help. Thanks! 

We’d like to run scheduled weekly/monthly Box reports, and have them received via email, so we can do some automated processing/distribution of report data.Is this supported? Or is there some alternative way to approach this?In current state we need to manually download the reports from Box and then upload elsewhere, which is cumbersome. I would imagine we could use the box API but we are hoping for something that is more end-user friendly so they can take ownership of their data.

I was invited to a shared box my Andrea Maciel and again by Ben Kurzius “Lee County HFA - Hawk's Landing Bond App” when I try and access the folder an error message states: “Oops! We can't seem to find the page you're looking for.” Additionally, If I’m just in my regular box account and go to notifications I see the request from Andrea Maciel, but when I click accept  I receive a pink error message stating “Oops! There was an error. Please try again later.”

Since the phone number for two-step verification is the old phone number, could you tell me how to change it to the new phone number?

Hello,I am the co-owner of several folders but the owner has been deleted and we cannot find the folders anymore as they have been removed.As we need the files urgently to keep working, how can we recover the folders? Thank you.

Hello, I would like to change my payment method from credit card to bill.com but the option isnt available under "new payment"