Support Forum

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"

can I have box sync phone pics to box? Can do with OneDrive.

why do I always have to uninstall box cloud tools and reinstall every time when I switch from laptop to pc when I want to open spreadsheet in excel?

I recently upgraded to the paid version of Box.  I am trying to follow the instructions to install Box Drive and I understand that it should un-install Box Sync and install Box Drive.  When I click on the Box Drive install file it asks me to log into my Box account in my browser and I do so and then it goes into an endless loop of asking me to log in over and over again and Box Drive never seems to get installed.  How can I get help to get past this?

Hi, I started copying a synced folder and subfolder when it failed. Now I’m trying to delete the folder and it wont allow me. I tried setting up another account and sharing as a collaborator which worked and the folder appeared on the other account so then I tried to change ownership to the other account and it wont allow that either. I think it believes it is still copying as I get a the message it is in use by another operation. Any ideas greatly appreciated. Pete

Hi,Files in my Windows Explorer appear as not synchronized (have no blue check mark), but they appear in my box.com account. Since I mostly work with windows explorer it is confusing. Can you help? BR Olof

Hi, I am sharing documents with external parties using My Box Notes. I recently received messages from external parties saying they cannot view the documents, and each person had the following inquiries. Is there a solution?1) It seems that the Box Authenticator settings were insufficient, and I can no longer access the content. Could you please reset the Authenticator settings for my account? When I click the BOX link, it takes me to the 2-Step Verification page and asks for a Backup Code. I am using MS Authenticator. 2) I am using Microsoft Authenticator. I cannot log in to BOX, so I cannot reach this screen and cannot obtain the QR code. Thank you, and hope to hear back with a solution.Best,Minami

Hi. I need to use Box for a client, and I can only use it with my Yahoo email (not very professional). I tried to sign up for a new account to be told my work email was not valid. I tried to add that email to my Yahoo x Box account, so I could switch it to being the primary email. Same message. There is nothing mis-typed, no extra spaces etc. It is a valid email format (.co.uk) What can I do? 

I  use FileZilla as my primary ftp client to transfer files to/from my box.com account, and have been doing so (successfully) for years. FileZilla fully support TLS 1.2, and all modern ssh protocols. However, with the last recent builds of FileZilla (3.53.0 currently), connections to box.com (using implicit FTP over TLS) cause FileZilla to throw an error - complaining that box.com (as the server) "This server does not support TLS session resumption on the data connection." I posted a query on the FileZilla support forum, since I hadn't seen this error before. I pointed out that a somewhat earlier version of FileZilla connected with box.com, with no reported errors. I had assumed (and suggested) that the problem might have emerged with the latest point update to FileZilla. To which they replied: "Wrong. The problem is always there, it just happens that FileZilla 3.53.0 is the first version to actually report it. In other words: The connection was always less-than-secure, you just were u

I set up a folder on Box and share it with several collaborators form the same external organization at “Editor” status. One of them was able to access the folder and upload documents, and another cannot access at all.We have tried resending him invitation, and using incognito browser window to open the link. Nothing works, and it’s getting increasingly frustration. Can someone help with this issue? Thx!

Dear all, greetings. I’m a beginner user of Box in Japan.Currently, I’m using Box Drive.I’m facing an issue where, after opening and editing a file (Rebro) within Box Drive, I cannot overwrite or save it with a new name back into Box properly. I get an upload error.Let me explain the attached image.One day, a blue cloud icon appeared under the “Status” column, and since then, this issue has started.Files with “$$$$” at the beginning of the name are ones I created while trying different solutions. These files have shrunk to 1KB in size and cannot be opened by others.The file marked as “Updating” (with a circular arrow icon)—in the image, it’s named 20251031.reb—is a file I saved with a new name. It can be opened, but I get the message:“The file is either in use or you don’t have access rights. Do you want to open it as read-only?”This situation has persisted for over a week, and I’ve tried uninstalling and reinstalling Box Drive, but it hasn’t improved. I would greatly appreciate any ad

Hi there,  I’m trialling box for my company, and I’m looking at adding in my MD to explore it with me. I have 2 free seats left, yet when I try to add him it tells me it’s going to cost £336 and will expand my seats from 3 to 4. I don’t want to add any seats, I just want him to fill the second seat.   Am i doing something wrong? Cheers, Charlie

If I share a folder from my enterprise account with a guest, does the guest have the same file size limit as my paid account?

Hi! I accidentally deleted a whole folder that contains a lot of files. I tried to go to trash to recover, but it shows the folder is still being deleted. When can I expect this to be done and go in to restore the folder? It’s a very important folder that contains a lot of my photos :( 

How can i change my email address?

Hi. HAve moved to new laptop. Old one sitting beside me has Box in the Outlook folder pane. New one doesnt. Have logged in on the new laptop and installed Box, now on setup, go to a new email, Box is there, click to open to go to Allow screen, but is hanging on Box is working on your Attach from Box request. Won’t move on.Apparently this community is the only Box support - leastwise that I could find i.e. no chat or access to a support ticket so hope someone out there can help. BTW have done everything you world expect meantime. 

My account is missing folders in it now after this incident;https://status.box.com/incidents/b86lj6nth68sIt has a main folder called “Releases” and a bunch of folders files in that path.  The whole thing is gone now.

Hello Box Support Team,I accidentally deleted a file from my personal Box account, and it contained important collaborations.Could you please help me recover the file (including the collaboration settings) if it’s still possible? File name: [Ada’a 2025]Date of deletion: [30-10-2025]Email associated with the account: [ [removed by moderator] ]

I am being shared files/folders within a team.  One member shared a folder that I can see, yet anytime I click on a link to view a project file or was invited to collaborate on a file I cannot open the file.I get a Box error message "cannot open that page" (the link is correct) and I have confirmed I am not over my storage limit. ??? I would appreciate any tips to help resolve.   Thanks!

I was always able to copy files from one folder to another. And now, how do I get a message that says You cannot copy this file because it leads to an escalation of your privilegePlease advise

Hello, I have accidentally cut and pasted folders from Box Drive to Desktop but some files did not get copied. Now, i have to restore those folders in box drive to previous version. Please help me with this, or please suggest if upgrading the account might help.

I am the Admin for our Enterprise account and I have a user account.  I would like to link an email to my user account.  My last name changed so I would like to add that new email to my existing user account.  I would like to have both emails active in my user account.  When I try to link an email address in my user account I get an error message stating you cannot use an email address from an unverified domain as your secondary email address.  It is the same domain as my former but still valid email address.  What steps should I take to complete the new email address linking?

A user raised a concern on being updated of the Box folder, where he doesn’t even try to open the folder. It happened twice in a day, which lead to safety concerns. Please help me find the details of the last update of the Box folder.

Hi - i deleted a user earlier today who downloaded some files (also ealier today) how do i see what files they downloaded?