Support Forum

Hi, We've been experiencing an upload issue recently while uploading many folders in bulk. for example. we are uploading 10 folders with 1000 files. 100 files/folder. The upload was finished, and 10 folders were created, but only some of the folders had files inside them. The final result will be 10 folders and 300s files. most of the created folders are empty.We have checked our firewalls, and tested on many computers and can't get different results.

I get this error with the a download button, “This preview didn’t load because the file type is unsupported. Please try to open or download the file to view.”I’ve downloaded the file and it doesn’t open.I’ve made the browser extension changes recommended and nothing happens.Help!

I am a newbie.  I would like to migrate data from existing Citrix/sharefile system.  Box documentation says that I should contact support to get access to the feature.  This moves me into a circle of hell without exit.  Each time try to contact support I am placed in the forum and I am told to log in and then I am placed back in the forum.  Suggestions?

I’ve run Box for several years.  Sometimes, I’m unable to open Word even though Box Tools is installed.  I’ve always figured out a way -- refresh, restart, reinstall -- but today, nothing is working -- the final choice, install again, failed..  So, I’m unable to access my Box documents.  No reason to keep my account if I can’t access my documents.  Anyone able to help? 

Have a free personal account and when I try to download documents, am told to upgrade yet I’m only using 1.3g of the 10G given.  Appreciate all assistance. 

I recently changed the primary email address for my Box account.  I just tried to log in and I am getting the following message:The Box account <my new email address> is already linked to another Google account. Log in to <new email address> and remove the association to continue. I have gone into my old Gmail account and the new account and removed the Box association, but it’s still not working.  Need some help.  THX

I'm logging into my box account for the first time in about 2 weeks, and most of my files are gone. These files contain everything I need for my school year (teacher here), how can I find them?!

My logs have been sent successfully and I need to create a support case.   Irene Davis

I need to upload several files, that are not large, but I'm unable to upload them due to account storage being limited. I'm using a business account and I'm working on a time sensitive project. How do I fix this issue??

Hi! I’m trying to get my email verified, but when I clicked on the link, it said the link expired even though I had just received the link in my inbox.

Hi, I have a box account with shared folders where clients are uploading documents and I have editor privileges. However since the beginning of this week, I am unable to open or download any document saved in the folders. Your support on this matter would be greatly appreciated. Many thanks.  

The error “Email already used in a Box account but not associated with an enterprise” occurs because the email address is still linked to a personal Box account, even if the user thinks they closed it. Box treats that email as active until the account is fully purged from their system.

I already opened a ticket for this issue but apparently I must use the old email address that the box account was originally created under (my email has since changed). I lost the device on which my 2FA was created so I’m unable to use 2FA to access my Box account. I’m creating this duplicate ticket under the email address the box was originally associated with (per box representative request) to “further verify the account.” Please provide assistance as this whole fiasco has been chaos. Thanks

BoxSignの受信者設定についてご相談です。以前は、同じ担当者を異なる署名順で設定することが可能でしたが、本日確認したところ、同一担当者が自動的に同じ署名順に変更されていました。この仕様変更により、従来の署名フローが利用できなくなり、文書の回覧が滞っております。つきましては、本件についてご対応いただけますと幸いです。お手数をおかけしますが、よろしくお願いいたします。

The allow box to connect to box tools i get when i choose “open on desktop”  I did allow local network access and add urls to allow list.  same error.  it works in opera and edge, but not chrome (version 142)

I have created an account to report phishing content and redirection hosted at box.com https :  /  /  app  . box  .  com  /   embed  /  s   /    66xf5vp5uxd0bhudynd6u3myhqjnwgd6? The above link is malicious and should not be accessed. I could not find any way to submit this.Most websites have an easy to find and report abuse form that doesn’t require making an account and then trying to find a way to report such maliciousness. I find box.com really needs to make it easier to report issues.

Hello! I’m trying to migrate 4TB of data from Engyte, but Egnyte is not listed in the options for sources for standard migrations. What are my next steps? Thank you! 

I'm using the BOX Graph Connector, but it's been more than 10 days since the last synchronization. What is the synchronization cycle?

I accidentally deleted a user from my corporate account. I need to restore a deleted user.please tell me what to do？

I have tried numerous times to reset my password of an account and I’m not receiving the reset email in my inbox, spam,etc.  I have commented 2x on posts, however I have not had anyone reach out to me regarding my ticket. Can you confirm someone is looking into this? Do I receive an email or should I keep coming back here to check for messages? 

AzureとSSO構成しようとすると、以下のような表示がされ連携ができない状況です。SSO接続を作成中にエラーが発生しました。Boxユーザーサービスにお問い合わせください。 IDプロバイダ: Azure解決策をご教示いただけますと幸いです。

Good day!  I am wondering about a recurring problem that I am having when I try and update an excel file in Box.  There are times when I am trying to move/copy a spreadsheet into another excel file and I get the error “Excel cannot insert the sheets into the destination workbook, because it contains fewer rows and columns than the source workbook.  To move or copy the data to the destination workbook, you can select the data, and then use the Copy and Paste commands to insert it into the sheets of another workbook.”  And for the most part, I can do this.  However, I do have certain worksheets that I am trying to move into another workbook that have graphics where simply copying and pasting doesn’t work.  I am wondering if this is an issue because the workbook is in Box or if its an excel issue.  Has anyone else experienced this?  Any guidance is appreciated.  Thank you so much!

I am experiencing a critical issue with Box Drive on my Mac running macOS Sequoia (15.0). Despite a clean installation and multiple troubleshooting steps, Box Drive fails to mount or appear in Finder, and the Box folder does not appear in ~/Library/CloudStorage. There is also no Box.log file generated in ~/Library/Logs/Box/, and nothing relevant appears in the system log during launch.System Information: macOS version: macOS Sequoia 15.0 Box Drive version: [insert if known, or “latest as of June 2025”] User type: Individual user (not managed by enterprise admin) Steps Taken: Verified that ~/Library/CloudStorage exists and is writable. Performed complete uninstall and reinstall, including deletion of: ~/Library/Application Support/Box ~/Library/Caches/com.box.desktop ~/Library/Logs/Box ~/Library/CloudStorage/Box Granted Full Disk Access to Box in System Settings. Confirmed that no Box-related extensions are present in systemextensionsctl list. Ran log stre

We are trying to upgrade our plan and there is a payment error, it asks to verify all fields again or contact support. We tried multiple cards and the same error occurs. Please advise on how we may proceed.

Hi all! Is there a way to bulk create folders (200+) from a list of folder names?  I found this from several months ago, but it looks like it wasn’t possible and the link to the support group no longer works. Thanks!