Support Forum

Bonsoir  Je désire supprimer mes licences et si possible me faire rembourser la facture INV10422297. Cordialement, Gilbert MICHEL

Hi everyone,I’m having trouble accessing my Box files from the web. Whenever I try to preview or download any document, it just keeps loading or gives an error saying “Something went wrong, please try again later.”I already cleared my browser cache, tried different browsers (Chrome, Edge), and even checked my internet connection — but the issue is still there. Interestingly, the mobile app works fine, so it seems to be only a web issue.Is anyone else facing this problem recently? Could it be related to a new update or something on Box’s end?Would really appreciate any suggestions or fixes.Thanks!

Hello,I noticed today that I was over my storage limit. I use Box Storage for business documents so I upgraded to the business planHowever, when I upgraded, all of my files and folders have disappeared. I shared a couple of folders yesterday and all gone. It looks like the only files I have now are ones that have been shared with me. Does anyone know how long it takes for the files to return is there a contact I can email or talk to if this issue persists?

I have been using google sheets to edit my spreadsheets all along, including this morning, and now I only have access to Excel online.I have shared this spreadsheets with panelists and they are unable to open their sheets in google sheets as well.What can I do??

I have deleted old files, but Box is still saying I have no space. I have emptied the bin and deleted all my old files. Please help!

Trying to change email addresses. Added the new email, verified it fine. When I try to make the new email primary, the error dialog is: “there is a problem updating your primary email.” What do I need to do to change my email? Btw, using the web browser client as the iOS snd iPadOS apps don’t show the profile. Thanks in advance, Mike

There are missing folders from a folder. I'm the admin and have done a search but can't find them. How do I contact Box Support for help to restore the last version  of the folder?

I'm currently in the free trial period for a Business license.I'd like to test Box Shuttle, but it's not listed in the contents of the management console and I can't use it.Where can I use it? Is it not available with a Business license? ー ー ー 現在、Businessライセンスの無料トライアル期間中です。box shuttleの検証をしたいのですが、管理コンソールのcontentsに表示されておらず利用ができません。どこから利用ができるのでしょうか。Businessライセンスでは使えないのでしょうか。

I have seen a couple instances of a suspicious session alert that references a second session for a user a few minutes after a normal login.  The first session shows the user’s normal location, and the second session (in two alert instances) shows this:Registrant Microsoft Azure Location Singapore, SG Host Name unknown User Agent MSOCS Service Name Box for Microsoft Office (Desktop)  This looks like a session that may be created by the Box for Msft Office function, but the fact that Box Shield is flagging it as a suspicious session makes me wonder.  Has anyone else seen this type of alert, and determined whether it is innocuous or malicious?

Hi Box,I have account binded to email that I dont have access anymore,  so I can't recover my expired pw anymore. Please help. BestRoman

I wanted to change from SMS 2FA to a authenticator app, and had to first remove my SMS 2FA to be able to do so. Then, two problems arose: - When trying to activate the 2FA with an app, it will keep 'generating' the QR code, but never show one, so I cannot add it (I tried different browsers already) - When trying to activate the 2FA with sms (like I had before) it keeps saying that my phone number is not valid, whereas I am sure it is correct (I tried with / without country code, etc) The result is that I now cannot configure 2FA. Can you please fix this asap?

Our company just started using the Business Plus platform, and I am unable to upload any additional files. I am receiving the “Account Storage limit reached” error.

Please help me as I am unable to upgrade my plan from Individual to Personal Pro or all other plans and I get an error.

I deleted an app that had a public key to connect to bubble.io, but I deleted the app and created another one, but it won't let me add the key again, I would like to check how to resolve this situation  

有料会員の作成したフォルダに招待され、作業を行っていたが間違ってそのフォルダーを削除してしまった。私は無料会員で作業しています。ごみ箱にはそのフォルダーが無く、フォルダー管理者に問い合わせしているが見つかりません。削除してしまったのが2025年9月15日で、もうすぐ一か月が経ってしまうため、早急に復元したいです。BOXサポート側で復元処理はできるか教えてください。

Please delete the account that created this post, thanks. 

I keep getting the following message when I try to share a folder/file with this external vendor: Invitations could not be sent to the following people because collaboration is restricted to your enterprise's collaboration allowed list: Xxxxx@orionind.com I asked the external vendor to share a folder with me and he got the exact message but with my email.

Box Support Representative,Could you please disable the SSO-required mode configured for the tenant?Trial TenantAffected Account: [removed by moderator] Reason: Unable to log in via SSO, preventing access to the Admin ConsoleWe sincerely appreciate your assistance.

 I've been trying to create an account with an email address for a few days now, and the confirmation email hasn't arrived to complete the registration. I've tried all the instructions here in the community, and it still doesn't work.

Hi I am trying to authorize Syncovery to my BOX but when i add the code (nothing happens)I can log into box on this pc . i tried to copy the link supplied by Syncovery to my phone an i get the same thing just hangsI think the orth may be broken on my box account RegardsMichael

 I added a new user, but I didn't receive a confirmation email and can't log in. I tried to reapply, but I didn't receive an email.  I will receive everything except the confirmation email

New User <personal information-redacted> not receiving confirmation email. Please remove from suppression list.

Hi everyone,I am trying to create a support ticket but it is almost impossible to find any useful instructions or links in the Box Knowledge section.Here is my issue:I am attempting to send an invitation to a user to join our enterprise, but the system will not allow it because the user already has an existing Box account registered under our company email domain. That account is not licensed or linked under our enterprise.Can someone please assist or guide me on how to create a support ticket so I can get help resolving this issue as soon as possible?Thank you

I have a google workspace account and my email address has changed. When I try to login to my box.com account, I get an error saying I need to use the old email address which is no longer possible. How can i fix this or delete the account so i can start over?

hi guys, seriously need your help here. i can’t login to the portal (thankfully my android app can still work but i can’t do much with my phone). what happen was, i have been using box for more than 10 years and i’ve been using my email to login. however, 1 day, i forgot about this and chose to login with my google account. both method of login (using email and login with google) are using the same gmail account. i think there’s some issue here where the system can’t recognise it.