Support Forum

Hi, we have Box Business with three users. It says unlimited storage but somehow only the admin has unlimited storage, the two other users only have 10GB. How can this be solved?

As of this afternoon (December 17) my entire team lost access to Box Edit.  We are running MacOS. Even though it is installed and the extension is active in Safari, it is not working.  It has been uninstalled and a clean install done and extension reaactivated but when I try to open a file in Box, it gives me an error that it is not possible as Box Edit is not installed, even though it is.  

I’ve been running POCs to get a Creative dept project off the ground and Box has been the frontrunner. Completed initial Single Sign-On (SSO) config w/ our Okta tenant late last week, but the status has been stuck at “Awaiting file connection” ever since. No change, no email notifications, and no option to cancel or retry.I can’t find any documentation suggesting there’s anything I can do other than “wait 24 hours,” and it’s been well beyond that. No way to open a formal support ticket. The team is already questioning whether Box is viable based on this experience (“...if this is what support is going to be like”).Does anyone have any advice? We’re completely blocked until SSO is working. Appreciate it in advance!

Hello, I have a metafield template with 3 fields, however, when I search for items by the metadata that I know is assigned to certain files, my search brings up nothing and says:   What's going/how can I fix this?

Good morning, Is the Box Relay features available via the Box API? If not, is there any plans to expose endpoints for Workflows? Thanks!

I'm using Box Drive for Windows. I tried logging out and logging back in, butI got a pop-up message saying "Unable to Connect to Box" and couldn't log in.I can log in to Box using a web browser.I tried uninstalling and reinstalling Box Drive for Windows, but I still can't log in.Could you please support me?

Please advise how this box folder has gone missing. What are the ways we can prevent this from happenign in the future as well as how do we recover this critical folder?

I’m configuring a template that will have a bunch of questions the signer will need to answer yes or no to.  I created a sample document with the fields:Test q1, Yes: [[r|1|g1|g1y]]   No: [[r|1|g1|g1n]]Test q2, Yes: [[r|1|g2|g2y]]  No: [[r|1|g2|g2y]] If I understand correctly, the radio buttons on the first line should be linked, as well as the ones on the second line, because the 3rd parameter within each field specifies the group (g1 on the first line, g2 on the second). When signing the document though, all 4 are part of the same group.  I select yes on the first line (the [[r|1|g1|g1y]] field), then yes on the second line (the [[r|1|g2|g2y]] field), but that clears out the first line.  Additionally, after completing the request, when calling the https://{{api.box.com}}/2.0/sign_requests/:sign_request_id endpoint, it doesn’t have that info listed in the inputs field, even though I selected one when signing.  The get request returns:           "inputs": [                {           

Dear Team, My colleague asked me why she doesn't have the Sign app in her Box web application, while my account does. Both of our account types are Enterprise Plus Governance.Do you know what's going on? How can I enable Sign for her account?

Dear Team， When I open PDF files in the Box web client, the prompt shown in the screenshot often pops up. How can I prevent this prompt from appearing?

I got this account a long time ago for some organization I was working with. Apparently my account is associated with an organization somehow. As I don’t use this service any more, I just want to remove my account. When doing so from the admin panel, I just get an error: “An unexpected error has occurred. Please try again.”.Can you please, please, please just remove my account and all data associated with it?

I am trying to go through Shuttle’s services to do uploads from a local NAS that we have but I have started hitting an error that I do not have any extra storage allowed for my account. Is there a way to go around this or change it? In the account settings it shows as Unlimited for me. The second part of my question is that we have a user who has an existing box account to a different organization, is there a way to merge their account into our organization account or will we have to continue to use an alias for them to access our organization data. Will this mess up any SSO integrations?

I've got my trash bin permanently deleted but my account says I'm out of space. How often does the trash bin purge the cache? Or is there a way to manually do it?

I would like to be able to see my document in the side pane before opening it. The “preview” feature takes you to a new window and that is not what I’m looking for.Is it possible to make the side pane bigger so that I can see the file preview? It is currently too small for me to make out what it is. 

I’ve tried clearing my cache.  I’ve tried incognito mode.  I just set up this account today and I’m having issues submitting a ticket and setting up users.  This may be the worst product I’ve ever paid for.

any idea how to fix this when you only have personal account ? 

Allow a Pin Feature to allow the user to fully customize filing. Make it possible to pin a file(s) in a folder so it will not move in a numerical or alphabetical order but in the order that works for your company or organization. 

Macros in Box Drive Not Working in Excel After Installing Micorosft 365.

I only have 20GB of data in my Box account, but Box says I have used 31GB of the space! I checked the trash and it was empty. What is the problem? Why it used storage is way off?

https://www.box.com/s/9czox8m5m5zb9lb7ymr7 In trying to download this, it prompts me to log in or sign up (even though I am logged in), and then boots me back to the “preview” page, which is blank. Clicking download loops back into “log in or sign up”, and I can’t find any way to download this file.

I tried to install Box Drive on a 2015 MacBook Pro running on an Intel i7 with MacOS Monterey 12.7.6.  The installation failed (see attached screenshot). It’s not clear to me whether or not Monterey is supported and, additionally, there is a requirement that “Box Sync is not installed”.  I cannot find any guidance on how to uninstall Box Sync.  

I am an admin and created a linked eMail address (to my account).I do receive the verification email at the linked address however all it says is..." Email pending verification for your Box account The email  xxxx.  is pending verification for the Box account "There is no button or link to verify hence I am unable to verify my linked email.Any assistance will be most appreciated.

Hi, Running BoX Drive on Macos and I have two problem items.  The "Box Problem Items" window just says "Icon" and then "The file path is invalid on this system.  Suggestion: Rename the file or parent folders"   Is there a way to find the path of these items so that I can fix it?  I cannot go through each folder and subfolder of BoX manually since there are too many. Thanks JR  

Hi. I have tried two different credit cards and they both give the error "error processing request". Can someone please assist as I have Box invoices overdue but can't find a way to pay them.

Recently, I have experienced an issue where every Excel workbook I open from Box Drive will open with the message “This file has been moved. We recommend saving it now to finish moving it.”Some things to know:It only happens with Excel files, nothing else. The files have not been moved as their location, name, and last modified dates all reflect that which is in Box Online. Uninstalling and reinstalling Box Drive does not fix it Repairing Office does not fix itI have heard of other users having a similar issue but have not seen a resolution from Box yet regarding this.