Support Forum

Hello Group!My company recently made the decision to not renew our enterprise agreement with Box. We advised our employees that needed to continue collaborating with other organizations that had Box to create their own personal Box accounts. The admins at my company recently received an email from Box that we have hundreds of unmanaged Box accounts, and we found this surprising since we didn’t have a contract with Box any longer. Our thoughts are that the personal Box accounts from some of our employees are using our company email domain, and that’s what generated the email from Box about the unmanaged accounts.Is it possible to get a list of the users that have personal Box accounts that are using our company email domain?

Recently, I haven’t been able to export Box Notes to PDF properly. Even though the content should span multiple pages, the exported PDF looks as if it only has one page, and it also shows a strange blank margin on the right side. What should I do to fix this?

I have weeks trying any communication with support! They only send me an automatic email asking me some questions, i answers it and They never answers anymore! Need help. I need my files! It is another account because i cant logging into my previously account with the problem and so i cant write in this forum!!!!!!!!! 

間違えて削除したフォルダーが復旧できません。サイズオーバーを言われます。早急に復旧したいのですがどうしたらいいか教えてください。 I can't recover the folder I accidentally deleted.I keep getting told it's too large.I'd like to recover it as soon as possible. Please tell me what to do.

I received an error message from Box Sign yesterday saying there was a problem with one of the 21CFR signatures in some documents I sent out. When I looked into it, one signature had not been captured and the documents were missing the signature altogether.I am now trying to send the same documents outs for new signature and box is not letting me. The document is set up and ready to be sent but when I click the send request button nothing happens. I see the progress symbol come up on the screen, and quickly disappear but the document is not sent.

I find the Box support a tedious and tiring experience...You can’t get hold of them for help!Hopefully I can get help here...A folder that has all my saved work and archive has suddenly gone missing. Where has it gone and how can I get it back? 

Would like to know whether we can create the restrictions through email

We have box folders shared with clients. On the desktop app, I can only see when a file was created or modified (i.e. when they created the document on their computer). I would like to be able to see the date uploaded to box like I can on the web app. Is this possible?

Hi. I know my current password, but Box ask to change it because it expired. But I don’t have access to my e-mail. Is it possible to do something? For example don’t change current password (that I know).My account is <personal information redacted>PS. I have a lot of screenshots, where I logged in my account from old Ipad’s, that are no longer sync.

As seen with the multiple posts about this below, it's currently impossible for many users to sign-in on new devices due to a problem with Box's SMS auth system. The error suggests that the SMS code received is "the wrong code" when in fact, it is not. This is a pretty serious issue, at best causing inconvenience and a loss of confidence in Box's reliability, while at worst, urgent systemic issues for business and personal users alike. Unfortunately, it also seems impossible to raise a ticket directly anymore, as support links direct the user to this forum instead of a message directly to Box Support (happy to be corrected on this if I've missed something). So, can we please have an update on this, Box? Are you aware of how widespread the problem is and, when can we expect a fix please?

Dear All, I shared files from <personal information-redacted> and don´t know why but when I login files are not there now.How can I recover them?  Thanks, Eugenia

I have a custom .otf font file and would like to use it in the MS Office docs that I use inside Box. Does anyone know if this is possible? If I can’t do it in the web version, can I do it in MS Office for Desktop? Instructions please??

Hi,I’m trying to enable 2fa for my account so I can install a custom automation app.It says it’s trying to send to the default email, so I verified that the email address this account is associated with works and I even got the box community welcome email and so on but I did not get the email for the confirmation code.How would I get this looked into?

Every file I own on Box cannot be downloaded because it always says download “needs permission”.I am the owner so what permission does it need?I am an individual user so no others are involved.If I create and share a link it produces the same result for everyone. “Needs Permission” to download. I cannot find any way to contact Box themselves and don’t know how to solve the problem.Any help greatly appreciated.

I got an error message and I reported back to Box. Box said " you need to have an open support case to have this investigated. click here". I clicked but it goes in a circle of support community. I don't know how to get an open support case. Please help!

Hi, I've been trying to delete files and did as I read online. However, after clicking on the 3 dots, I do not get an option to delete/put in the trash.  Thanks so much! Shari

I am stuck in a password reset loop. I go to set a new password, it asks for my old password, I say send link to reset password, but it still wants an old password. It will not let me set a new password.

I can't log in to the PC version.After installing the latest PC version and logging in via web login, the BOX home screen pops up again. I can log in and view files via the web version, but when I log in via the PC version, the home screen pops up repeatedly without responding.

Good Morning, We are setting up SSO on our enterprise box account (which was originally setup is SSO test mode). I am testing with one user and although SSO is now setup correctly, when the user tries to login they get an email to verify their account with the option to enter a code. They do not get an email with a code and needs to click resend. When they do get the email it just loops back into the process again to verify email etc.Any suggestions how to get this working as expected to avoid this loop. Thanks Paul.

I can’t log in to Box with my account and password, it always shows ‘authentication invalid.’ I can only log in using Google.

Hi, It seems like some of the folders that I created are no longer available. Is it possible to retrieve these folders?

When I tried to invite a collaborator and entered that collaborator's email address, for some crazy reason, my name (I am the owner) is associated with that email address. But that is NOT my email address. It is the email of the new collaborator. How can I ameliorate this puzzling issue?

I am VERY frustrated. I had not used Box with a certain client of mine for years. Today, they sent an invite to share a folder to my current email address, but my Box account was in my OLD email address. So I added my new email address on my account, received the confirmation email, and upon clicking it, it says “confirmation blocked.” I’ve tried resending; same thing. Everything I do basically says can’t be done. I finally had my client resend the folder invite to the email from years ago (Thank goodness I never fully get rid of a business email!) At one point, your AI customer service came up, and said I should “create a support ticket.” GREAT!! HOW??? This is the most confusing site I’ve encountered in recent years. 

Hello,can you please resend the verification email. It expired in less than 5 minutes and I cannot sign in. Thank you.

email verification expired in 5 seconds. Like many others