Support Forum

I am requesting your latest SOC2 Type 2 report for our annual audit of your platform. Thank you.

Is there a guide on using radio buttons?  I cannot find any info.  Whenever i add to a form, the box sign user cannot select any options.

If I am missing the obvious, please let me know. Based on the other comments I don’t think I am. Your help cancelling is appreciated

Good evening, I accidentally deleted a folder with many files of pictures from 2025. I was unable to restore the folder even though I purchased more space. Another admin was able to restore it but so far only a limited number of the files within the folder are showing. 1. Are these files permanently lost? 2. In addition, is there a time frame that it takes for a folder that large to completely be restored? If so, how long roughly? It’s the folder that says 2025. I do not know what the phrase is under where it says update is saying. Will someone be able to help me completely restore all of the photos back.

BOXへデータをアップロードしようとすると、固まってしまい、アップできません再度行ってくださいのエラーが出てしまいます(複数人が同じ事象） 別の日に行ってもアップが出来ない状況です。

Every time I try and install the Box drive, I receive a message saying "The installation failed. The installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance." I'm using macOS Sonoma Version 14.4.1

Hi, I’m new to Box and I have been trying to set up MS Office integration. I wonder if anyone else has had this problem? It relates to Outlook (Classic) for Windows. When I click ‘Save to Box’ the Box pane appears to the right hand side within Outlook asking me to log in. When I click on ‘Log In’ a separate browser window appears where I log into my Box account. That works fine and I get an email from Box confirming a login and that an application has been added. But the Box pane doesn’t change, still asking for login (however many times I log in!), and not opportunity to save an email to Box.Strangely, the other part of the Box Outlook Add-in, ‘Save Attachments’ works fine. Also sharing or uploading from the other Office Apps works.Any help much appreciated. Alastair

Hi everyone, I’m currently on the Individual Free plan and I’ve been trying to use Box Sign to sign documents, but I’ve never been able to complete a single signature. I understand there’s a 5-document monthly limit, but I haven’t used any yet.Despite the message saying that signing is still available, the feature seems completely disabled for me. I’ve tried different browsers, cleared cache, and even contacted support, but I’m still unable to sign anything.Is anyone else experiencing this issue? Could this be a technical bug or a restriction on my account? Any help or insights would be greatly appreciated.Thanks in advance!  

Hi Box Team. I lost access to my MFA device and not cannot login to Box using my work email. I could not find Box Support email to ask for support.  Please support me. I cannot write down my work email here  

I would like to register a new colleague's account to use BOX for work,I can't use it because I didn't receive a confirmation email. I'm having trouble because I didn't receive the email even if I resend it.I'm sorry to bother you, but please support me.0

The situation is this: We are an MSP and one of our customers is breaking off from their parent company. We are doing a full tenant - tenant migration of their 365 environment. Part of this is to move their user directories from Box to one drive(using one drive exclusively in the new environment). The customer has created a dump of their user directories and shared it with us on Box. I am using the native Microsoft migration tool to accomplish this. I have a couple challenges with this: The Microsoft migration tools seems to only recognize the directories that are owned by the box user. In our case, the customer has simply given us edit access to the files in their box account. See below screenshot and notice the greyed out vs yellow directories. We may get access to the owner account or we may not. If not, I decided to try copying to those directories to a new folder that we own. This seems to work. When I copy the directory over, it gives me a warning about size and how it may take a

To begin, if there is any way to create an actual support ticket that a paid employee will look at and offer support to a customer for a paid product, please do let me know. I’ve searched the box website and can’t find one. I have a Box account through my company and that’s what we use for all of our shared documents. For the past couple of days, using two different computers and two different wifi sources, my account does not show our normal folder tree and file paths. All files, for my view and frustration, are now “pathed” as All Files > File Name. None of my coworkers are having this issue. I cannot find anything, and I cannot organize anything or upload anything because I cannot find the folder it would go into.  From my view/account, that folder, and all of its parent folders, no longer exists. For example, our main folder for all our images (we use a lot of photos), is called “Images” and then there are department level folders under that, event folders under that, etc. The m

I need a backup code for when I don't have my MFA nearby.  When I try to generate my one time code I get the following error messageThere was an error while generating account backup codes. Please try again.I have tried several times. 

I’m receiving this error when trying to move a folder.Why is this happening?

I am in the process of migrating data via Box Shuttle from SharePoint and receive a handful of errors that were all the same. 11 files that are 6GB each and 1 file that is 45GB Box Error:[Statussize-exceededMessageFile is too large to be copied to the destination]Plenty other files that were same size or larger were successful, so I am confused as to why these won’t work. Couldn’t find anywhere to submit a support ticket, so hoping for help here. 

Is there a way to require a signature (using Box Sign) from everyone who is invited to Preview a file? I.e. they need to sign in order to scroll down or click to view the file they were invited to. I do not want to share an open link to the file after they sign, which I know can be done via the auto-response after the signature is received. It has to be that they are only able to access the file after they sign the confidentiality agreement pertaining to the file they are about to view.

We are using Box. For our internal security checks, we would like you to prepare the “Security and Data Privacy Questionnaire for External Hosting Providers (our template)” and the “Penetration Test Report (any format)”. We would also like to share our template. Who should we contact regarding this?

I was told I needed to create a support case. Please help me. Message from Box on desktop:Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.

Hi, I urgently need to get into my box account. It was connected to an old work email that has been terminated. I can’t reset the password because I can’t see the email. Please advice. The files are of great value to me. 

Hi Box Support,I am no longer receiving emails from box.com. I have been using box.com for many years and I read in other posts that this can happen when an email goes on the Suppression list.Is there anyway to check if this has happened to my email?Thank you so much!

    And  I can't update my email address since I can't get into box with the old one.  What should I do? Thanks,   Tori.

I just created an experience cloud user added the Box App User permission set and when the user tries to see a folder get an error. (I’m using the Box Content Explorer component for Flow)“Unable to create downscoped token. You may not have access to the resource requested. invalid_resource”I already check the configuration and the instructions in the following article https://support.box.com/hc/en-us/articles/42768857805843-Box-for-Salesforce-Box-Explorer-Error-Unable-to-create-downscoped-token-You-may-not-have-access-to-the-resource-requested-invalid-resource. The error still remains There is something curious. Right after I sync permissions with an admin user.The Experience Cloud user is able to see the folder. This is not a workaround because we cannot sync permission manually every time an Experience Cloud user is created. Does any one have an idea what the problem is?    

Hello,I am attempting to use Box for Office.  After the MSI is installed and I restart Office I can see the icons to upload.When I attempt to upload it asks for Authentication.  I use SSO, so I think something is directing to the wrong URL.Is there a group policy to update the URL?

I have set up winSCP to access my box.com account so i can download files automatically but each time i hit login it requests a password and says access denied. I have tried resetting the password in box.com but no joy.I have winSCP set up to access other file servers and they work fine.please help.RegardsMatt

Is there a possibility to stop the notifications of Box when files don’t upload? It is very annoying. I don’t want to log out / in, quit or restart my laptop, fix the files. I just want to turn off all notifications. Please make this an option - it is very annoying.