Support Forum

I am the admin for our company account, and added a key user who knows his login, but cannot get his 2fa code from his auttenticator ever since his iphone got soaked and his phone got replaced.This seems to be a common occurrence, and i would appreciate guidance or help with this, thanks Admin

I am requesting your latest SOC2 Type 2 report for our annual audit of your platform.  Please advise on who I need to contact specifically to receive the reports.   I don’t see a Support or Sales Rep assigned to my account.  Thanks,Brian 

I have a box account that I want to add an email address to. It previously had its own account that I deleted but when I try to add the old email, it says the old email has an existing account (I checked and the account is already closed). Any assistance would be greatly appreciated.

I have an unpaid plan currently but want to be able to add collaborators as Preview Uploaders or one of the other levels where they can upload docs but not delete them. Will be Business level paid plan give me that option? 

How do I contact support. I don't see a phone number, chat or ticket system. Any help would be appreciated. Thanks.

Dear Box support, im the IT manager of ispace inc. company our domain registered is : https://ispace-us.app.box.com/  One of my colleague account related to the email : <personal information-redacted>  is not able to login to Box Account anymore and he never got access to it for a problem with a 2FA request that is done on his account and that is not sending any notifications on his correct authenticator app registered officially with his user ispace .   can you please RESET the account in order to disable the 2FA or to reset it again correctly with his authenticator app and his iphone work device .  Please to treat this request asap because it has become critical for the user to use BOX application for his duties in ispace company .   Best regards,    

When using a public link to share a file, Box.com generates a URL with '/s/' in it, and an expiration date can be set for the link. However, once the link expires, even the file owner may have difficulty recalling the original file. Is there a way to recover the original link from the expired address? I know we cannot generate the same link again, but I want to access the original file myself as an owner.

Hi support, I have files which I uploaded to box, but when i log into box it shows i have no files on my account. but when i open my old sharing links i can see that they are still accessible. i can see them but not download them, and instead of them saying i am the author it is saying “ a prior collaborator” and the owner is box admin. Can u fix this?

I’m trying to change from monthly to annual. When I search, it sends me to the user forum with links back to the user forum. It’s a loop. Is there any way to get support from Box? It doesn’t seem like it should be that difficult. Thanks

Trying to set up an SFTP service for our Box Environment.We’ve a dedicated account, but there’s no apparent options for setting it as an SFTP account, and the client (using Port 22) is unable to connect because the service is not available.We’re on Enterprise+.Nothing in Settings, Integration, or the User’s account settings apparent for enabling it.

I need to buy more capacity but it says a ticket needs to be submitted

I am trying to add two users that have accounts and I’m not able to due that they both have personal accounts. What needs to be done to add them to the enterprise account that has been created. Thank you

I need guidance/help in accessing files sent to me that don't seem to be available by clicking the link.

Hello Box Support Team,I am currently unable to install Box Drive on my Mac running macOS 11.7.10 (Big Sur). When I run the installer, it crashes immediately. I have attached the crash report for your reference.Summary:- macOS version: 11.7.10 (Big Sur)- Box Drive installer version: [Insert installer version, e.g., 5.20.0]- Issue: Installer crashes with DYLD / symbol missing errors- Steps already attempted:    - Removed all previous Box Drive and Box Sync files    - Checked security & privacy settings    - Installed using admin privileges and terminal commandsCrash report excerpt:Dyld Error Message:  Symbol not found: _$s10Foundation11JSONDecoderC6decode_4fromxxm_AA4DataVtKSeRzlFTj  Referenced from: /private/tmp/*/BoxDriveInstaller.app/Contents/MacOS/BoxDriveInstaller (which was built for Mac OS X 13.0) Could you please provide a version of Box Drive that is compatible with macOS 11.7.10, or advise on a workaround for Big Sur users?Thank you for your assistance.Best regards,

First as a new user let me tell you how frustrating it is to have to wade through so much online content to find that you can’t get the answer you want and you have to go through hell just to get a question to someone. Perhaps online chat or pay for support. I signed up yesterday. I have a 3 user license although I am the only user until I finish evaluation. I activated Box AI on the Admin console. But box AI is not icon is not on my home page and I don’t see how to activate or use it. I paid $1800 yesterday for a 3 person license. I did that because that was the minimum I believed I could spend to do a full evaluation. Help me get started. I am lost wading through all of these support conversations and I can’t see how to quickly get to a person. And, even the choices below about which drop down options to choose are meaning less when you know as little as I do

Dear box support team, How do i recover documents on a folder that i am co-owner of? The owner and myself have tried to search for the folder content even in the trash we could not find it. Is it possible to for your assistance with recovery. If so who has to contact you. Myself or the owner? Thanks for your support in advance. Mdu

Hi  BOX, can you please reach out me. We need to change ownership on a account. The previous owner is no longer in the company, so we can’t reach out to him, and also we need to change billing information. I have written about this topic before but haven't received an answer that I can use - please help

I can open and edit files from box.com, but when I try to open them from BoxDrive Explorer, I get the message "Access Denied" and can't open the files. I've tried reinstalling and restarting multiple times, but it hasn't helped. What should I do?

I wan to Display Folders created for an Opportunity using a custom Component what is the name of the LWC component that i can use. I am using Box For Salesforce Package 

   We had one of our administrators leave the company therefore we need to move all the files he manages to our service account called Global Trade Management <personal information-redacted>.  We don't want to do this incorrectly, so we are asking for assistance.  We just don't want to corrupt or screw anything up.   

I know how to manually empty the cache folder.My question is if there is a way to prevent it from filling up over the limit set in registry, or it is just a known bug of the program? 

Elementary question.Cannot access the box folder to which the other party has invited mePlease let me know how to solve this problem.

I can’t see any info for my Sony accounts

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. A company shared a Box folder with me several years ago so I could share docs with them. That email address is now defunct. That same company is now sharing another Box folder with me at my new email address, but Box defaults to my old defunct email address in the browser. It doesn’t give me the option of entering my new email address. However, it asks me to reset my password, and it will send the reset link to my new email address. I have gone thru the steps and successfully set a new password. However, when I try to log into Box with the new email address, it says the password is expired and my only option is to reset the password. So I’m stuck on this endless loop. Any ideas how to fix? Thanks.