Support Forum

hi there For some reason my original verification email did not work. Now I cannot login.When i try to reset password, i can do this, but when i come to login i get an error each time “invalid credentials”.I now can’t sign up with my email nor can i login, despite resetting password several times. 

Hi, I’m getting bounce backs from valid emails that I have used in Box sign previously. We did have a DNS problem earlier today, but this is resolved and emails are working fine. However, there remains this error with Box - can someone help, please?!

I need Box support help. I can no longer open my Word and Excel files from Box Drive on my computer. It’s only accessible through the browser now. 

My colllaborator’s email addresses are blocking emails from external dimains, so they cannot recieive invitation/activation notice email from box.com. Are there any methods to login their box without an invitation/activation notice email? Otherwise, can I (or Admin of my company) receive their  invitation/activation notice emails and foward them?

Hello,We’re new with Box. When we registered Box for Nonprofit, the registration page did not allow our organization’s email as it’s with country’s level domain name(e.g. @xxx.org.xx). So we have to use Gmail instead. Can you help open a support ticket so that we can request for change? Thank you so much! 

I downloaded BoxDrive, but it does not appear in Finder.The login screen opens, but when I enter my email address and log in, I am returned to the login screen.I am using a MacBook Air with the latest OS.I have tried uninstalling and reinstalling the software.I can use it in my browser.Is there a way to make it appear in Finder? BoxDriveをダウンロードしましたが、Finderに表示されません。ログイン画面が開くのですが、メールアドレスを入れてログインしても、ログイン画面に戻ってしまいます。使用PCはMacBookAirで、OSは最新です。アンインストールからの再インストールなど試しました。ブラウザでは利用できます。Finderに表示させる方法はありますか？

Email id showing in my box account is wrong as <personal information-redacted> which should be <personal information-redacted> how to correct it ?i didn’t get any response from support team for my last post its been a month.

very frustrating does not sort ascending as I set-up my structure as A,B,C and each time have to resort

Hi,My account is since 50 gb free times. I selected Personal Pro plan and after downgrade to free it is turned 10 gb. Why?

i have not been able to use box.com for over a week now - everytime i click on a folder i get “No Internet Connection”. it’s quite frustrating as I use this to store sensitive info that i thought would be secure and supposedly easy to use when i needed them - but it’s extremely frustrating when you can’t open anything at all on the box app for iphone

iPad Pro 11latest iOS- 18.6new updated version boxwhen I try to access sub-folders and files there is a “no internet connections”, but internet is ok.some sub-folders work, some don’t…..any suggestion ?

I believe my team is experiencing an account authorization problem that Box is creating. My team is using Box for several clients. Until recently, none of them have required users to use two-factor authentication (2FA). When a client invites an existing Box user to a folder that DOES require 2FA, Box enables 2FA (and requires it) without the users first establishing authentication methods. This led me to a length authorization procedure where I had to prove I was a user of Box. I feel like Box is creating this problem and may not know how it’s arising.

User reporting that they are unable to share an entire folder with a recipient when using the Box for Microsoft Outlook add-in.  Checked the machine and was also unable to select a folder to share.  User had been doing so but something changed recently.  When clicking on the folder, it drills into it and can’t be chosen to share.

Hi, I upgraded from Business Plus to Enterprise Plus four days ago, but the external user I’m trying to collaborate with is unable to upload files bigger than 10GB. To confirm, the storage of the folder has been set to unlimited and my understanding is that we should be able to do 150GB uploads. Please can you advise how to fix this. Louise

I’m an editor collaborating on a Box with a team. I recently accessed Box on my phone, and I accidentally performed an edit to a folder; however, I’m unsure what the edit/modification to the folder was. All I know is that Box acknowledges I was the last to update that folder. I don’t believe I deleted any files within the folder, as it doesn’t appear in my trash tab. The folder I’m referring to indicates that I was the last to update the folder, but when I open that folder, I don’t see the “Updated by [my name]” in the other files or subfolders integrated into the larger folder. Therefore, what other edits could I’ve made to the larger folder when I accessed Box on my phone that would register as an update to the folder?

An Email has been generated using an incorrectly spelled version of my name, to attempt to phish clients in my organization. The email has my name spelt incorrectly <removed attached image- contains personal information> 

I have a folder.I made a box relay to move files to another folder upon upload. How do I add a condition so that i only move files of a certain type (jpeg)? I can’t find any conditional logic.

We would like to deliver the data to the customer by using the BOX system. The point we would like to ask is whether it is possible to notify the customer that the data has been uploaded to the BOX when we store the data in the BOX.If so, please let us know how to handle this.Thank you in advance.

I was using Box sync in the past which I liked as I had control over what I kept on the computer (current working folder)  and rest (past files and folders) stayed on Box.com. The current folder was set on sync so it will always be uptodate on the cloud and on my computer.. . I have changed my computer and I was planning on using Box sync to download my current folder to the new computer using Box sync. However, now my org offers only Box drive now.. so, I installed Box drive and logged in with my org credentials so that it syncs with Box .com but rather than showing all my files in the folder structure that was in the Box.com , it is showing all possible files and folders from past and current without any structure… How do I find my current files now in thousands of entries?  That is not an efficient way of working.. I really liked Box Sync.. How do I manage this and fix this?

Can I disable BOX activation with ctrl + alt + shift + B? I'm using ctrl + alt + shift + B as a shortcut for Adobe Illustrator, so I want to disable BOX launch.

Yesterday, I accidentally deleted the following user and would like to restore them.The user I want to restore is as follows.-----・Delete date : 2005/5/30 (JST)・E-Mail address: <personal information-redacted>・User name: Yokota Eri（横田 恵理）-----I look forward to your support.

I got logged out of box and then each time I try to login I am shown this message below even after resetting my password: “The Box account <email 1 here> is already linked to another Google account. Log in to <email 1 here> and remove the association to continue.” The problem is that the 2 emails that they show are the exact same email and I am at a loss on how to fix this problem if I can’t even log into my account. I have submitted multiple support tickets with “Ticket was successfully submitted” messages but no email or follow was sent. I also called the support number but they could only help me submit a ticket and did not help very much.  What do I even do?

I have been a Box user for years and recently I’ve had trouble with both my Box app for iPhone and iPad.  Three times within the past week when I’ve tried to open any file I get “An error occurred” message or a “No internet connection” message.  (There is no problem with my internet connection).  The only way I can fix this is to delete the app, reinstall it, and sign in.  Then everything works, but only for a while.  After this occurred 2 days in a row, I thought I would reach out to the community.  I couldn’t find any direct contacts for tech support and no help on the FAQ page.

Hi, i tried to send out Box Sign request on my phone, it keeps loading but doesnt actually send the document out? I then login to my Macbook and it works fine. Why is that? I used to be able to send documents out for signing on the phone before. Thanks 

I have never experienced an issue where I needed to talk to CS regarding access. I looked for an email or phone number, but cannot find a way to directly communicate with Box Support, so posting here.  We used a generic email alias that our department was able to access as the Admin for our Box account. We have since changed email accounts and IT deactivated the old account. I am still able to log in as a regular user, but I am unable to access the Admin account to make changes (add new accounts or remove former employee accounts) due to not having access to the old Company email.  Please assist with updating our Admin account to current company email. Thanks!