Support Forum

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!  

Hello,I am currently using a free Box account and would like to upgrade to an Enterprise account.Could you please advise me on the steps required for this upgrade?If any information or documents are needed from my side, please let me know.Thank you for your assistance.Best regards,[Your Name]　Aoi　Otsuka[Your Email Address] <personal information-redacted>[Your Company address] <personal information-redacted>[Your Company Name] Genki Global Dining Concepts Corporation

>If you do not have an open support case with Box, please create one here so someone can follow up with you. Box lost a file outright. How do I open a support case?  

I’d like to share links with clients so that only their email addresses can access the particular shared folder. I know this can be achieved by inviting them to be a collaborator, but I do not want to require these recipients to apply for a Box account. In other words, I’d like to “register” the users who are able to access a given folder, so that even if the email containing the link is maliciously intercepted, others cannot access the folder. Make sense?My concern is that only sending a link might not be secure.At this time, I only have a free account, so maybe that’s relevant.Thanks! -Ron

確認メールの有効期限が切れてしまったので再送信をお願い致します。

When I want to drag my files from my local computer to box -through my box finder - a message like ‘Prepare to move’ appear and never leave. The file is not moved and I have to stop the ‘downloading’ pop up window as it’s not progressing.  Any idea why?  Many thanks!

Hi A Client is trying to share a link with me to access and I keep getting the following message:  Can you work on the back end to grant me access? I can provide both links if that helps.  Thank you,N

Please restore deleted user Anthony Rosenback from the Teacher Created Materials. Account was delete. And will need content restored as well. Thanks.

Good day, greetings, I would like to know what happened to my files in my free account that I had since 2009, that year I bought a Samsung tablet and it came with a 50GB gift box account, I had used it all these years, until recently I tried to log into my account and my data was no longer there. What can I do to recover my data?

Hello, I had quite a few files in my account that I recently deleted, but the space is not reclaimed. Others with similar issues had a script run against their account to show the proper space. Could you do that for my account as well? Thanks

Hi, For several individuals at our company they are not able to successfully login to use the box file viewer in Salesforce. The other users aren’t having any issues so we’re not sure where they went wrong here.  Thanks in advance for the help!Davis

My application is not opening any of the old files saved in it. Is there something wrong with the app? What can I do? It says I need permission to view and the file has been deleted.

I see a folder in my Box and in some files called”.Organizer”. What is it?  My computer with hacked and I am worried about security now. I can’t find information anywhere on this Organizer

Hi Team, My Email Verification has been expired, could you please resend the same again. Thanks, Arijit

I recently got a new work laptop.  Now every time I try to copy a file from my desktop to Box Drive I get an error that the properties will not be copied, although it still allows me to copy the file successfully . Prior to this laptop I had never received this issue.  Any advice on how to resolve this? 

Hi, I’m trying to access handover resources from my predecessor but as her account has been deactivated the links are broken. Is there any way for the files to be retrieved?

I am creating a workflow that automatically applies a metadata template to a file when it is uploaded to a certain folder.  As a second step of the relay workflow, I want the file to be renamed based on a couple of the metadata attributes (e.g. effective date-customer name).  Applying the metadata template in step 1 does not automatically fill the attributes, so when the file is renamed we get a file named: (missing)effectivedate-(missing)customer.pdf.We have Box AI enabled.  Is it possible for Box Relay to both assign the metadata template and use AI to autofill the attributes, or do you always need human intervention to hit the button for “Autofill with Box AI”.  We want the relay to both assign the metadata template and automatically use Box AI to autofill the attributes.​@matt.riley Box in case you have any insight?Thanks!

Since updating to the latest version of Box for iPadOS, the app has exhibited serious stability issues and unexplained long (multi minute) pauses when attempting uploads, or when attempting to redirect from a shared link. Examples:Dragging a file from another iPad app (files, mail) to a folder in the Box app will cause a file upload to initiate, but just.. sit there. Stalled, no progress, for minutes on end. Sometimes it will magically start up at some point, other times only a restart of the app will help. No, it's not my Internet connection - Box is the only app stalling in this way.During one of these stalled uploads, clicking on a Box link from another app will cause the Box app to show the “redirecting...” message, but it will not actually redirect until the aforementioned upload is complete. In the past, uploads in the app never interfered with redirection and could happen simultaneously. Closing and reopening the app in the middle of one of these stalls can have dire consequence

Dear Box Support Team,I am experiencing an intermittent connection issue with Box Drive. After quitting and relogging into the application, it functions normally; however, the error message "Your device couldn’t connect to the server. There may be a problem with the server or network." reappears after approximately 6-8 hours.This recurring issue disrupts my workflow, and I would appreciate your assistance in resolving it.Thank you for your support.

I am trying to change my email address as the account I signed up under is being closed. I changed it but made a mistake and was off by a letter. Im trying to fix that but it keeps giving me error messages and will not let me add the new email address. WHat is going on and what cn I do? Thanks. LSJ

こんにちは。 私はある企業様からBoxにゲストとして招待されました。 しかし、携帯からOkta Verifyアプリを削除してしまい、現在MFA（二要素認証）ができず、ログインできない状態です。 招待元の企業とは直接連絡が取れず、管理者の方に連絡もできません。 Boxサポートにて対応または管理者への連絡が可能でしょうか？ 私のBoxログインメールアドレス：<personal information-redacted> よろしくお願いいたします。

I have a box enterprise account as part of one my company’s seats. Whenever I try to login, I am told my email is not linked to an account and directed toward creating a free business trial account. I have logged in before and was even able to rest my password. Now I’m unable to access anything.

Hi. I had 2FA enabled for my phone number. I wanted to change it to app so I removed the phone 2FA and tried to setup it with app code. When I do that, when I enter the code it says the code is wrong. Can you help me?

I’m testing Box’s platform as part of a document collaboration project, and I came across the Box AI feature — which looks promising.However, when I checked the documentation and my developer console, I couldn’t find any way to enable or access Box AI through the API or UI. I’m currently using a Developer/Free Box account with a custom app and JWT authentication.❓My Question:Is Box AI available for free developer accounts, or is it restricted to enterprise-tier plans only?Also, if it’s restricted: Is there any way to trial or preview it during development? Are the Box AI APIs (e.g., “ask” endpoints) accessible via app users or only through the Box web UI?

I'd like to backup all files on Box to an external hard drive so that I have a copy of all my data when Box crashes or is inevitably hacked. Is there a way to do this? I can just select files and folders via the desktop app and copy them to the hard drive, but I'd prefer an automated process with incremental backups.