Support Forum

I am trying to log into the Box Drive Desktop app. In the app, I select log in, which redirects me to a webpage where I input my email. Once I input my email, I am prompted to sign in with Google. I select the email associated with my Box Drive account, and the webpage indicates that it is launching Box Drive. The Box Drive desktop pops up, but the app still shows the same log in screen that appears when first starting the app. I receive no error codes or notifications. This is a clean install of Windows 10. I have tried to uninstall and reinstall the application multiple times.

Hello- I recently deleted a folder and is not in my trash. Are you able to restore by any chance?   Many thnaks in advance.

Hello, I would like to ask for clarification regarding file activity records in Box.According to the activity log, on January 13, 2026, multiple files — including a file I use as my primary working file — were updated at the same time and appear to have been copied to another location. These actions are recorded under my user name.However, I did not perform any file copy or intentional update on that date.In addition, the copy destination shown in the activity log is a location I do not normally use, which makes this behavior unclear to me.I have reviewed the activity log carefully and can confirm the following,  All activity is recorded only under my account There are no records of access by other users Security notifications for unauthorized access are enabled on my account No security alerts or notifications were triggered Based on this, I do not believe

How can I restrict Box WebApp from mobile devices (and not from Windows machines)?We tried following the article below, but access is still granted. We also have SSO enabled for the Box tenancy.Extending Device Trust WebApp restrictions for mobile devices – Box Support

I am using the EMBED widget to share files from BOX to my website. It is a bad user experience to see the names of internal staff who updated files I'm the "updated" Column...any way to suppress this? I can't find anything in the help:  https://developer.box.com/docs/box-embed

Hi, We would like to share BOX folder to non-GE supplier to share NLR information. Need help on the same. Thank you.

Hi, I'm having issues where I'm not able to edit Microsoft Excel files using the Microsoft Excel under the open dropdown, as the option to open in Excel Desktop is greyed out. Microsoft Excel for web and Google sheets are not greyed out and work, but I prefer to use the first Excel under the open dropdown.  This is occurring with all Excel files for me, but is not a problem for other users. I talked to someone in support and they confirmed that it should be working,   

Hi I am unable to view my files after login into my [removed by moderator] account. Payments and billings are up to date and i’ve also attempted clear cache and also using an alternate PC for this. None of my files are viewable nor retrievable, nor is it in the trash. After login, an error occurs saying that the files cannot be found and requires me to re-login. Please advise.

Please cancel my subscription

I just switched from a Free Account to a Paid Subscription and now all my exisitng files are missing.

Hi there, we have a strange situation that one admin of our Box Business Plan has the option of sharing single folders with external clients (pw protected), but one admin not. We double checked all company settings and profile setting and everything seems the same. When we introduced Box, the admin who has no access was on a private plan already and was added lateron to the company and made admin. But everything else is the same between both admins and settings and rights do not differ at all.Has someone encountered a similar problem already and could help?Best

I cannot sign to my account.  When I ask to reset the password, I never receive an e-mail to reset it.

Is there a way to change the expiration date on the shared links? I followed these steps:Located the file/ folder, clicked the Share option, then clicked Link Settings. The Shared Link Settings window opens. Under Link Expiration where Disable Shared Link is enabled, I clicked the calendar icon but it’s greyed out and I cannot change the date.Is there something else I can do or is this something that my IT department will have to resolve?

Over the last few weeks I have deleted probably 20GB worth of data but only saw my storage availability increase by just a few hundred MBs.  I even had you guys run whatever script thing you use to fix the storage capacity problem.  After that, instead of my data storage going down, it actually went up 9GB so now I've been over capacity for more than a week.What is going on?  Am I really more than 8GB over my 100GB storage or is it a problem on your end?

I am trying to download a file that I have signed, and getting erros in Firefox, Chrome and Chrome mobile{    "statusCode": 400,    "error": "Bad Request",    "message": "Request failed with status code 400"}

I began getting this error after my laptop shut down due to a faulty battery.I cannot rename the appdata folder as it says the folder is in use.I’ve removed box, rebooted and installed a fresh downloaded copy, still getting the same error. 

I accidentally increased the number of licenses on my Box Business account, and I have already received an invoice reflecting this change.I would like to urgently reduce the number of licenses and request a review and correction of the invoice.I have already contacted support by emailing [removed by moderator] . Could you please let me know how long it usually takes to receive a response regarding billing inquiries like this?

I no longer have access to the e-mail count originally used to set up my account. Is it possible to set up a new account and access or transfer all of my files 

I am writing to request the cancellation of my Box subscription.I recently signed up for a free trial, but it seems the account was automatically activated and moved to a paid subscription without my intention. I would like to cancel this subscription and, if any charges have already been processed, I kindly request a full refund.Could you please assist me with the cancellation process?Thank you for your help.

I tried three times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

A couple days ago I enabled Box Sign but it still won't work. How long does it usually take to activate?

There's no ability to tag/mention people in Office apps comments with the @ symbol, rendering them basically useless. Very disappointing such a critical feature is simply non existent, especially touting all the co-authoring features during the sales pitch. This will make box adoption much harder, people will keep using sharepoint... Are there plans to address this? 

Good morning, I have a free account but need more space to upload galleries and documents. I have tried several times to purchase a plan, but after filling in the screen with all the payment details, the procedure freezes when I submit it. I get an error message and am told to contact support.  I see that it is not possible to send a ticket but only to communicate with the community. Is this because the account is free or also for paid plans? For the purchase, I enter the details of a debit card, not a credit card. Could that be the problem? Do you only require credit cards?You also ask for company details. Do you have to be a company to purchase a plan?I tried entering my VAT number as I am a freelancer, but it didn't work either.I look forward to your kind assistance.Thank you!Barbara

Businessプランに入っているのですが、無料プランへのダウングレードをしたいです。他のクライアントのゲストで参加しているので、アカウントはそのまま継続したいです。----- I am in the Business plan, but I would like to downgrade to the free plan. I'm attending as a guest of another client, so I want to keep my account as it is.

I hope Box company starts looking more closely at Linux.It’s 2026! It’s about time.