Support Forum

Trying to work with a new company. They've sent me files to cold on and require an authenticator for it to work.But the authenticator system is not seeming to work - what am I doing wrong?Authenticator App - doesn't give me any actual apps to use.Email authentication - it says my user email is invalidSMS authentication - tells me my phone number is not validI'm losing my mind...

How can I get a new QR code to set up the authenticator app for Box? I set up my Box account probably several years ago, it was not used, phone was lost. I cannot provide the 6-digit code when it is requested during login and I do not know how to re-create it in the authenticator app.  

I am unable to add an external user- please send instructions.Chris adams

My hard drive space is dwindling and as far as I can tell there is no way either through the desktop or browser to see all folders marked for offline use in one place.  Using MacOS.

Hi, i’m not able to add a mobile phone for dual factor authentication. Is there a link I can use to set this up? Thank you!

How do I search for a file name with a certain word in a folder ?  I want to locate files with a certain word.  I know the file exists, but the search results are empty !

Most of my admin panel in box is showing errors and i can’t add new users. How do i get in contact with support for … support ? 

Hi there,I’m writing on behalf of my colleague, Bav, who is currently locked out of his Box account.He uses Box regularly to send and receive files from clients, but is unable to log in after changing his phone number. The account has 2FA enabled, and verification codes are still being sent to his previous number, which he no longer has access to.Because of this, he’s also unable to submit a support ticket himself, as that requires logging into the account.The email address associated with the Box account is the same one Bav normally uses, but I’m contacting you on his behalf as he is fully locked out.Could you please advise on how we can restore access to his account?Thank you for your help,

Hi there,I am missing a file that is used regularly. It is not the trash and cannot be located through search. I looked in my internet history and can see the file because we update with Microsoft Excel on the Web and when I attempt to open it - “Box opens and says file cannot be found”Please help.

Hello everyone,I am trying to learn how I can create metadata template to tag documents on box for easy access. I am just starting out and currently trying to learn how to create templates. Any help is appreciated. 

Hello Box Support Team,We are experiencing an issue with the Box Desktop application on macOS.The “Copy Shared Link” function does not work properly.When we select Copy → Open Link, it opens a page showing an error message such as “This file has been deleted” or similar, even though the file still exists and is accessible from the Box web interface.This issue is occurring for multiple users within our organization, not just a single account.The affected users are using different operating systems, but the same problem is reproducible.Please note that our application language is Japanese, so the exact menu or feature names may differ slightly from the English UI.Could you please advise on the cause of this issue or any possible workaround?Thank you for your support. Reported at December 12, 2025, 11:20 JST.

Anyone know why Adobe Bridge and Finder would be populating an older version on my Box content? I see a folder online (signed into a web browser) but don’t see it when I drag and drop the Box info into Bridge from Finder. Called Adobe support. They said an Apple permissions thing. Called Apple and they say call Box. And Box has no support options. I’ve tried force quiting all apps and a hard reboot. Any insights appreciated. 

Hello, I have no access anymore to the email address I used before to log in to my Box account.Box says I have to set a new password but the mail goes to my old address. How do I fix this ?  

I'm unable to create folders, and get the following messageThank you.

退職予定の社員が、削除してしまったデータを確認したいです。すでにデータはゴミ箱に捨てられていて、ゴミ箱も空にされています。

Hello, I have the BOX enterprise app configured in our tenant and I want to configure automatic user/group provisioning. SSO is already configured and working. When trying to configure automatic provisioning, one of the steps in Entra is to authorize account. When clicking on that button, a window opens to app.box.com and no matter what credentials I type, I get invalid login credentials. I tried with both SSO and user/pass which work just fine when accesing box via normal browser. Tried with different admin accounts and is always the same message. Any idea why this is happening? Thank you

メールの有効期限が切れているので再送お願いします。

"Email already used in a Box account but not associate with an enterprise"   Unable to add user

Hello,I can log in to my Box account, but all of my data appears to be missing.Additionally, the people I previously shared folders with (where I was the owner) also cannot see the shared folders.Could you please advise what steps I should take to restore the data and recover the shared folders?Thank you for your support.

Dear Sir/Madame, With the new version of Box (version 2.49.249), we are unable to use the quick search feature that we previously used on the desktop. When we use the search tool, a loading (waiting) screen appears, but no results are displayed. The figure below shows the waiting screen that appears when we try to search the documents. This issue does not occur for colleagues who are still using the previous version. However, users who have updated to Box desktop version 2.49.249 are unable to use the document search functionality on the desktop application.How can we resolve this issue for users who are on version 2.49.249? Is there any way to download previous versions? Could anyone please assist us with this problem?

I have attempted to update from 2.49.249 to the latest version but I get this error, “Box Drive has failed to update to version 2.49.249.” When I then attempt to open a support ticket I get this error “Box Drive failed to initialize with macOS. Please relaunch the application to resolve the issue.”I have tried every variation of the Reset & Uninstall instructions posted, both GUI and CLI based and the problem continues. I even went hunting for every “Box” file I could find and delete them from ~Library/Preferences & ~Library/PreferencePanes. 

We received an invite to upload docs to an enterprise user. However, my entire file is not being fully uploaded, nowhere close to the 10MB limit. More than half the file is buffering, stating, “Something went wrong with the upload. Please try again.” As an invited user merely uploading a file, am I being forced to upgrade to upload to an enterprise user? Am I reading this correctly?  

Hello, I need help from box support team to update primary admin for our company box account. Current primary admin has left the company and we need to reassign the role.Thank you.

My accountant is requiring me to set up 2FA. I have tried setting it up using both the SMS option and the Authenticator app option. I have followed all the steps and saved the changes. Yet when I log out and log back in, it’s letting me right into Box - it’s not requiring 2FA. Usually I use Chrome as my browser, but I decided to try Safari and only the first time did it require me to use the authenticator app. After that it let me in without it. I tried deleting cookies, etc. but it still is not requiring 2FA.

I keep receiving error messages related to a couple of folders every time there's an update to Box, but I've got used to ignoring them.  The error message that's really annoying is one I receive about failed file uploads (which can be to any Box folder). For example, I just received this warning message: I only show the minimized window because the file names may have confidential details.  But when I look in the Box folder, the files are there and I can open them. It doesn't matter how many times I click the "Try Again" button, Box still tells me that the files failed to upload .... and yet they are there and able to be opened, edited and saved.  Unfortunately, I don't seem to be able to find instructions on how to clear the error message.  If there any way to do this, apart from logging out of Box and then logging back in again?