Support Forum

I was recently invited to collaborate with a client on their box.com folder. I tried uploading a deliverable and the upload failed. I then tried to upload a test document which also failed. The prompt does not give me any further information other than notifying me that the upload failed. Would there be settings on their end that they will need to change, or is it something with my account?

Box told me I reset my password but will not let me enter it. Tech support? 

Hello!I am working on integrations to Box and it appears that there is no way for us to explicitly define the Folder ID (either via. API or in UI).Is this true?If so, is this feature something that is on the roadmap for the Box team?Not having the ability to do this will mean I need to query the applicable parent folder(s), cache every folder contained in the parent folders with their Name and Folder ID (there will be thousands of folders), and then reference that cache for every record to see if the folder already exists or if one needs to be created.If we were able to define the Folder ID, I would be able to set the Folder ID to the unique ID in my source system to remove the need for all of this lookup. Because we don’t have the ability to do this, an integration process we thought would be doable is now raising performance concerns due to how heavy the process is.

I have been trying to upload videos in box but every time it uploads, the quality diminishes and the videos gets blurry. Is there anything you can do on your end to maintain the original quality of the uploaded video? 

Hi, I got this issue where, when I want to add an attachment in Netsuite via “Box Content”, I get a grey screen with the error “Error: https’s server IP address could not be found”. I do see that in Box there is a folder created with the transaction number in Netsuite. So it does do something, but I cannot add any attachments. Does anyone know how to resolve this issue? Best regards,Lars

Hi all, I was trying to remove collaborators from my folders.Not sure how one of the collaborators became owner, she would be surprised.I seem to have lost about 3 folders. 

Hi, I am using box in a class and am meant to edit the excel sheets provided, but the option to open and edit in excel online is not present. the only option is to edit with google sheets and the window closes out whenever I try to this option. I even had my teacher change my permissions to editor and checked that the excel online option was added to my box profile. Ive attempted on multiple browsers and tried clearing my browsing data. Nothing seems to work. Any help that could be provided would be greatly appreciated. Thanks  

I have deleted item but account still show no data available

I am experiencing login issues after making the following changes to my account:1. Added a new Google email address (B) as a secondary email2. Changed the primary email address to the newly added email (B)3. While password is set, SSO appears to be enabled4. When attempting to login, I receive the following error message: ⁠今後は、Boxアカウントのアドレス<xxxxxxx>と同じGoogleアカウントのアドレスを使用する必要があります。 in Japanese The SSO seems to be still linked to the previous email address (A), causing a conflict with the new primary email address (B).This is preventing me from accessing my Box account, and I urgently need this resolved to continue my work. Please assist in:1. Resolving the SSO configuration conflict2. Ensuring I can access my account with the new primary email address3. Providing any immediate workaround if possibleI would appreciate your prompt attention to this matter as this is affecting my work operations.Thank you for your assistance.

Hi,   How to resolve the below error  https’s server IP address could not be found when accessing Box Content tab in NetSuite?   Also, found that there was an OAUTH_GENERATION_FAILED error on Box - Integration Suitelet script. How to resolve this erro?

Hi Support Team, Recently, macros were blocked by the Microsoft Trust Center. I was able to enable it on the network by adding it to the trusted sites. but it doesn't work for the box. Would you please help me enable the macros on the box? {}  

Hello,I am logged into our Box Admin account and attempting to transfer the Admin role to another user within our organization.However, when I go to Admin Console > Users and Groups and select the current Admin account, there is no option to “Change Account Admin.” The only available role change is to assign a “Co-Admin.”We have confirmed that both the current Admin and the intended new Admin are managed users and active in our tenant.Is there any reason why the “Admin” role cannot be reassigned in this case?  Are there permission settings or plan-level restrictions that could prevent this?We need to complete the admin handover urgently, so any guidance would be greatly appreciated.Thank you!

We are excited to launch a Box user group focussed on Media and Entertainment. Guest Speaker, Sonia Crittenden, will present “Effective Management of Media Content” and will be joined by Jade McQueen,MD for Media and Entertainment at Box, along with your peers What you will learn: How to securely manage large volumes of content, including video and other formats, and collaborate seamlessly in the Media Industry. Signup here

I am looking to get assistance with changing the primary email address for the admin on the account. The system will not allow me to set the added email address to the profile as the default.

We have a user that is not receiving the Box invitation to join email.  He has tried with multiple email addresses.Our client sends him an invite from box.  He clicks on the invite(link), and Box sends response page to go get the verification email and log in. He never get the verification email. When our client looks, Box shows him that the Verification was accepted, but our user (employee) never gets it,  its an errant msg.Therefore, he has never gotten an opportunity to Verify or login.Any idea how to resolve this?

My account says I have 14.9 gigs of 15 gigs used space but I have deleted everything in my account including the trash bin. When I try to upload a file, I get this error message "Account storage limit reached". What's up?

Is it possible to restore it after deleting it from the recycle bin? 

Hello, Attempting to upgrade from individual plan to personal pro.  Get a message to contact support.box.com even though all billing details are entered correctly.  Please advise.  Thank you!

Hi there — hoping someone can help us troubleshoot a Box onboarding issue that’s become a bit of a mess. Here’s the setup:  I had a client create a Box account (let’s call it OrgAccount) to handle billing and admin for our shared project. She invited me and her co-founder to join that org account. I had no issues accepting the invite that was sent to my email and joining the organization. Her co-founder, however, has had a cascade of problems.   What happened:  The co-founder was first invited using one email. When she clicked the org invite link, she wasn’t able to join — the page either said the link expired or failed to load. This happened repeatedly, even after the invite was resent several times. We then tried sharing a folder from the org account directly to her personal Box account. When she clicked that link, she got an error: “Redirection failed – the item does not exist.” It became clear she was stuck operating inside a personal Box environment — not the org-managed

I am being charged monthly for an account upgrade but the account settings do not reflect that. WHERE CAN I TALK TO AN ACTUAL HUMAN? This could be solved so simply if I could talk with a human. I’m getting very frustrated. 

Hi, Ich have an Enterprise Plus plan an d want to change the data residency. Actually it's set to US. But Ic can not change anything there (admin console/user). The only option, that I can Choose is US - nothing more. What do I have to do, to get the other regions (France, Germany etc.) to choose from? Regards S.

My company is using an Enterprise plan box account, but we're getting a "running out of storage" warning. This account is used by multiple team members, and the owner is our company director. As we are on an Enterprise plan, we believe this may be a mistake. We haven’t reached that limitation yet.Could you guys help us fix this problem? 

How do I actually get in touch with a box support specialist via phone or chat.  Seems that after the support "update" all options to actually reach support have disappeared.  I need some questions answered and need to know how to contact box.  I am not interested in filtering through countless forum posts just to get assistance on an issue I am having with a software I pay for. 

Hi all. I work with a large circuit of customers who ask for Hi Res images that my company has stored on BOX. I have been sending password-protected links containing folders to those images, during which I always select “anyone with the link can view & download,” and then the customer should be able to download non-watermarked images. However,  there are a handful of clients that are unable to 1. download the images after entering their password, (they only see “log in/sign up” where the download button should be) or 2. Can download the images, but the watermark is still there. This is not the case for most, but the number of customers with one of these two problems is growing. Can anyone advise on how to trouble shoot and fix this problem?