Support Forum

I've invited about 7-8 people to collaborate on a project, uploading and downloading files. About 1/2 are internal to my organization, the others external. Only two have been able to access the shared folder, one external contact and one internal. A blocked internal teammate invited said the message from Box said she wasn't a "collaborator". An external invited guest got an error message. How do I fix this?

We are unable to log into box.com, we get an "access denied HTTP error 403" message.  We have critical business needs that require access to our account immediately, please help asap!!

I have deleted tons of files in my 100gb account including the trash bin. When I try to upload a file, I still get this error message "Account storage limit reached". What's up? Can't find any support help desk to run the account storage size script as talked about in previous Box user complaints about this same issue as seen here: https://support.box.com/hc/en-us/community/posts/6808186700691-Account-storage-limit-reached

I need help putting my Tax ID and company name on the invoice. Also, I have a few questions about users.

When I log in, I get the message "Your password has expired. Please enter your email address and we'll send you instructions on how to create a new password." I followed the instructions to enter my email address and reset my password, but I haven't received the password reset email. I haven't received it yet. Please remove this email address <personal information redacted> from your suppression list.

Hi!I’m consistently experiencing errors when using Box Sign.When it’s time for the signers to complete their part, they are unable to sign because the following error (shown in the attached photo) appears.  

Hello - I have a Box under a professional email. And a box linked to an LLC. One of these box archives I can no longer access. I end an email - I enter the last known password - which gets zip and I am then request a reset. The reset email seems not to arrive looking through Junk and the regular inbox.  My idea would be to have a chat box where a Box EE could be asked if the email I am using is corrupted - needs a payment - is closed - or otherwise screwed. There is data I need.  So Box - I have been client for about 9 years - how about a pathway to a solution? Thx y’all.

can you provide some insight as of why a user cant delete his own folder? He is on box.com site and any folder he creates in his own sandbox cant be deleted. any reasons why?  

box sign error "each recipient or recipient group of a CFR part 11 request must be assigned either fields or at least one required signature field or initials field".I may have typed this in wrong (cannot copy so hat I can paste the error message here).I have performed the following:Create Signature Add document Add recipient (one only). Add signature Add date Verify “assign to” for signature and date that belongs to the recipient. Click send request. Receive the above error message.What am I doing wrong? I was able to perform this earlier but now I cannot.Thanks

I have a red bar stating that I am out of storage, but I am only using about half of what is available. I have seen on the forum that an admin needs to reset something. The only way I can contact any help support is on this forum as no contact information is available anywhere. How do I actually get someone to deal with this?

I need to help an external collaborator update their SMS contact information from a new phone number for their MFA. They can't find their backup codes. Can you contact me and I can provide more details for the contact? Thanks - Michael Sanders

Someone from another organization shared a box link with me. I was previously able to access it without issue. Now, however, I cannot and receive a message that I do not have permission. The person sharing the box with me says I'm listed as someone with permission to see/edit the folder. Any idea how to actually access this? Will

For about a month now, I haven't been able to open any of my Box files.  I can view them in the browser but can't download them or open them from my Box Drive when I am at the office.  At home, or anywhere else I have tried, they open as normal.  Any ideas?  I work for a school system, but we have completely unblocked my account and I still can't access.  I have used Box for probably 10 years at work with no issues.  

Hello, all!Issue when searching using the search bar inside of my Box folders:  I created a unique term and added to comment of one of my files and refreshed.  I then searched for that unique term.  I don't get the unique term in the Search Results.  I get the Search Results and several drop-down menus of filters  - Type, Date Modified and Search Within.   From Search Within, I have the option to search Everything and Comments.   I have searched for the unique term and zero result, other than my slightly increased sadness.   Is there something I need to do differently, is there an update, etc.?  Thank you, thank you!Laura

Good morningWe sent a link to a client who found that the page was “hanging” and not uploading the 18MB zip file that they were trying to send to us.We cleared cache, browser etc but in the end had to abandon the operation and use the client’s own FTP site.Do you have any suggestions for how we can troubleshoot this issue in future?Many thanks in advance.screenshot - some details hidden for confidentiality 

My Excel document, that has macros gets corrupted when I store them in Box. So, Box does not recommend storing Excel files at it. Can you provide me information on this?

I am not able to add two users within my organization because "Email already used in a Box account but not associated with an enterprise."  How do I fix this problem and add them?

Hello, We have an end user that is not getting a verification email when we setup the new account.  Thanks, 

I got a new computer and had to download Box Tools and Box Drive again. Box Tools works. Box Drive I can't get through the verification. I have put in the correct code several times, but it keeps saying it expired which is hard to believe since I type it in within 10 seconds of receiving it. After I get that message, it resends a "new" code, which ends up being the same one.  

I invited a user who created a personal plan account using a company email address to join my company's tenant, but the user has not been admitted to my company's tenant after the 14-day auto-roll-in period.How can I get this user into my tenant? 会社のメールアドレスを使用して個人プランのアカウントを作成したユーザーを自社テナントに招待しましたが、オートロールイン期間の14日間を過ぎても自社テナントにユーザーが入ってきません。どうすればこのユーザーをテナントに取り込めますか？

I can not get the File Request option to generate a shareable link with an external partner.  Is there a bug currently? This has worked well in the past and over the past week I have not been able to get this to generate correctly.  I continually get this error:.  

Hello,   Several of our Organization folders show they were updated "yesterday by Box System (1)" and appear to be missing lots of files. What does it mean when "Box System (1)" updates a folder? And where are our files?!   Thanks! Maugan

I added a new user, but I didn't receive a confirmation email and can't log in. I tried resending, but I didn't receive the email. I registered the wrong email address for the first time, so I didn't receive a confirmation email. Next, I registered the correct email address, but it didn't help. I checked and your email may be on the "suppression list," so I'm contacting you. Could you check if you are on the suppression list?I added a new user, but I didn't receive a confirmation email and can't log in. I tried resending, but I didn't receive the email. I registered the wrong email address for the first time, so I didn't receive a confirmation email. Next, I registered the correct email address, but it didn't help.I checked and your email may be on the "suppression list," so I'm contacting you. Could you check if you are on the suppression list?

We are receiving this error message when trying to share a folder. We have tried sharing it with one person at a time and groups of people, but we get the same error message regardless. Nobody has been shared to this folder today so we couldn't have reached any sharing capacity limit per day. I tried on multiple browsers and cleared my cache and it still will not let me share this folder. Please advise.  ERROR: "Something went wrong with your request. Please try to invite collaborators again."

I have been working fine on my box drive for last couple of months ever since it was launched for macbook M1 users. Suddenly from today, my BOX folder disappears from my side bar, and when I try and open the folders from search bar I get the message 'Box drive is no longer running. Please re-launch the app and re-login (as needed) to continue syncing data with Box.' since then I have re-installed the app, re-started my laptop but same. I am unable to sync files on the web from my local BOX drive! please help!!!! I cannot work without BOX drive running on my macbook.