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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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  • 36,234 Replies
10000 Topics
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community-managerKnown Participant
asked in Support Forum
Dear support, please help me activate box shuttle

Hello, we need to transfer our data to AWS S3. In attempt to activate Box Shuttle, i am stuck in the pin pong loop: - redirected to our enterprise box home page from Box Shuttle web page - redirected to Box Shuttle web page from Integrations pageWe just need a trial of the basic plan. Please help us activate it! Thanks

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community-managerKnown Participant
asked in Support Forum
The price of payment for trial period

Today I got your invoice and the price was 67,716 JPY for trial period.   I would like to keep using but not full range of the functions. Or any reason for me to use all range of the functions is there?

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community-managerKnown Participant
asked in Support Forum
BoxDrive will not work with sign up with google account

I signed up for the Box account using the Sign Up with Google feature. However, when I installed the box on a Windows 11 laptop, it would not log in. Please help!

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community-managerKnown Participant
asked in Support Forum
削除したユーザの復元

間違ってアカウントを削除してしまったため、その復元をお願いしたいです。 1.ユーザーの名前：松井 節司2.ユーザーのメールアドレス：<personal information-redacted>3.ユーザーが削除された日付：2025/3/21

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community-managerKnown Participant
asked in Support Forum
Unsubscribe

No Unsubscribe button should not be authorize by law. Please Unsubscribe me from your list and close my account.

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community-managerKnown Participant
asked in Support Forum
The change of the mobile phone number has made two-factor authentication impossible.

Hello. The change of the mobile phone number has made two-factor authentication impossible. I am logging in with another account to inquire because the account I want to change cannot enable two-factor authentication. Please let me know how to deal with this. I would like to contact you individually regarding the email address of the relevant account. Thank you.

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community-managerKnown Participant
asked in Support Forum
I Would Like to Reset Two-Factor Authentication

Hello,The account that I am about to invite to the organization is unable to pass multi-factor authentication.Could you please let me know how to disable two-factor authentication?

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community-managerKnown Participant
asked in Support Forum
Change the message displayed

When I go to a PDF file with a password in a box from the website, the following message appears. Is it possible to change this message only for the PDF file in question? The message “The preview could not be loaded because the document may be protected. Please open or download the file to view it.”   （I hope this is coming across well since it is an automatic translation from Japanese to English.）  

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community-managerKnown Participant
asked in Support Forum
Files gone after 6 month

I was invited to collaborate on a folder which held private files by my company to download to my computer, but I couldn't download them until now due to my broken computer but now they are gone...

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community-managerKnown Participant
asked in Support Forum
It doesn't load my files

Hi, I'm a customer. Everything was fine, but suddenly you no longer want to upload files to the cloud?

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community-managerKnown Participant
asked in Support Forum
Excel Spread Sheets Now Displaying as an Image Instead of a Spread Sheet

Recent changes in the platform has caused MS Excel spread sheets to not display like MS Excel spread sheets, but more like an image or a pdf. When you are logged in it seems to work, but not for the end user. My spread sheet is full of hyperlinks that are no longer clickable, so need a remedy or I will have to use another product to share my information. Two images below: top one is how it is now, and the bottom how it used to be. Any assistance appreciated.Probably the same issue as Excel Data Filter – Box Support

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community-managerKnown Participant
asked in Support Forum
Access Offline Files (original, not preview) on Android

How can I access files I made available offline from other apps or at least be able to choose which app to open with, when opening the file from within Box? I keep getting the message "No installed application can open this file", when in fact I know which app to use, but there is no way to access it from Box. Preview Unavailable You can try opening the file in its source app. How can I do this I wonder, when the source app is on my Mac, and I want to open it in my phone, but Box can't recognize the app on my phone as an app able to open the file?    What's the point of Box then?

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community-managerKnown Participant
asked in Support Forum
Security and document sharing

I am working with collaborators from research institutions that use Box. I previously did and now can't use my University email to access a Box account. I would now like to be a co-owner so I can add/remove multistate collaborators, but can't find a way to do this. I'm not sure if it is the permission for Box at that institution or because I'm signing in with a gmail?  Does anyone have an easy work around or something I'm missing or do we need to look into a different doc sharing platform? Thanks in advance for any insights!

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community-managerKnown Participant
asked in Support Forum
Salesforce error throwing on Box Sign screen when adding the Email Template

I have set up a Box Sign process to trigger off of a "Send Box Sign" button on the Task object in our Salesforce org. I have an email template set up so that users can easily select it from the Box Sign screen. When I select the template, the following Error message displays: "Error SendEmail failed. First exception on row 0; first error: INVALID_ID_FIELD, Invalid entity type for whatId.: [whatId, 00TUg00000TSC7T]" The template is still added and I am able to send the Box Sign successfully, so I am not sure there is an actual problem. But I would like to know why the error is displaying and hopefully avoid it, so that end users do not get confused by it. I have  set up Box Sign processes on our Account and Opportunity objects that use templates with no issue, so this appears to be an issue with using the template specifically from the Task object.  

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community-managerKnown Participant
asked in Support Forum
Cannot create password

I am trying to create a password because it is required by my former employer to give me access to my personal files. the password creation is giving an error all the time. please help!

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community-managerKnown Participant
asked in Support Forum
Network Error

We could not download through the box link due to "network error".

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community-managerKnown Participant
asked in Support Forum
Box Drive Folders Have Disappeared

Box Drive Folders and Files have Disappeared all of a sudden, I can't find it anywhere.

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community-managerKnown Participant
asked in Support Forum
Cannot Update Password

I have an individual account, using google to sign-in. I'm unable to change, or create a password. Every time I get an error when trying to create a password. I cannot change the password since I don't have an existing password. 

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community-managerKnown Participant
asked in Support Forum
How to complete 2-step verification setup?

When I want to access some folders, system shows Authenticator App Setup Required. I enter my account setting and see the 2-step verification is enabled already. There is no useful information for reference to find out what is going on. Do I need to install the "MS Authentication APP" on my cell phone for getting the login code at everytime login? 

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community-managerKnown Participant
asked in Support Forum
招待メールが届きません

特定のメールアドレスに招待メールが届きません。類似投稿も確認し、情シスの方にも問い合わせて確認しましたが解決できません。以下はこれまでの経緯と確認済の内容です。 他に原因となる理由があれば対処法を教えてください。 【経緯】 ・会社統合があり、統合後のメールアドレスに対して一括して招待を管理者におこなっていただいた ・該当のメールアドレス（１アカウント）のみ正常に送受信できない時期があり、その時期に招待メールを送信してもらっている ・該当のメールアドレスが正常運用できるようになった後に、再度招待メールを送信してもらったが届かない ・各所に確認し原因となりそうな理由を調査したが、どれも該当せず該当のメールアドレスのメールサーバ自体に招待メールが届いていないことまで確認済 ・招待者が招待メールを送信後に送信確認メールが届くが、該当のメールアドレスに招待メールを送信しても送信確認メールが招待者にも届いていない   【これまでに確認した内容】 ・迷惑メールフォルダの確認: 招待メールが迷惑メールフォルダに自動的に振り分けられていないか、もう一度確認してください。（確認済：振り分けられていません） ・メール受信設定の確認: 招待メールを送信しているアドレスが受信拒否設定になっていないか、確認してください。（確認済：受信拒否設定自体設定していません）・メールボックスの容量確認: メールボックスの容量がいっぱいになっていないか確認し、必要であれば不要なメールを削除してください。（確認済：他のメールは問題なく受信できており余裕があります） ・メールアドレスの確認: 招待メールを送信する際のメールアドレスに誤りがないか再確認してください。（確認済：何度も確認していますが間違っていません、通常のメールは送受信できています） ・メールサーバーの設定確認: メールサーバーが特定の送信元をブロックしていないか、またはメールサーバーに障害が発生していないか確認してください。（確認済：ブロックはありません、該当メールがメールサーバー自体に届いていないというのを確認しています） ・抑制リストの確認:アカウントを作成する前に招待メールを送ってしまったことで抑制メールとして認識されているのかもしれません。（確認済：確認してもらいましたが、抑制リストには登録されていませんでした）

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community-managerKnown Participant
asked in Support Forum
Submit a ticket

If I am missing the obvious, please let me know. Based on the other comments I don’t think I am. Your help cancelling is appreciated

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community-managerKnown Participant
asked in Support Forum
Repeated Box Tools installs

I have downloaded and installed Box Tools on a number of occasions. Every time I try to open a document from the web to an application (Word, etc.), I receive a message that I need to install Box Tools, even though it is already installed. I have read through forum and support posts, and have had no luck solving this issue.

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community-managerKnown Participant
asked in Support Forum
Account set-up incorrectly, misunderstood the users translated to buying licenses for 3

I need someone to contact me regarding my box account that I recently set-up, I misunderstood the pricing and users and thought 3 users were included therefore selected 3 when I purchased the annual subscription. I am a sole business owner and just need the annual subscription for myself. 

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community-managerKnown Participant
asked in Support Forum
2-Step Verification Authenticator App Setup Broken

I tried to setup a 2-Step Verification Authenticator App and when I enter in the code, it always tells it's invalid. Looking at the browser console. it says "{"statusCode":400,"error":"Bad Request","message":"Failed to verify factor for enrollment"}" I tried two browsers and the error is always the same. 

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community-managerKnown Participant
asked in Support Forum
アカウントの確認メールの再送信を依頼

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