Support Forum

I cannot find how to cancel my Box account.  I want to unsubscribe so I am not billed for service

We are sharing an mp4 video file and inviting guests as a Previewer. It’s important that collaborators cannot see each other so we turned this ability off. It’s also important that they cannot download the file. We are using Box Enterprise. After some testing only Viewer Uploaders can preview and play this video. What are we doing wrong?

I just bought some licenses for a group in our company. I want to manage access, but I will not use the product.  Can my login just be an administrator, or do I need a license?If so, how can I change my account?

Hi, I am a new Business Starter member. I’m able to use the “file request” function in my account, however, I recently know that the "file request” requires the Business plan or above.Is this function in my account temporally available, or is it also available for Business Starter? Thank you for your support in advance.

Please confirm that a co-owner's access time is considered "perpetual" as long as they remain a co-owner on a folder or file.   Box is unable to set extended periods by a user’s domain, so the only option may be to make firm users co-owners.

I have tried to re-install Box and receive the message “Box drive has encountered an unexpected error”.  I have followed instructions of manual reset by removing the Box Directory under AppData, and deleting the registry line.  I have uninstalled, rebooted many times, however everytime I have this error on launch of the box drive.

Tried to update Box Drive but wasn't working so I ended an update program in Task Manager now I'm getting an error like in the title.

I had recently upgraded my computer memory and now my files I save on my computer are not syncing to box sync so I can look at them in the field.Need help getting all to sync again.ThanksScott B.

I’m trying to remove an editor from a folder in my Admin console but it keeps giving me an error message “Something went wrong. Please try again.” any ideas on how I can get this to work? 

Its only happened in the last week that every time i load a box folder it views by "name" every time. I have to click "updated:" - which views from the oldest project first. Then click "updated:" again - to view most recent. (which is the most convenient way imo)It used to remember the last used filter. Now it defaults to name every time and its super annoying when looking for/copying files.   Any fixes?

Can you tell me how I can default set the list of folders and files to be in name order, rather than in last updated order? My project uses a hierarchical numbered file structure and my files are often given a prefix of date YYYYMMDD so that they are in date order in the Name column. Thank you. J S Gray

Hi Box, I am still in the free trial of the Enterprise version. I am trying to use BOX SIGN but I have experienced the following problems: If I choose the file directly from BOX, it initially shows uploading then nothing happened. The submit request button is greyed out.  If I choose to select a file from my computer, it will show internal error occurred. So far nothing has worked in Box Sign. This is one critical feature for me to have in order to manage the third party contractors outside of our organization. If you could solve this for me, it’ll be great! Thanks!  

Hi i cant add user to box because email already used in a Box account but not associated with an enterprise,can you help me on this.  Thank you

Hello,  I had an important file that was shared with multiple people and when I logged in today it was not there. I check the trash and couldn't find it there. I spoke with the people I had shared the file with and asked to see if it was in their trash and turns out it's not there either. Please help 

Hi Box Support,We’re currently experiencing issues accessing Box, and it appears to be affecting users in the Philippines—particularly those using PLDT as their internet provider. Several team members, including myself, are unable to access Box at all today, while others using different ISPs (e.g., Globe, Converge) are not affected.Could you please investigate this and help us identify:Whether this is a known issue with Box or a regional ISP routing problem? Any possible workarounds or fixes we can apply in the meantime? If Box support has been contacted or if we should escalate this further?

Hi,  I am getting upload error, but the administrator tells me that the enterprise folders are on an unlimited storage account.  I myself have just the free box account, but I am storing in the folders created for me by the enterprise that I work with.  any ideas?

I changed ownership of a folder from one Box account that I have to another, and all the files within the folder completely disappeared from both accounts. Please assist ASAP.

I haven't received the notification email.The last notification email received was on May 24th, 2025.Since then, I have not received any notification emails.Please resolve this issue.

 I clicked on restore files from trash and it emptied my trash.  But the files have not been restored and my trash is empty.

I’m looking for any way to copy a folder with sub-folders to a new location while keeping permissions. I understand how the waterfall permissions work, but our project folders have around 90-some sub-folders, and only certain Box Groups will be able to see them or edit in some of them. We conduct 100, 200 + jobs a year, so creating permissions manually is not practical. We can use Box CLI, API, Relay (including calling a third-party tool), whatever it takes.Any advice on a path we can take would be greatly appreciated, thank you!Edit to add: if there is a way an end-user can kick off a Relay job to set Box Group permissions, that would work as well, which they can run when they create the project.

Hello,I'm using the Embed Widget on my website and on mobile it doesn't render well because of the green notification bar. The notification cannot be closed when I click on the white cross, it just keep reappearing (bug?). How can i remove it please ?

I recently added a new user and uploaded documents to his account. Yesterday (03/02) he downloaded a pdf document, and since then I have been getting download notification email, every hour, on the hour.  Checked all the notification settings and everything seems fine. Suggestions?

1.Does BOX support encryption and virus protection? How is it implemented? 2.Can it be integrated with Active Directory? 3.Can access to the BOX service be limited to those using the enterprise intranet?

I had a BOX account for many years. My credit card was compromised and I forgot to update. I now need to re-gain access to my account. My login credentials no longer work. How can I re-gain access to my account and get my payments up to date? 

I am running Mojave for now. The box installation instructions don't work. I open system preferences and unlock it. Instruction 3 says 'Find and click "Allow". Find what? I have a menu - General, FileVault, Firewall and Privacy. I assume it's privacy and Box is ticked in all relevant places. It never works and I am getting sick of being prompted every time I start up. Very disappointed that box don't have actual support rather than the usual vast array of information you have to sort through and that usually isn't relevant.