Support Forum

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.

We have issues with the install of Box Drive on Surface 9.. Error logs were submitted.  How do we get this resolved?

the Box used to have preferences where you could select folders to sync to the desktop. It's no longer available for me, I have the newest 2.27.242 version. Help pls, I don't need all my files and folders on my desktop. 

Hi there, I received some comments on a box file uploaded in the "Google Docs" format. However when I go to preview the comments, they do not actively correspond to mainline text, and therefore I can't tell what goes to what. Have tried downloading as a word file and opening in Google Docs to no avail. 

I logged into my account after 3 weeks and all of my files are missing. They are not shared and I have not deleted anything. I upgraded my account today to see if I could retrieve them with more storage, but no luck. I wanted to start a business account for my team, but I will not be doing so unless Box gives back my files and can guarantee our work is secure.

I use Box as a contributor to folders other people have set up. I was trying to upload a file to one of these folders and I got the warning that my "10GB limit has been reached" and could not upload any more.  This collaborator folder already has a size of 99.5GB, so well past 10GB. I checked again, and my account says 0 bytes of 10GB used. What's the problem? 

Hi! My university is new to Box, so I'm reaching out to the the community. I have a Mac user who is stuck on the Device Security Check. They installed Box Drive and the Box Tools extension per the instructions that pop up in Safari when logging into Box Drive app. However, despite this, each time they login to Box Drive and/or try to login via Safari, it keeps giving them the "Device Security Check" page. They even tried accessing it through a private window (and ensured in Safari settings that the extension was enabled even in private windows) and still get the same thing. They've updated Safari and and their OS to the latest version (our device protection settings for Macs only require Monterrey or later). They've cleared their Safari cache and don't have any other extensions installed. I'm not sure what else to look at? Hopefully, this is something other folks have encountered and have suggestions for. Thanks! Mary  

I cannot login to Box.com account on the proper email due to losing the authenticator when phone was lost. I cannot find the backup codes either. I need assistance accessing that account.P.S. The instructions say "Create a support ticket" yet you cannot create a post here without logging in. That's not helpful as I had to create a new account on a different email just to post this.

I have one paid account and one free account. Is there a way to merge them? 

I am unable to create a password for my account. I need this because a file shared with me requiring a complex password. 

Hi all, I have given my collaborators Viewer/Uploader access to a folder. However, they sent me screenshots of what they see and there is no button for uploading! I have done this before with no issues, so it seems that something in the program has changed. Can anyone provide assistance? See the screenshot below for what they see:

It shows I have 3 seats but lists only 2 email addresses on the managed users page. Please fix!!  

I have not received a link for password resetting? what is the problem?

Hello, I have a question regarding managed users. Recently, I purchased three licenses for the Box Starter plan. However, even though there is only one managed user, the system shows that 11 licenses are in use, and I am receiving alerts prompting me to purchase additional licenses.Additionally, the email domains of the managed user and external users are different. I would like to ask the following: What is the cause of this issue? Is it okay to ignore the purchase alert and continue using the service as is? Thank you for your time. I appreciate your support.

Hello, I have a user who already created and then deactivated an account who I need to add to our enterprise.  I tried to ignore the errors and click save twice per this post: https://support.box.com/hc/en-us/community/posts/28062615049747-Adding-existing-user-to-enterprise.  But in my case it still does not work.

I am trying to set up an account that our payroll company suggested. It is not allowing me to verify my email address.

Hello Support, I am having issues opening Box Drive on my Windows 11 Computer.  I am getting an error saying that there are Files open that are preventing Box from Starting. I have uninstalled and reinstalled Box, and restarted my machine multiple times.  Please Advise on next troubleshooting steps.  Thanks  

unable to download or open file from Box desktop app, the error is unable to download due to low disk space. I have confirm my desktop has plenty of disk space, and my box account still has 3.5G of storage. However I can open the file from the web browser.

Hi guys!  I cannot download a file that was shared with me on Box because it is required that my account has a strong password.  I do have a strong password to log in but anyway my account is showing this:  So when I click it I get a window where I can change my password, however when I do it, I get this:  Can you help?    Tom 

My colleague received a file sharing invitation via Box from one of our business partners. After receiving the invitation email, he gets an error screen when he tries to log in. He needs to access these files urgently, so please advise how to resolve this issue. His email address is <personal-information redacted>. He has reset his password twice, but this hasn't resolved the problem. After clicking the "Accept Invitation" button in the invitation email and signing in, he gets an HTTP 500 error and then the screen goes completely white.

Following an aquisition I need to change the primary domain & email address on my account.What is the process?

After uploading a word document to box when the client when to open the file they were met with this message.   Is it a requirement for them to work on the document live, not just in reading view and not just in the desktop app. Please can you explain why this is happening. The document is not set to read only and previous documents uploaded the same way have not had this issue. When the file was downloaded and reuploaded on to Box it was fully functioning again. 

Hi folks, I'm looking for some help with 2 issues I am having.  1. My Leader has uploaded a updated version of a document I previously signed and asked me to resign it due to some small changes that were missed first time it was signed off. But when I open the updated Word document to sign, and go to Request Signature and select Sign Myself it isn't allowing me to sign the document, its automatically redirecting me back to my signed documents folder and at the same time it's also creating another PDF version of the document I just tried to sign without success and uploaded it to the source folder but there is no signature on the document.  I was able to sign documents a few days ago, but could this have anything to do with my permissions changed in BOX?  2. I downloaded a word Document from BOX to make some edits uses Change Trackers. I noticed when I downloaded the document and compared it to the open document in BOX that the headers and footers were removed from the downloaded versio

Hello, I work for local IT and I am assisting a user who has a company issued Box account. Whenever he tries to upload, he's getting a message that his storage is full but it's not. He has one or two smaller files and that's it. I saw answers in the past that this was able to be resolved with assistance from Box Support. Any assistance here would be greatly appreciated. 

Hi there I signed up via Google SSO and when I try to change my password (I currently have no password) to access a folder that requires a strong password, I repeatedly get an error message. Can someone help me set a password.   this seems to be a recurring issue  Thanks