Support Forum

A client of ours started their trial using their Gmail account and then confirmed their company email and now can't login. When they email support@box.com they get a email back to go to the forum. When they try to login to the forum here, they still can't get logged in because of this email thing. Even after changing the password, our client STILL cant get in.

I am trying to log into Box Drive, but I am being asked for two-factor authentication.The phone number registered at the time of setup is outdated, and I have since changed it.As a result, I am not receiving the code and am unable to log in. Since I cannot log in or change the settings,would it be possible for you to update the phone number used for two-factor authentication?

In an environment where Box and BoxTool are installed, uploading from Box to SharePoint by specifying a folder fails.Uploading is successful when specifying a file.The issue occurs on some devices and not on others.Could you please advise or provide the settings required to reproduce the issue on the device where the issue does not occur?

Personal use, free membership,using Box storage I want to change my email address, but I can't find the change email address field in my account information tab(the email address in use is displayed, but I can't edit it).   JP translate; 個人用途、無料会員 メールアドレスの変更がしたいが、アカウント情報にメールアドレス変更の項目が見つからない（使用中のメールアドレス表示はあるが編集できない）

Dear Box Support Team, I hope you are doing well. I am reaching out to get clarity on publishing our Box integration app and understanding its API usage policies. App Details: App Name: Secuvy Published App Link: Secuvy on Box [https://app.box.com/integrations/secuvy/i/Ww8I4QzwoI] Current Authentication Method: Client Credentials Grant (using Client ID, Client Secret, and Enterprise ID) Target Usage: Free API calls to clients' Box storage accounts Questions & Clarifications: I came across information stating that published apps are free to use, with an API limit of 1,000 calls per minute. Could you confirm if this is correct? What is the process for publishing an app that clients can integrate into their Box accounts while ensuring that API calls remain free for them? When trying to add the Secuvy integration, we encounter the following error:"The Secuvy integration could not be added as it is lacking the proper configuration. Please check with an enterprise admin if the integr

I am currently experiencing an issue with Cloud Box limiting the ability to trash documents in the test shared holder.  When I try to delete items from the shared folder, I receive a message "There was a problem completing your request.  Please try again."  I just found that, in Box, folder colors indicate ownership and collaboration status.  I noticed that the test shared folder in grey (which is external collaborated folder owned by someone outside my organization) was created under "All Files" in yellow (which is personal folder owned by me, with no collaborators added).  My counterpart organization, which created the test shared folder says our side need to change the setting of the "All Files" from yellow to grey.  I am wondering if you could help me obtaining the necessary permission to delete (trash) items in the folder.

Hi - I followed the instructions to try set up custom terms of service for my company but i don't see where in the "Custom Setup" tab to set this up (appears to be missing). Can someone please assist? 

Hello,  I'm trying to add an external collaborator to our account as a full user, but it's not letting me. The error states that it can't be done because their email belongs to another org. What is the workaround here? I need this person to be able to have full access, but they still need access to their other Box account.  Thank you in advance. 

How do I export a list of hyperlinks for files in a folder?    Thank you!

I'm looking for a way to update my email address login username : <personal information-redacted> Is there a way for me to do this?  Can you help ?

I am on the Business plan. I am trying to set up a folder to be my universal dropbox. I created a folder and set up File Request with the folder. I have encountered three issues: I have set up custom branding with both "Logo for use on Brand Color" and "Logo for use on white" and my brand color. I have File Request Branding Settings as "Logo on Brand Color" but it keeps using my "Logo for use on white" no matter what I do. When I delete that logo, it shows no logo. When I switch to "Logo on white" it still shows the wrong logo. No matter what I do, it shows the wrong logo. I believe this is a bug. I know that we are able to have the file uploader enter their name and email but my File Request dropbox that I set up does not ask them that. Where is the setting to be able to enable this? Can I add custom questions too? I also tried to set up my first Relay Workflow. I wanted the Relay to create a new folder in my universal dropbox folder, then move the newly uploaded files into the new su

Unable to toggle the 'unshare' box even when the folder has been shared.  

I tried to invite someone as a collaborator to view a file on my box account. She got a message in her box account “redirection failed” - the item does not exist. I can’t figure out why this is happening. HELP

アドレスが届きません「noreply@box.com」

Invited as an editor from a 3rd party.  I was receiving notifications until 2/26 and they suddenly stopped.  IT has verified we are not seeing the emails come through.  I have confirmed my notification settings and the emails are not going to spam,  3rd party removed and added me back to the shared folder.  Any feed back is appreciated.

I downloaded the Box Drive for Windows x64 and tried to install and received the following message during installation. I was able to install Box Toolbox successfully.

I created a new account, got a starter plan with 5 seats. Now i want to add users to that account/plan. The users I have already all have existing accounts, with documents we want to move to this plan. How can that be done?

I just created a Box account to access a folder of pictures that was just shared with me. To access this folder I am prompted to create a "strong password." When I try to do do it tells me my original password was incorrect.  I assumed this may be because I signed up through my gmail account and didn't create a new password. So I go to settings to create a password but It keeps giving me an error message "there was a problem changing your password" I've tried various different passwords with different characters, numbers, capitalizations. I have no idea how to move forward. Any ideas? 

Hello  We have removed the accounts of two former employees from our organization and now need to restore their accounts along with all their files. Could you please assist in recovering their accounts and the files they owned? User1 Maya Nozaka <personal information-redacted> User2 Kate Barry <personal information-redacted>    

After opening box I am getting error as Oops! We can't seem to find the page you're looking for.What can be done to resolve the issue.

Hi Team,   Hope you are doing well. We are trying to access a box link which returns the following error, kindly advise.

I was offered a 3 month trial via email, but then when I signed up the trial is only for 2 weeks. I need this corrected. Here is a screenshot of the offer.

Currently, the number of managed users is 1, and the number of external users is 15However, the number of managed users is listed as 16, and 16 out of 3 licenses are listed as in useWhy is thatManaged user is 1, so no additional license is required 現在、管理対象ユーザーの数は1、外部ユーザーの数は15です しかし、管理対象ユーザーの数が16と表示されており、3ライセンス中16ライセンスを使用中と表記されています なぜなのでしょうか 管理対象ユーザーは1のためライセンスの追加は不要だと考えています

I bought a Business Plus Account License with a Service Period: 05/16/2024-05/15/2025 and all of a sudden it says that me and my team are running the account on a free plan.     

I can't access a shared folder due to a strong password requirement. I signed in with Google SSO so I do not have a passcode. When I click to create a passcode, I get an error message that says there was a problem changing your passcode.  Also, I reviewed past posts for this and the recommendation was to use the password reset link. I have tried this multiple times and I have never received an email to reset my password. I have checked inbox and spam multiple times.