Support Forum

I have an individual account (no administrator). I can't find a way to change my primary email address.

We have several users that were dropped from groups. I have verified that our groups are created and provisioned correctly. Need some assistance in understanding what is happening. 

Hi all, A shared folder recently went missing for all of us, and it isn't in our Trash folders. How can we recover it?  It was in my "All Folders" top level. I had been accessing via a bookmark. Now the bookmark gives an error ("Oops! We can't seem to find the page you're looking for."), navigating to "All Folders" level doesn't show it either, and a search for files I know were in the folder comes up with nothing. Thanks! Best, Nathan

I am attempting to reconfigure 2FA for my account and the QR code never loads. When I attempt to use SMS/email verification, I get an error saying they are invalid. I have seen other posts on the community suggesting the same - can you please help?  I am running out of backup codes to use at login for 2FA and fear I will be locked out of my account. Please help.

Sometimes documents open properly.  Other times, I get a "Launching Application" dialog box, but nothing opens on my computer.  

Payment failed, but 100GB is available for use. Please contact me.繳費失敗，卻可以使用，可是無法重新付款，我找不到通道能聯絡到你們。Payment failed, yet I can still use the service. However, I am unable to make the payment again, and I can't find a way to contact your support.

Since May 2024, I have been uploading photos and videos taken on my iPhone to Box using my Mac. However, upon recently reviewing the data, I found that some videos had been automatically converted to JPEG images, and I can no longer play the videos. I understand that if I upgrade to a paid plan, I may be able to use version history to recover these files. However, I’m hesitant to pay without a guarantee that I can actually restore the videos. If I revert to a previous version, will it truly allow me to recover the videos from the images they have become? I am very concerned about this issue. Any assistance would be greatly appreciated. Thank you.

I am getting error while opening Box drive and unable to access files, after my system recently got both box drive update and windows 10 update of .NET framework 3.5 etc. The error description is as below : Unhandled exception in script Failed to execute script 'bfd_main' due to unhandled exception: DLL load failed while importing win32api: The specified module could not be found Kindly resolve the above issue.

Hello, I created a box.com account using gmail sign up because a client shared a folder with me. Once registered I could see the shared folder but it said I needed to create a stronger password first to access the files. I went to my account and selected to add a password since I signed up with gmail and didn't need a password. I received repeated errors. Tried all variations of a password, tried to add 2fa as a workaround, no luck. I tried deleting my account to create a new one manually but now it says my email is already taken or there is a billing error (even though its a free account). I got an email about reactivating my account and tried this and got another error. This has been incredibly frustrating and I really need to access the client file. I would appreciate some help and guidance.  thank you

I am trying to open a MS PowerPoint and MS Excel applications but these applications are not launching. Opening on PowerPoint Online and Excel Online work but that is not what I need. I need the application to work. I get a pop up window saying "launching application" but nothing happens. I have been able to launch these applications in the past.

Traceback (most recent call last):  File "box\app\bfd_main.py", line 18, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "box\patch\win32timezone_patch.py", line 12, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "win32timezone.py", line 244, in <module>ImportError: DLL load failed while importing win32api: The specified module could not be found

I run a Special Needs home and the files in Box saved are all their personal info on services, family, and history of medications.  They are ALL gone!  I must have them right away to properly serve them and advocate services.  Please how to retrieve them right away!!  I am not savvy at computers, I would need a very simple step-by-step instruction of how to retrieve them.  PLEASE HELP!  Cami.

Hello, I am attempting to add a second email and have not received an email with a link to verify.  I have received an email that states "The email xxxx@xxx.com is pending verificatuion for the Box account "xxx." You can manage your email addresses in Account Settings." There is nothing to click in order to verify the email.  I have tried resending the verificaiton and continue to get the above email.  How can I verify my email so it is not pending verification. Thank you!

I need someone to help me access my box account since there is no way I can get the 6-digit password that the authenticator asks for, which one should I use? how do I configure it? Not the current account, but another account.

Hello.  I upgraded from personal plan to Enterprise and all of my files and folders have disappeared.  It's been 24 hours

In an ideal world, would like to use Box as a collaboration point with various clients for a ticket tracking platform to allow access and restrict access as needed to certain groupings.  Does Box offer any such embedded app or ability?  I suspect it is not the right tool, but I wanted to check, since that is what all the clients currently already have. Thank you.

Hi there I have a Box account that I've lost access to. The email address associated with the account hasn't been working for several years. Until recently, I was able to log in using the old credentials, but now I'm unable to access the account. I would really appreciate any help you can provide. I need to recover all the documents I had stored there. Thank you.  

I need help deleting my account, I no longer need this website. I also need to pay the invoices that are sent to me but I can’t find them anywhere.

Re: Box Product Support - Case #3222632 Dear Joan and team, I have provided the information to verify my ownership of the account. Could you please review my email from my Gmail account? I need the access ASAP.   Thank you. Kind regards, Winston Oo

Every time I open my PC, I get an upload error message like the one in the attached image, and I have to go through the trouble of opening and closing it every time. Please let me know how I can get rid of that error message.

Hi! We need an assistance from your team to delete the Box account for <personal information-redacted>. We can't create an account for her on our organization since she already have an account with the same email address but in other organization.Error message when creating her account: "Email already used in a Box account but not associated with an enterprise". I hope to hear from you very soon. Thank you! 

This is a personal account there is no administrator

Hello there. An enployee has left the company and he had proprietary data files in our account and also in his own personal account. What do we need to do to retrieve them. Please provide exact instructions so I can relay this to my boss. Thank you so much! K

I am getting an error that primary and secondary emails have to be verified. They are. What am I missing?

Many files(folders) and photos have been shared with me, and they are shown in the "All files." I want to organize the shared files(folders, photos) by creating a directory called "Shared" and a sub-directory called "Photos," where I could keep all the shared photos in that folder rather than show them in "All files". When I tried moving the shared files to another folder, it showed an error. How will I be able to organize the shared files (folders) on my end? Thank you.