Losing file directory access when de-linking from an administrator

👋 Hi ​@john, welcome to the Box Community!

I see that you've submitted a ticket regarding this issue and are already in contact with our Product Support team. Please continue coordinating with them to help restore access to the file directory.

Just to add some context around access: I noticed that the user in question is still listed as the account admin (not a co-admin). If you have admin access and can log in using the primary admin credentials, you might be able to check whether the file still resides in the admin's account. If not, our Support team can assist further in locating the directory.

In the meantime, feel free to reach out if you have any other concerns. 😊

Thanks. The Admin is no longer at the company, which is causing the problem in resolving it.

Hi ​@john, much appreciated! If the admin has already left your firm, that will be another concern that needs to be resolved.

In addition to gaining access to the file directory with the help of our Support team, I highly suggest proceeding with Transferring Admin Privileges to Another User. If this cannot be done internally, please contact our Product Support team, and they will assist with the change.

The primary admin manages the enterprise as a whole. By keeping the account and admin roles up-to-date, you can prevent admin access issues in the future. 😊

Thanks, Jey. The instructions say that the current admin needs to do the transfer, but she is no longer at the company. Is there a way to contact product support?

Hi ​@john, yes, that is correct. To keep an account secure, we recommend that the admin transfer be handled internally.

However, if you no longer have access to the current admin and your IT team is unable to recover her email for a password reset, our Product Support team can assist further. You can continue working under the same case number to resolve this.

For future reference, if you need assistance from our Support team for any other concerns, you can reach out by submitting a ticket. 😊