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Question

Lost my files

  • August 13, 2026
  • 1 reply
  • 23 views

Hi I have been using Box for a long times, but I don't know why my account was signed out and when I signed in again, I lost all of the files that I uploaded. Although I find the them in trash there were nothing. Please help me to get them back.

1 reply

  • Jill
  • Community Manager
  • August 13, 2026

Hi ​@Kaycee ,

 

Welcome to Box Community and glad to assist! 

 

I understand how concerning it is to log in and find your files missing and your trash empty, but I am here to help you get this sorted out.

 

Upon checking your current storage is 0 B of 10.0 GB and do not have a content. Based on similar cases, when a personal account is signed out and logged back into only to find all files gone and the trash completely empty, it is almost always because you have accidentally logged into a different or newly created Box account. This often happens if you have multiple email addresses (such as a personal Gmail and a work/school email) or if there was a typo during the login process.

To help recover your files, please try the following troubleshooting steps:

  1. Verify Your Login Email Address:

    • Log out of your current Box session.
    • Double-check which email address you used to log in.
    • Look through your email inboxes for any past Box notifications, collaboration invites, or welcome emails to confirm which email address is actually associated with your active Box account.
    • Log back in using that exact, verified email address.

Please note: This recovery grace period does not apply to Free Individual plans once content has been permanently purged from the trash.

 

Please let me know if logging in with your alternative email address resolves the issue. 

 

Thanks for posting! 

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