I am missing multiple files, files that I have created and others that were shared via box. Need help to either restore or regain access to these as they are very sensitive.
Solved
Missing Files
Best answer by Rona Box
Hi
Welcome to Box Community and we’d gladly help find your missing files.
You should start by locating your missing files, as we begin I have a few reminders:
- When items are deleted from a collaboration folder, both the owner and the person who deleted the item can recover the items from the Trash.
- If you are removed as a collaborator from a file or folder that you've deleted, you no longer see that item in Trash. To see the item in Trash, you must be again added as a collaborator to that item.
You need to determine if your missing files are owned or shared folders. If it’s the latter, please reach out to the owner.
Meanwhile, for the deleted files present in your trash please follow the steps below:
The steps below apply whether you’re selecting from search results or from all Trash items.
- Hover to highlight the row of the item you want. The More Options ellipsis (…) displays.
- Click the ellipsis (...). Then:
-
- To return the item to its original location in Box, click Restore.
- To delete the item permanently, click Delete.
- At the prompt, click Okay.
For more details, please see this article.
Hope it helps! Please let us know if you need additional assistance.
I just removed the tick in a folder that was shared to my account hoping that it only stop the sync to my local drive. Realized later that the folder is actually removed from the cloud as well, including from the folder’s owner account & he can’t find it in his Trash as well.
In this case, how to recover this folder including ton of files inside?
What happened:
- On January 22, 2026, most files in the folder became unavailable/disappeared.
- A small number of files still appear in the folder listing, but users cannot open them.
- We checked and the files do not appear to be deleted, so we believe this is not a simple “Trash/Deleted Items” issue.
Possible causes we’re considering:
- Billing/invoice overdue: Our Box account may have had an overdue invoice around this time, and we’re concerned account status/entitlement restrictions could be affecting file access.
- Permissions/ownership: Some previous folder owners may have left the company, and we suspect permission/ACL issues or ownership transfer requirements.
Request:
- Can you please check audit/activity logs around 2026-01-22 for folder [removed by moderator] to identify events such as permission changes, file moves, policy/compliance actions, or account/service restrictions?
- Can you confirm whether an overdue invoice / account restriction could prevent opening files in a folder (even if files are not deleted)?
- Regarding former owners: Can we change the folder owner or transfer ownership to an active admin/user? If yes, please provide the correct process and any required info.
I am trying to recover a master folder. It was there yesterday but now it is gone. It is not in the trash folder. Is there a way to get this restored? Thank you in advance.
Hi
First, check if the folder you’re trying to restore is your owned or collaborated folder. If it’s the latter, please get in touch with the folder owner instead.
Meanwhile, if you are the folder owner please check your trash:
The steps below apply whether you’re selecting from search results or from all Trash items.
- Hover to highlight the row of the item you want. The More Options ellipsis (…) displays.
- Click the ellipsis (...). Then:
-
- To return the item to its original location in Box, click Restore.
- To delete the item permanently, click Delete.
- At the prompt, click Okay.
For more details, please see this article.
Hope it helps! Let us know in the Community if you need additional assistance.
Our most important folder containing all of our organization’s financial data has disappeared.
Box always notifies me by email when someone deletes files or folders, but I have received no such emails.
What do I do?
Does Box even have a dedicated professional staff that can help, or do just rely on community volunteers?
Hi
We do understand that you need help in locating an important folder. And here are the things you need to check in restoring a missing folder.
First, you should start by identifying if the missing folder is owned or just collaborated folder. If you are the owner, please head over to Box.com and in your trash.
The steps below apply whether you’re selecting from search results or from all Trash items.
- Hover to highlight the row of the item you want. The More Options ellipsis (…) displays.
- Click the ellipsis (...). Then:
-
- To return the item to its original location in Box, click Restore.
- To delete the item permanently, click Delete.
- At the prompt, click Okay.
For more details, please see this article.
If you do not own this folder, please reach out to the folder owner.
We hope that this reply would be helpful in restoring your missing folder. Otherwise, feel free to reply back.
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