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Question

My Archived Photos and Videos are Gone?!

  • May 22, 2025
  • 3 replies
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I've had a personal Box account for many years, going back as early as 2014 and I used it for archive purposes.  It's been a long while since I've accessed my content so when I try to login to Box, somehow my personal email is no longer tied to a Box account (per Box Product Support).  This makes no sense because I've been paying $79.99 annually for the Box Personal Pro Plan (through my Apple ID subscriptions) and this is tied to my personal email account.  Box Product Support said to sign up using my email (which I did), but of course my photos and videos are gone.  Is there anything that can be done to restore my missing files?  Someone please advise.

    3 replies

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    Hi Christopher, 

    Welcome to the Box Community!

    You may want to contact billing team with the invoice or receipt of your payment so they can verify what email is tied to your paid Box account.

    You can email billing@box.com or submit a ticket on this page: https://support.box.com/hc/en-us/requests/new

    Thanks for posting in the forum and let us know how else we can help!

    Best,

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    Hi France,

    I just emailed billing@box.com asking to verify what email address is tied to my annual payment for Box Personal Pro Plan.  Also, you can refer to an old case ID # 752694 (Box for iOS 3.5.2.7856) opened with Box 7 years ago as evidence of my Box account being tied to my personal email address.  I shared this information with Box Product Support as well for my current case ID # 2493180.

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    France,

    I replied to AJ and Box Product Support.  Per Case ID # 752694, I did cancel/deactivate my personal email address in order to add it as a secondary email to my existing account created under my work email address.  Then, Box had removed my personal email from deactivated status and I was able to confirm that I added my personal email to my already existing account under my work email.  That said, my Box account under my personal or work email address and the files I had saved should still exist, right?

    I also attached Apple receipts (from 2016 up to 2021) with billing information showing proof of my Apple ID (personal email) tied to my Box.com account.  If I've been paying for my Box account since 2016, why on earth would my Box account no longer be tied to any of my emails and why would all of my content suddenly vanish?!
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