No access to shared files, or any files.

Question

I was sent a link to a shared file but was not able to access it. Instead it said, "Sorry, we couldn't find what you're looking for." I checked to see if it was just that one file and unfortunately I cannot access any files that I need. 
How can I get this fixed? 
Thank you

community-manager · Answer

Hi Rachel,Welcome to Box Community and glad to assist!If you are having trouble accessing a file or folder that has been shared with you, verify that you are signed in to the same Box account that the collaboration invite was sent to.Example:A user's box account email address is: janedoe@domain.com.Their email inbox is signed into jdoe@domain.com.They are invited to a folder using the email janedoe@domain.com and accept the invite from their inbox.They will receive the error below in their Box accountTo rectify this, please follow the steps below:Confirm which email the invitation is being sent to.Check which email address your Box account is associated to. To do so, go to your Box account, click on your name on the top right hand side, then navigate to "Account Settings."Make sure the email address the invitation was sent to matches the email in your account settings.If they do not match, have the invitation sent to the email associated with the Box account.Note:Please ensure that all collaborations are sent to yourprimary Box email addressand not to your secondary email address if you have one tied to your account. This can also cause the issue above to occur.Hope it helps!

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