Not eligible for online reactivation when activating account

I would like to continue using the account that is associated with this email address.

I accidentally deleted the account, but when I try to restore it, I get the following message and cannot recover it:

> An error occurred while processing your request.
> The account associated with this email address cannot be reactivated online.
> Please contact the Billing Support team (+1 650 329 1210 or [billing@box.com](mailto:billing@box.com)).

Could you please let me know what I should do in order to restore my account?

Dear ​@tk-kw, welcome to the Box Community! I’ve moved your post to this related topic.

Currently, only business-level Box accounts have the ability to reactivate online. To assist you with manual reactivation, kindly email our Billing Team at billing@box.com. For verification purposes, please ensure that you contact us using the email address associated with the affected account.

Additionally, I’d like to address the concern you raised in your related support ticket regarding reactivation and email changes. While I understand there are some challenges with claiming the domain, this information would be helpful for future reference if you decide to update the email address on another account.

For the existing personal account currently associated with the email you wish to use, make sure it’s active. Add a new email from your account settings then set it as primary. Remove the original email so it can be released from the personal account.

You can refer to our guide on Login and Email Addresses.

For the target account, Add a Managed Domain first as part of our Box Zero Trust Enhancement. Once the domain is claimed, you may proceed with updating the email address.

Thank you, and wishing you a wonderful day! 😊

Nice to meet you.I deleted my free account on November 6.I would like to reactivate it.1. Account nameMitsui Otsukamitsui otsuka2. [removed by moderator] Deletion date2025.11.64. Request for reactivation

👋 Hi ​@mitsui, welcome to the Box Community! I’ve moved your post to the relevant topic. We’re glad to hear you’d like to reactivate your account.

For assistance, please email our Billing Team at billing@box.com. To verify your account, be sure to use the email address linked to the account you need help with.

Feel free to reach out if you have any other concerns. 😊

Hello!

My another account suddenly became inaccessible. When I try to log in with my correct username and password, the system prompts me to reactivate the account. However, when I proceed with the reactivation process and enter my account information, I receive a message [There was an error processing your request. The account associated with this email is not eligible for online reactivation. Please contact our Billing Support team at [removed by moderator] or billing@box.com.

I have very important files stored in that account, and access to them is extremely important to me. I’ve tried to send a E-mail to billing@box.com but I didn’t recieve a reply.
Could you please assist me in recovering my account or help reactivate it? I would be very grateful for any help you can provide.

And since that account was deactivated, I post this topic with my another account. The inaccessible account’s username is in the screenshot.

Thank you very much for your time and support!

<personal information removed>

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

I see that you’ve already submitted a ticket, and your reactivation request is currently being reviewed by our Customer Support team. A specialist will follow up with you via email once there’s an update.

Since this requires an account‑specific review, it’s not something the community can assist with directly. Sorry for any limitations.

Thanks, and we’re looking forward to getting this resolved for you.

Dear Box Community Representative,

My name is Sone from 8ing Inc.

One of our employees' accounts has been deactivated and we would like you to reactivate it.

The reason for deactivation is that the employee previously deleted their Box account.

I will send you his account information so would it be possible to reactivate the account?

<removed personal information>

・The date the account was deleted：2026/02/26

If there is any other information you need, please contact me.

When he tries to log in, he sees the following message:

We apologize for any inconvenience this may cause and would appreciate your cooperation.

Mao Sone

8ing Inc.

👋 Hi ​@SoneMao, welcome to the Box Community! I’ve moved your post to this relevant topic.

Currently, only business-level Box accounts have the ability to reactivate online. To assist your employee with manual reactivation, please have them email our Billing Team at billing@box.com.

For verification purposes, please ensure that the user contact us using the email address associated with the account that needs to be reactivated.

Thank you, and I look forward to getting this taken care of. Have a great day!

Hi.​@Jey Bueno Box 

thank you for your reply.

I understand about the response.

I'll continue the process via email.

Mao Sone

8ing Inc.

As QC Manager I made an account for our new employee. I did this apparently before our employer was able to set this up for her. Now he can’t add her emailadres to the office account, nor can we reactivate her account. When trying to reactivate I get the message ‘there was an error reactivating your account. The account with this email is not eligible for online reactivation. When we try to log in we get the notification: this account has been deactivated.

 Please help us out to get this done as soon as possible, since she has to use our company files too.

You can contact me : <removed personal information>

👋 Hi ​@SC_Sandra, welcome to the Box Community! I’ve moved your post to this relevant thread.

If a user already has a Box account before being added to the company enterprise, that account must remain active to accept the invitation.

To resolve this, please have her contact our Billing Team at billing@box.com using her work email linked to the Box account, or call 1‑877‑729‑4269 to request reactivation.
Note: even during a call, written email authorization from the account owner is required to proceed.

Currently, only business-level Box accounts can be reactivated online.

Once reactivated, your admin can send the invite to the user. For reference, here’s a related thread on adding users with existing personal accounts:

Looking forward to getting this sorted out!