Please assist - I am no longer able to access my files on the Box despite successful log in

Hi Wynona,

Welcome to the Box Community! I'm happy to help.

Are you the owner or deleter of this content? When a file is deleted, both the person who deleted the item and the owner of the item will be able to retrieve it from their trash. The Trash is located under Account Settings > Trash. https://support.box.com/hc/en-us/articles/360044196093-Manage-Trash

• Was the folder a shared folder in which you collaborated with others? If so, the owner of the folder could have removed your access to the content. In this case you’ll need to contact the folder owner and ask to be reinvited.
  • This person will need to re-invite you to the folder using the email address associated with your Box Account.
• The files in question have been already emptied from the trash. Trash content on Box can be manually or automatically removed, depending on the settings for your enterprise. If you believe this has happened, please contact Box User Services.
• The files you’re looking for were never uploaded to Box.com. The content in question could have been uploaded to a different Box account or service, or a problem might have occurred during the upload, resulting in these files not making it to your account as expected. If you're a Box Business or Enterprise user, your admin can run a report to validate or repudiate whether the files ever existed on Box, or not.

Best,

Everyone in my team at work is having the same issue.  In my case, I have not been able to access files I created since starting with my current employer one year ago.  Using Windows Explorer, the files were in C:\Users\myusername\Box\myusername.  I cannot access these file using Windows Explorer and I cannot access them using BOX.com or iOS apps.  There are a few people outside of our team that have read-only access to select subfolders and they are able to see my files when they log on.  This confirms that the files are still located on BOX.com servers, but I cannot access them.  The root cause has been traced down as a change in our Department Name to one that was not pre-populated in BOX's licensing software.  Someone typed in our new Department Name and all team members lost all BOX access.  When the name was flipped back to an existing Department Name, we all regained out BOX access for folders/files shared by others, but we still lost access to our own files.  We believe this is something that only BOX can fix.  Our IT Department has many open tickets with this issue and has been unable to resolve it on their own.  Thank you.