Hi ​@watashi_at_box, 

Welcome to Box Community, and we’re glad further assist!

The issue where you have uploaded only 15GB of data, your trash is empty, yet the system shows you have exceeded a 20GB storage limit and cannot upload files, is likely due to a display or aggregation inaccuracy in Box’s reported storage usage. Such inaccuracies can occur because Box’s aggregated storage calculations may lag or be temporarily incorrect due to ongoing file activities, complex folder structures, or syncing delays. These inaccuracies usually resolve within an hour but can take up to 24 hours for larger or more complex accounts. Since your trash is empty (trash is excluded from storage calculation), the displayed over-limit status is probably a temporary reporting error rather than actual excess usage.

Recommended actions:

• Wait up to 24 hours to see if the storage usage display corrects itself.
• Confirm that no hidden or shared folders owned by others are contributing unexpectedly.
• If the problem persists beyond 24 hours, please respond to this thread. 

For helpful guide and information, please see this article.

Thanks for posting! 

We have noticed with the users in our tenant that when they place items in the Trash that their storage usage does not decrease.

In my test, I started with 155.4 of storage used. I deleted a 6.3 GB to the Trash, and my storage usage did not decrease by 6.3 GB. It remained 155.4 GB used.

Am I misreading the statement in https://support.box.com/hc/en-us/articles/360044196093-Managing-Trash:

Storage Allocation

Items in your trash do not count towards total storage allocations.

Thanks!

I deleted quite few things and I am unable to save anything new since it stills says I am over, which given the size of the sync, I am not.  It looks like from the multitude of posts that someone at support needs to run a script on my box account.  Thanks!

Please recalibrate my file stotage amount. It is incorrect and I cannot use what I am paying for.

I have had this happen numerous times. 

It has been 10 years and you have not fixed this issue.

My files in Box are showing as taking up 138.4GB of space (out of a 150GB limit), but they're actually only taking up about 20GB.

For example, the [prod] folder appears to be taking up 134.9GB, while its subfolder [in] takes up 0.07GB, and its subfolder [out] only takes up 87.7GB (as shown in the image).

0.07 + 87.7 < 134.9

This issue seems to occur in all other folders as well.

I tried deleting some files, but the freed-up space was less than the actual size of the deleted files.

From Box’s Chat AI, I got the following answer to my question.

The storage usage not decreasing immediately when items are placed in the Trash is likely due to a delay in the update of storage calculations. While items in the Trash do not count towards total storage allocations, as stated in the referenced article, the display of storage usage may not update instantly.

Here are the key points to consider:

• Display Inaccuracies: Box acknowledges that there can be temporary inaccuracies in the display of storage usage. These inaccuracies do not affect the actual data or storage allocation but may cause delays in reflecting changes. s1]

• Update Delays: Aggregates for storage calculations are typically updated within an hour. However, for larger changes or more complex folder structures, it may take up to 24 hours or, in rare cases, a few days to a week for the storage usage to reflect the changes accurately. l1]

• Enhanced Accuracy: Box has improved user-level storage calculations to ensure that files in the Trash are excluded from storage totals. However, the updated numbers may still take some time to appear on the Account Settings page or Admin Console. o2], /3]

In summary, the storage usage not decreasing immediately after moving items to the Trash is due to a delay in the update of storage calculations, not because the items in the Trash are being counted towards the total storage allocation. a1], 12], >3]

Relevant Documents:

l1] Storage Usage Or File Count In My Account Is Incorrect

l2] User-level storage calculation update

l3] User-level storage calculation update (Sept 2024)

Hi ​@Missbook, 

Welcome to Box Community! I moved your case to this related post, and please join the discussion. 

Looks like you’ve experienced aggregated storage calculations, for more details please see the response below, 

Hope it helps, and please let us know if you have questions! 

This has happened every time I use all my storage.  I think this is a legal action.

I get no response and i cannot use my account.

Yeah they haven't repaired this in years.  They want you to upgrade.  I have been dealing with this for ten years.  They know it exists.  I say we sue.

Please fix this

Hi ​@os-yanru.li, 

Welcome to Box Community, and we moved your post to this related post. Please feel free to join the discussion!

Also it indicates that you have already collaborated with one of our team members. Please keep an eye out on your existing case, and we’ll stay in touch. 

Have a safe weekend, and we hope to get this sorted out very soon! 

Hi ​@mikecranephoto, 

We're sorry to hear about your experience. Please note that all account types are subject to Box’s aggregated storage calculations, which we are continuously working to improve.

If your storage count still hasn't updated after 24 hours, I can create a support case to help investigate your account.

Have a safe weekend, and please keep an eye out!