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Question

Support. Or lack of

  • May 28, 2026
  • 1 reply
  • 12 views
J

Does Box actually have a support contact? For the first time I am having major issues and the contact us button doesn’t do anything other than sending me to the community page.

I tried repeatedly to create a new folder and kept getting a message to say there was a problem with my request. Unhelpful to say the least, and frustrating since I have been using Box without problems for a couple of years. I managed to get around that by logging on with my phone. That let me create it. I’ve then tried several times to upload a file (88MB and I am well within my storage limits) and it gets to the 100% point, hangs, and then eventually fails to upload. Given that I am trying to meet a court deadline, this is unbelievably frustrating. The service status page says everything is working ok, I can access existing folders, so I really don’t get what is actually going wrong. Any suggestions appreciated! Thanks

      1 reply

      Rona Box
      • Rona Box
      • Community Manager
      • May 29, 2026

      Hi ​@Jon Melnick,

      Welcome to Box Community, and apologies for your experience.

       

      We’re still glad that you’ve found our Community platform to seek assistance, we’re glad to assist! 

       

      Is this your first time to access the support.box.com to submit a ticket that led you to the community page? We are currently reviewing your profile in the Support page and we’ll get back to you on that. 

       

      Meanwhile, here’s how to address both the issue in Your Folder Creation & Upload Issues: 

       

      Since you are facing a tight court deadline, here are immediate, actionable steps based on Troubleshooting-Uploads-to-Box to resolve the folder creation and hanging upload issues:

      1. Clear your browser's cache and cookies, or try performing the action in an Incognito/Private window or a different web browser (Chrome, Firefox, Safari, or Edge)
      2. Temporarily disable your VPN or corporate proxy if you are on one. If possible, try temporarily disabling your local firewall or antivirus software to see if the upload completes.
      3.  Ensure your browser is updated to the latest version, or try uploading the file using a different browser.
      4. Since you managed to create the folder on your phone, you can enable "Allow uploads to this folder via email" in that folder's settings on your mobile browser or desktop. This gives you a unique email address. You can then simply email your 88MB file as an attachment to that address, and Box will upload it directly into the folder.
      5. If you have Box Drive installed on your computer, copy the file directly into the Box folder via your local File Explorer (Windows) or Finder (Mac) instead of using the web browser.

      Hope it helps! Let us know in the Community if you need additional assistance. 

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