Hi there — hoping someone can help us troubleshoot a Box onboarding issue that’s become a bit of a mess.

Here’s the setup:

• I had a client create a Box account (let’s call it OrgAccount) to handle billing and admin for our shared project.

• She invited me and her co-founder to join that org account.

• I had no issues accepting the invite that was sent to my email and joining the organization.

• Her co-founder, however, has had a cascade of problems.

What happened:

1. The co-founder was first invited using one email. When she clicked the org invite link, she wasn’t able to join — the page either said the link expired or failed to load. This happened repeatedly, even after the invite was resent several times.

2. We then tried sharing a folder from the org account directly to her personal Box account. When she clicked that link, she got an error:

   “Redirection failed – the item does not exist.”

3. It became clear she was stuck operating inside a personal Box environment — not the org-managed workspace (e.g., not accessing orgname.box.com).

4. Even after logging out of all Box sessions (browser and app), and being re-invited to the same email, the same issues persisted: expired links, timeouts, and error messages.

5. She eventually uploaded all her files into her personal Box account and shared the folder with us manually. That worked temporarily, but it’s not a sustainable solution.

6. We tried removing her from the org to reset things and re-invite her — including to a different email address — but that ended up deleting the content she had uploaded, even though it wasn’t in an org folder, but a shared folder from her personal acct.

7. Throughout this, Box kept prompting her to create or choose a username, and even when she followed those prompts, it still wouldn’t work. It felt like she was caught in a loop — asked to create new accounts or re-sign in over and over without getting access to the actual org environment.

What we need now:

At this point, we’re just looking for a clean, reliable way for her to:

• Join our org-managed Box environment (i.e., orgname.box.com)

• Operate inside that space the same way I and the other co-founder can

We’ve already tried:

• Logging her out of all Box sessions (browser and app)

• Resending the org invite to multiple email addresses

• Inviting to both folders and the full org

• Removing her from the org and starting fresh

• Trying new usernames, new sign-ins, and troubleshooting across devices

Really appreciate any advice — we’re stuck and just want to make sure she can join our org Box account in the proper workspace without workarounds. Thank you!