Hi Hanna,

Welcome to Box Community and glad to assist!

I have created a ticket and a member from Product Support will get in touch, please keep an eye out. 

Thanks for posting! 

I have the same question. Can you please have product support reach out to me as well?

I have the same issue - potentially because one of my emails was previously associated with a free Box account, before upgrading. I’d now like to add it to my business account. Please could you assist?

Yeah, I’ve run into that before. It usually means the user has a personal Box account with that email, but it’s not linked to your enterprise. You’ll need to send them an invite to join your enterprise account — they may be prompted to convert their personal account or link it during the process. If that doesn’t work, Box support can help convert or migrate the user under your enterprise.