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Question

Unable to access all files and folder

  • September 23, 2025
  • 1 reply
  • 117 views

My colleague <personal information-redacted> is facing issue that all the files and folder in her box folder are missing, she did not delete any files. When she log in to account and want to ask for support using her account also unable to access. Please advice how to solve this issues as it is technical issue and no way she can click to restore or search the files at all.

      1 reply

      Rona Box
      • Rona Box
      • Community Manager
      • September 25, 2025

      Hi ​@Cindee, 

      Welcome to Box Community, and we’re here to help locate your colleague’s missing contents. 

       

      If the user did not delete any folders and yet there are missing folders. Did you confirm if the missing files are her own or collaborated files? If it’s the latter, her collaboration access might have expired or she was removed as collaborator. 

       

      The affected user must reach out to the owner/the person that invited her to those folders to regain access. 

      Notes:

      • When items are deleted from a collaboration folder, both the owner and the person who deleted the item can recover the items from the Trash. 
      • If you are removed as a collaborator from a file or folder that you've deleted, you no longer see that item in Trash. To see the item in Trash, you must be again added as a collaborator to that item.

       

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

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