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How do I contact Box User Services?

by on ‎01-19-2015 08:21 AM - edited 3 weeks ago by (15,763 Views)

In order to get your support request or question addressed as quickly and efficiently as possible, here are the recommended steps to follow:

Note: Old Box Experience

This page refers to the old Box experience. In Box, hover over a single file or folder with your mouse. If the item looks like the following image, you are in the right place.

 

Files and folders should look like this when you hover over them.Files and folders should look like this when you hover over them.

If the item does not look like the image above, visit one of the links below instead:

Submitting a Case with User Services

  1. Click Contact Box Support in in the header above.
  2. Search by keyword in the Help forums to see if your issue has previously been addressed in the forums or in an existing help article.
  3. Click Submit a Case to open a support ticket. 
  4. Include as much detail as possible when filling out your support request. Make sure to address all of the questions below:
    • What is the problem?
    • Is this happening just to you or other users in your office?
    • Is it happening in multiple browsers?
    • Are you using a Mac or PC?
    • Is this problem related to Box Sync or Box Edit?
      • Yes: be sure to attach the sync or edit logs from your computer.
      • No: be sure to attach screenshots of your problem. Screenshots are the most helpful resource you can provide when describing your problem.
    • What troubleshooting steps have you already taken?

 

Contacting Box User Services via Chat

To contact a member of the User Services team via you must be signed into the community.

  1. Click Contact Box Support in in the header above.
  2. Click Chat with Us at the bottom of the page. Another widget will pop-up. Enter your details (email, name, and question) and start chatting with us! It's as simple as that! The next available agent will contact you to continue the chat.