Account was suddenly flagged and deactivated today -ENTIRE COMPANY locked out for no reason given

New Contributor

Account was suddenly flagged and deactivated today -ENTIRE COMPANY locked out for no reason given

Hello, first post to the community here. Today, suddenly and with no warning our account was deactivated. We tried to login but it said we needed to call billing. We did and after half an hour with the first tier, who couldn’t figure out why, we asked to be transferred to a supervisor who reactivated our account. 

 

Aside from the massive disruption to our business, we are mostly concerned that there is no apparent reason for this. We do know that they are looking into it.

 

We were told that our account was “randomly flagged”.  We are trying to figure out if it is an error on our part. 

 

One thing we’ve been doing (we are a new client) is uploading a very large media library 10TB plus.  We've been using the administrator account at two separate IP locations (in order to speed the initial upload process) and we were wondering if that could have caused it, or if that runs afoul of Box policy?  

 

We also have users and clients in several countries.

 

Any advice would be greatly appreciated.  It was very unnerving to have all of our files pulled, all users disconnected and no explanation given.  Also, having to scramble and finally get it turned on after 40 minutes of phone calls and NO EXPLANATION given from Box.  There are several tickets in process, but we'd like to get to the bottom of it.  We are hoping to expand our user base with Box after an initial period, but events like these make us less confident.  Hopefully we can get to the bottom of it.

 

Thanks all!

 

3 REPLIES 3
Box Certified Professional

Re: Account was suddenly flagged and deactivated today -ENTIRE COMPANY locked out for no reason give

Hi @waxltd 

First and foremost contact Box Support to help you directly.

I honestly have no idea what would cause your entire enterprise to be flagged.  I would have your admins (once they are able to access the Box Console) run a "Security Logs" report to see what has been going on during the day before and day of deactivation.

Box Employee

Re: Account was suddenly flagged and deactivated today -ENTIRE COMPANY locked out for no reason give

Hi @waxltd

 

Thank you for reaching out! I am sorry to hear about your experience. 

 

I am glad to hear however that you currently have tickets open in order to investigate what happened. The agents you are currently working with will be able to provide insight into the issue. Thank you for your patience! 

 

@Rob_Parrish thank you for your assistance! 

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New Contributor

Re: Account was suddenly flagged and deactivated today -ENTIRE COMPANY locked out for no reason give

Thanks, all!  Yes, we have a couple of tickets running.  One explanation was that it was a "glitch" that was not our fault and will not happen again.   We are hoping to get a more detailed explanation, especially if there is anything we can do on our end to prevent this from happening in the future.  But for now, we still don't have a solid explanation.  We will report back when we do.

 

Again, thanks for everyone's willingness to be helpful.  It's appreciated!