Support Forum

Hi,  We have set up all our folders with metadata cascade policies, as we would like any files that are added to these folders to automatically be assigned the relevant metadata. However, we have noticed that when copying files from elsewhere in Box, any existing metadata on the file is not overwritten by the metadata policies assigned to the folder that the file is moved to.  We are using the API to set up the metadata cascade policies. Is there any way to ensure that any file moved into a folder with a metadata policy assigned to it automatically has any existing metadata overwritten with the new metadata as per the new folder's metadata policy?    Thanks for your help. 

Hello, I have provided a link in my esignature and selected “people with the link” can open and view; however, a customer advised that the link is not opening and they are being prompted to either Login or Sign up for a fee. Can someone please advise why this is happening and how to fix the issue? Belo is a screenshot of my current settings for the link: 

Hello everyone,My colleague is encountering issues despite being added as a collaborator to a Box folder.They are not receiving invitation emails. Since no invitation email was received, they signed up by registering their account information via this link: https://account.box.com/signup/personal#q63ft They are not receiving a confirmation email after signing up. In the collaborator list, their account status appears as "Pending." Our mail server is not blocking Box email domains.We require assistance from the support team.Best regards,

My colleague's 2-step verification authenticator app is not working and she wants to use a backup code for her account, but this backup code is unknown. And also because she cannot login to her account, she cannot post the question here. How should she confirm the backup code or reset the 2-step verification?

I don’t understand why I can’t do anything in Box.  The web opens but I can’t delete or create files or folders.  I thought maybe I needed to delete some stuff to get it to work but I can’t.  Just an error message that Box had trouble completing my request.

Recently, I have experienced an issue where every Excel workbook I open from Box Drive will open with the message “This file has been moved. We recommend saving it now to finish moving it.”Some things to know:It only happens with Excel files, nothing else. The files have not been moved as their location, name, and last modified dates all reflect that which is in Box Online. Uninstalling and reinstalling Box Drive does not fix it Repairing Office does not fix itI have heard of other users having a similar issue but have not seen a resolution from Box yet regarding this.

STORAGE FULL, BUT IT ISN'T

I can't delete files. The trash icon doesn't appear in the top right corner of the screen.  

Hi! Can you share steps on how to receive a copy of the SOC 2 report for our Vendor Management team’s review? We’re currently using a free account, but looking to move to a paid plan. I tried to check with Box Support, but was directed to Community Support for help. Thank you!

The following emails are unable to receive any invitations or password reset requests from BOX. All trash & spam filters have been checked. It is assumed they landed on the Suppression List: [removed by moderator] ; [removed by moderator] Thank you!

Hi, I need to migrate existing Box content to Sharepoint and plan to use the sharepoint migratioton tool - but want to check all files stay in Box before doing so - ie: they are copied not moved. Can you please confirm. Thanks. 

I’m trying to add a new user to my organisations Box account. The admin console says 9 out of 10 seats are in use but when I try to create a new user it tells me that there are no spare seats available. I even tried deleting one of the existing users to get it down to 8 out of 10 seats used but, although only 8 users are listed, the console still states that 9 out of 10 seats are in use and refuses to let me create a new user. Help please. 

I am getting this message from my Finder installation.  I can see at one point my files were synced.. May 2025.  When I go to finder it takes me to Box login, I provide credentials, then this appears...

The widget doesn’t render properly and shows different application state (inital form, upload more form, error form) when visiting the file request widget url - screenshot below. It’s impossible to upload anything. Reproduced in multiple browsers (Firefox, Chrome) and OSes.Repro:Create a new folder named Test Click on ::: menu and select “File Request” Save Visit widget url  

ファイル・フォルダ表示のソート順が名前順に固定できない 以前は01_02_03_ とファイルが並んでいたのですが、何かを触ったらしく、更新日順から戻らなくなってしまいました。どなたか解決方法をご存知ないでしょうか。 見づらくとても困っています。よろしくお願いします。

I'm trying to have a cell in an Excel file (let's call it File A) that is linked to a list of numbers in a second Excel file (File B). They are both saved in a Box folder. The goal is that anyone with access to File A can refresh its links to get the latest numbers (which are in File B). The problem is that the file path shows the location of the Box Drive in my computer, not the "cloud" where the file is. So other people are not being able to refresh the links. How can I fix it so that the file path does not direct to my computer, but to the Box where it's saved?

We are trying to figure out how to link excel files in box drive. Even with files linked that are one person's desktop box file (so the path is the same every time), every time the file is opened it says it can't find the files and we are forced to relink. 

I am not able to install the box drive on my laptop. When  i run the same, it does not open anything. Any help will be really appreciated. Thanks in advance.

Hello, I upgraded from Personal Pro to a Business Enterprise plan for my company. Now many folders containing personal data have disappeared from the web UI. I can still see them in the desktop sync on my Mac, however. Some of the folders that were personal, and were shared to others in the Enterprise are now missing from both the Web UI and the Desktop Sync! How can I do whatever permissions trick has to be done to be able to see them on the web UI? (I don't want them sync to my desktop!)  Also, what happened to the share links if I had shared those personal file folders with others? Are the people I shared with now unable to see the folders too???   Help!

I had lost all my files and folders after upgrading my plan, urgent help required as I did not made a backup prior the upgrade. There is indication of 18K files under 'Favourites' folder but just cannot see in in the folders. Please advise if it needs time to sync over or lost. Regards, Mark

I just upgraded my plan and immediately lost ALL of my files.  WTF????????

First day with Box. I’m trying to add users and getting this error. 

The activation link was expired and I’m not able to perform admin.  Can link be resent?

Hi box team, please help me, i can login to box account but cant see file, got error message“Oops! We can't seem to find the page you're looking for.”i also have an issue to login with box sync, not receive SMS .really need  the file due to work document….P/S : now using other account to access this community due to my account got error