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How do I get help with my Box acct!?

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Todd Cadby
I need help and have a few questions before I upgrade. How do I reach Box support? Is there an email for support? Is there a phone number for Box support?
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  • France

    Hi Todd, 

    Welcome to the Box Community, I'm happy to help!

    I understand that you have a few questions about your account before upgrading. If these questions are related to your account type, features of the plan you wish to upgrade to, I would suggest sending an email to billing@box.com to help address these.

    You may also want to take a look at this article on Upgrading your Box for more details: https://support.box.com/hc/en-us/articles/360043692774-Upgrading-your-Box-Account 

    Thanks for reaching out and let us know how else we can help!

    All the Best, 

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  • Todd Cadby

    Hi France and thank you for the reply.   Are you from Box support?   Yes, i have viewed that "article" prior but it does not answer multiple questions.  Great articles but written information cannot answer all questions vs actually talking to  or at least emailing a human support person.   Before i move my world of data files to Box i need to know there is access to support, which only makes sense but it appears Box has created a non intuitive and poorly understood app in trying to get to a support person, i can only imagine because it cost more to have support accessible for customers and I am actually trying to upgrade and give them more money but this is becoming difficult which is counterintuitive to  good business.    I will send an email to billing which again, why label support with a billing email address?  

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  • France

    Hi Todd, 

    Thanks for responding back.

    When you log in and select "Contact Support" from the top-navigation menu you will see the different options for contacting the Box Product Support team. These options will vary by customer, depending on account type, agent availability and support subscription level. Options may include submission by web form, live chat and, for Premier and Platinum Service customers, a direct phone line. 

    Please note that the above options are not available to those with Individual Personal accounts, the community would be their best option and we'd be happy to help work with them and provide tips to help resolve their issues.

    If you are interested in upgrading your account, you may reach out to Billing or to our Sales team here to further explain the support options for your account type.

    Hope this information helps!

    Best Regards, 

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  • Todd Cadby

    Hi France,  

    1.  Are you from Box support?

    2.  Can you tell me if Box has "blind encryption"?   I understand Box encryption as advertised at rest and in transit but that does not tell me if Box is developed with blind encryption where nobody, including all staff and employees at Box, have access to a customers data.

    3.  Thank you for explaining the "customer support" structure....however since i cannot get through to sales on the phone, please advise when looking at Box plans and per your statement above, under the personal plans you also have "teams" and small business which is on the personal plan page so if I did that $5/user/month 3 user min plan.......what kind of access to customer support would i have? 

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