Having Issues With Collaborative Working on Online Docs

Hello, we are working as a team on sveral online docs across Box, however it keeps displaying an error message when two or more people are in the same document that says "Couldn't save changes". It's then duplicating documents, with some changes made and others not saved, meaning we're having to go through everything manually and check that at least one doc contains all the correct information. Anyone else come across this issue or know a fix?

Also if anyone knows how to contact Box Support directly to raise a ticket, could you point me in the right direction - I just keep getting redirected to this public forum. Cheers.