Welcome to the new Box Support website. Check out all the details here on what’s changed.

Comments

13 comments

  • Country Pines

    Same here. We have deleted a lot of large files, emptied the trash, but our space is still showing as full and we cannot upload new files. There doesn't seem to be a way to contact support to get this resolved--just this "community" forum, which appears to be users talking to each other.

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  • Nate

    Howdy both - you can go here to open a case with Box (https://support.box.com/hc/en-us/requests/new) and ask them to do a refresh of your instance which can help to reset the storage.

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  • Country Pines

    Following that link just brings me back to this "community" forum, NOT to Box support--which doesn't seem to even exist any more.

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  • Nate

    Really?  That is odd.  Can you try it in an incognito window?  When I try it it brings me right to the screen where I can submit a new case.

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  • Country Pines

    So when I use a private window (Firefox) it does seem to take me to a place where I could initiate a support ticket; however, it asks me to log in, but then it won't let me log in. Whenever I click the blue "Login" button on the top right, it just refreshes the page and doesn't give me an opportunity to enter my credentials. All very frustrating.

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  • Nate

    I hear you.  By any chance does your company use SSO to login to Box (e.g. Okta or similar)?

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  • Country Pines

    OK so I tried in Microsoft Edge and did manage to get logged in. However, once logged in I am brought back to this "Community" forum--not somewhere I can contact Box Support through a ticket system. See screenshot.

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  • Nate

    Ok - I have only ever seen this happen when someone uses a free or developer account.  Is that your case or are you on a business plan?

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  • Country Pines

    Account Type: Individual. 

    It's not free. But it's not their Business plan either. So maybe that's it...I'm not paying enough.

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  • Nate

    Yup - just tested the same with my personal individual account - community forum is the only accessible mechanism - no tickets.  So hopefully Box support will come by and do a storage reset for you - they are usually really good about that.

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  • Country Pines

    I've been waiting a week so far. So I'm not holding my breath. Will probably cancel and look elsewhere.

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  • Nate

    Bummer.  Sorry to hear that!

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  • Rona

    Hi Manuel, 

    Welcome to Box Community and glad to help! 

    Glad that you've joined this forum. Great news! We've ran the script to correct your file and folder counts. To verify this, log in to box.com> Account Settings> Used Storage. 

    Going forward, if you find inaccuracies to your storage count as shown, please let us know to help you fix it. 

    Meanwhile, please be informed that your ability to work with our Product Support team varies according to your Account Type. For any Box-relevant inquiries you can always visit this support page and we'd love to further assist. 

    Hope it helps! 

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