Your account needs further verification

Hi,

I'm trying to upgrade my Individual account from Free to "Starter US$ 5.71 user/month". But I'm getting this message:

"There was an error processing your request. Your account needs further verification, please submit a ticket at support.box.com."

It was a pain in the a** to find out where to submit a ticket. (I'm guessing it's this one I'm writing now?)

I also did search the Box Community, and found several posts that users were suppose to e-mail support@box.com. Or go to https://www.box.com/pricing ...

So I did. And then I got this message in return:

"Box does not provide direct technical support to users of our Individual plans." + that I was suppose to get help from Box Community.

And if I go to https://www.box.com/pricing I get auto forwarded to my account backend since I'm logged in.

How am I suppose to upgrade when Box payment system don't work?

The "submitting ticket" leads me back to post a post in the Box Community?

Box don't answer emails from individuals?

And Box Community tells me to contact support@box.com?

And pricing-URL send me to my backend for upgrading account (that was the issue from the beginning).

This is just laughable and unbelievable.

I don't know if I should laugh or cry.

I'm now trying to send billing@box.com an email just to see if that's an operating email address.

Looks like it was! I now have a case ticket number that will be adressed when they get back to work on Monday.

Great stuff.

- Fredrik Jacobsen

Rona

December 02, 2024 23:38

Hi Fredrik,

Welcome to Box Community!

It indicates that you have already collaborated with one of our team members. Please keep an eye out on your existing ticket and we'll stay in touch.

Thanks for posting!

Fredrik Jacobsen

December 03, 2024 00:19

Have not heard anything from Box yet. I'm still waiting. 3 days now...

Mary Kate MacKenzie

July 10, 2025 00:46

I am having the same problem! How disappointing that I can find multiple posts about this problem but no viable solutions shared in this support forum. I guess if it is not possible to upgrade for increased storage then a different file storage provider is the way to go. Did you ever figure out a solution or have you moved on to another service provider?

July 20, 2025 12:25

Hi Mary. I don't remember exactly how I solved it, but it was something to do with the payment option I selected. If you select the right one, you should be able to upgrade. You might have selected a business plan, and that's why it don't work. You need to set it to "personal" og "individual", I think that was the solution :-) Terrible user experience...

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