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Anomalous storage usage on free account

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Giovanni Cugno

Dear Box Support,

I’m contacting you to report a discrepancy in the storage usage of my free Box account.

Until yesterday, I had around 2 GB of free space remaining out of the 10 GB limit. Today, without uploading or modifying anything, my account suddenly shows that I’ve used over 11 GB, which is preventing me from using the service.

I have already performed the following checks:

  • No shared folders accepted into my account

  • Trash has been fully emptied

  • No previous file versions stored

The total file size currently in my account is around 7 GB, so the reported usage seems incorrect.

I kindly ask you to:

  • Review the storage calculation on my account

  • Trigger a refresh of the storage usage if needed

  • Provide clarification about this sudden increase in used space

Thank you for your assistance.

Best regards,
Giovanni Cugno – <personal information-redacted>

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3 comments

Date Votes
  • Rona
    Hi Giovanni, 

    Welcome to Box Community and glad to assist! 

    Please note that this activity occurs when the countless activities, combined with the massive scale at which Box supports, makes it incredibly difficult to accurately display aggregated data points throughout our product at all times. If a folder’s storage space calculation is inaccurate due to these issues, the inaccuracies also impact the overall storage calculations for both the user and Enterprise.
     
    If you notice this in your account, most of the time, aggregates will be updated within an hour or less. For larger changes or more complex folder structures, aggregates may take up to 24 hours to be correct.
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  • Giovanni Cugno

    Hi Rona,

    Thanks for your reply. However, I must point out that this issue has persisted for several days now — not hours.

    My account remains locked due to a supposed overuse of storage, even though I have deleted files, emptied the trash, and verified that my total content weighs around 7 GB, well below the 10 GB limit.

    Meanwhile, I’m constantly being prompted to upgrade my account, which raises serious concerns about whether this issue is being used to push users toward paid plans.

    This is not just a delayed refresh. It’s a service disruption. I ask that Box either:

    • Recalculate my actual storage immediately

    • Or provide a clear explanation of what files are contributing to the 11 GB usage

    Otherwise, I will consider moving my data to a more transparent service.

    Thanks again, but I would appreciate a concrete resolution.

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  • Giovanni Cugno

    I have activated an account on pCloud and will be moving my files there shortly.
    Even though I had considered upgrading to a Box Pro plan, I cannot trust a service that inflates storage usage by over 50% in order to push users toward an unnecessary upgrade.

    This experience has been disappointing and makes Box unreliable for continued use.

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