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

Box Status

Comments

15 comments

Date Votes
  • Box User

    France, can you assist?

    0
    Comment actions Permalink
  • France
    • Edited

    Hi there, 

    Welcome to the Box Community!

    Have you tried to go into your Trash to locate the deleted folder and see if you can restore it?

    You can filter content by items you own, or by items you’ve deleted.  To do this, directly beneath the folder label (Trash), click the Items I Own (or Items I Deleted) down arrow.  Then click the option you want.

    • The Items I deleted filter displays all items you have deleted, regardless of who created or owns the item.

    I do want to mention that there is a 14-day grace period for paying customers during which Product Support can recover content if its been deleted from Trash.  Beyond this 14-day grace period, however, files or folders purged from your Box trash may not be recoverable and may be lost forever. Please note that this recovery grace period does not apply to Free accounts. We are unable to support file recovery for our Free Individual plan. 

    For more information on recovering deleted items, please check out this article: https://support.box.com/hc/en-us/articles/360044196093-Managing-Trash 

    Regards, 

    0
    Comment actions Permalink
  • Box User

    I went to the trash and permanently deleted the folder- I did not understand that the entire folder would be deleted i just wanted to permanently delete one file. France, please if there is a chance of recovering this folder I am willing to pay.

     

    Regards,

    0
    Comment actions Permalink
  • France
    • Edited

    Hi there, 

    You may upgrade your account to any of the plans on this page: https://www.box.com/pricing 

    Once you have successfully upgraded, you will have the option to submit a case to Product Support and the team can look to see if the deleted item can be recovered.

    Check out this article on how to upgrade your account for more details: Upgrading your Box Account

    0
    Comment actions Permalink
  • Box User

    Can you advice? If I take a plan would that affect my organization's folders

     

    0
    Comment actions Permalink
  • France
    • Edited

    Hi there, 

    Upgrading will not affect Folders in your account, but to give you a heads up, contents in your Box will be inaccessible during upgrade process and may disappear since your account will be transitioning to a different plan, but should be accessible again after a day.

    By the way, I do want to mention that if the deleted folder is collaborative and owned by someone who is part of a Business or higher account, the owner may submit a ticket to Box Support team and request recovery.

    Regards,

    0
    Comment actions Permalink
  • Box User

    Thank you France, it is owned by someone who is part of a business account but I wanted to try to retrieve without concerning my organization.

    0
    Comment actions Permalink
  • Box User

    Hi France,

    I just upgraded to the personal plan but I am still unable to submit a request. Can you please assist?

     

    Regards

    0
    Comment actions Permalink
  • Box User

    Is it that I needed to upgrade to the business plan in order to be able to submit a request?

    Regards,

     

    0
    Comment actions Permalink
  • Box User

    I used the "Try it" link in the Business upgrade link but still no access to submit a request

    Please help.

    Regards,

    0
    Comment actions Permalink
  • France

    Hi there, 

    Can you try accessing this page https://support.box.com/hc/en-us/requests/new and make sure you are logged in to your Box?

    Let me know how it goes and if you run in any issue.

    Best,

    0
    Comment actions Permalink
  • Box User

    I am still unable to submit a request.

     

    Regards,

    0
    Comment actions Permalink
  • France

    Hi there, 

    I went ahead and submitted a ticket for your request for assistance in recovering deleted items.

    Please check your email for details and updates.

    Best Regards,

    0
    Comment actions Permalink
  • Box User

    hi, i have deleted a folder from account like 6 month ago. can i still recover the folder if i upgrade my plan ?

    0
    Comment actions Permalink
  • France

    Hi there, 

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

    Box stores files and folders you place in the trash for a certain period of time. That default period is 30 days for those on Personal Free plan, and can be changed by those that are on Business and higher plans.

    When the deleted items are deleted from Trash, there is still a 14-day grace period for paying customers, during which Product Support can recover your content. Beyond this 14-day grace period, however, files or folders purged from your Box trash may not be recoverable and may be lost forever. 

    Thanks for reaching out and if you have questions, please let us know!

    Regards,

    0
    Comment actions Permalink

Post is closed for comments.