Box Account Shared Folder Missing Everything

Hello, You previously closed my post without providing support. We have a shared folder in box account that is now missing all files and folders and is completely blank. Nothing was deleted. We had multiple users on the box account and they have checked and see the same thing - everything gone. We did not receive any kind of communication regarding account cancellation or anything of this nature. Could someone please let me know what has happened. In your previous answer where you closed the inquiry, you said the owner of the shared folder needed to give us access. However, the owner of the shared folder opened their box account and also is seeing everything missing, so the issue is not resolved. Thank you.

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