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  • France

    Hi Sherry, 

    Welcome to the Box Community!

    This would be something Product Support team would like to investigate and may require specific account information. It seems you already have an open ticket for this issue with one of our support representative, please continue working with them and reach out if you have any questions.
     
    Thanks for your patience and please comeback and let us know how it goes!
     
    Best,
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