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Problem with Android app switching between accounts

Hi,

I have the android app and my personal (basic) account and work account connected. I've recently noticed that if in the personal account there is no option to switch to the work account. I have to logout of the personal account and then it defaults back to the work account. Then if I want to get back to the personal one I have to login again and it switches ok but if then try to go back to the work account the link has disappeared again.

Both accounts show in the settings and everything works ok on PC and online, it is just an app issue and is the same on both my phone (android V12) and tablet V13), both running App version 356.2.2 which I believe is latest.

Terry

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Account Settings

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Terry32

Workaround now given below.

We are in the in the process of migrating the account switcher to be on the account tab for all users, and removing the sidebar menu.

However at this point in the migration, when the personal user is active, the switcher is in the account tab. When the business user is active the sidebar will have the switcher.

Our engineers hope to implement a fix for this, which should be rolled out in future app updates. But meanwhile, kindly continue to use the above workaround to switch between accounts.

All comments

Hannah

Thanks for bringing this to our attention, @Terry32.

Can you try the steps in this article, to clear the app's cache and see if that helps?

If not, try uninstalling and reinstalling it as well.

Let me know how it goes!

Terry32

Hi Hannah,

I cleared the cache, but all that did was lose the passcode, so I had to restart device (both reacted the same) to get back in to the dropbox app.

I have previously reinstalled the app and just done that again on both devices but no change, still the same problem.

I notice there is a blue "Upgrade for more space" button on the menu page, i think this may have appeared around the time the issue started but it may just be i noticed it because if the issue.

Hannah

Thanks for the update, @Terry32.

Can you just confirm that the accounts are linked, when you follow these steps on dropbox.com?

Terry32

Yes Hannah,

When I reinstalled the app I logged in to my personal account on the table and work account on the phone and both automatically loaded both accounts and if i go in to the app settings both accounts are there and I've double checked on the website and both work ok on laptop.

The ▲▼arrows are missing when I open the ≡ menu so I have to go to setting which shows both accounts and then sign out of the personal one which then opens the work one.

Hannah

Hey @Terry32, thanks for getting back to me and happy Monday!

Would you mind sending us a screenshot of how it appears when you're in the Business account (with the arrows) and how it appears when in the individual one?

Just make sure to hide the actual email addresses and any other personal info from the screenshot.

Terry32

Screenshot with arrows.jpg Screenshot without arrows.jpg

Screenshots as requested Hannah.

Hannah

Thanks for the screenshots, Terry!

Shall we send you an email, so we can take a deeper look into this?

Terry32

Hi Hannah,

Yes that's fine.

Hannah

Perfect, thanks, Terry!

I just emailed you and I'll see you there. 🙂

Terry32

Workaround now given below.