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Not getting notifications when tagged in comments

I'm a designer and use DB for file sharing and also discussion around designs I'm working on with a remote team. For the past few days when people tag me in the comments, I am not receiving notifications in my email, nor are they showing up in the notifications drop-down tab (with the bell). I can't figure out where to go to fix this or check if a setting has been changed. Any help would be appreciated!

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Walter

I see, thanks for the additional information, Jessica.

We can send you an email to have a further look internally, if you like, but first could you clear your browser's cache and/or try another browser and let me know if you're still not seeing the team's comments?

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Hannah

Sorry to hear about this, @Jessica_Joy.

If you open the comments on a file and then click on the "..." (ellipsis) icon, you should see an "unsubscribe" option.

Can you unsubscribe and then subscribe again, to see if that makes a difference?

Keep me posted.

Jessica_Joy

Thank you, Hannah -

I followed your instructions. I opened a file, selected the ellipsis in the comments area, and saw that I had the option to "subscribe". However, I checked several other files, and for each one it appears that I am unsubscribed.

I clicked on several of the files I am waiting for comments on, saw that there were comments, that I was tagged, but that I am not getting notifications. All of these files also had an option for me to "subscribe". I did so, but I need to make this change globally. And other ideas?

Thank you so much for your help!

Jessica

Megan

Hey @Jessica_Joy, I'm afraid that there's no way to globally make this change, unless you do it individually for each folder/file.

However, you should always be notified when someone else mentions you in a comment, even if you've unsubscribed from comment notifications on that file.

Can you confirm that the people that tagged you, used your name/email directly on the comment of the file?

Jessica_Joy

Hello Megan,

Thank you so much for your reply. Yes, I can confirm that in every case I am mentioned - using the "@" sign and the correct moniker.

Any other ideas?

Jessica

Jessica_Joy

Hello again Megan,

The last comments I received were on March 5th. However, in the notifications drop-down menu the comments say "2 days ago". I have also re-confirmed with my colleagues that they are using the correct email address to tag me.

However - I asked them to use two other email addresses. One email notification came through (to an email I don't use for work) but the comment didn't populate in DB (where I am signed in with the correct address). It would seem that some wires are crossed somewhere! The @Jessica H is associated with the right accounts for me.

Thanks!

Jessica

Walter

Hey @Jessica_Joy - sorry to jump in here, but could you clarify if you're using a Dropbox for Teams account or individual accounts instead?

Could it be that you've somehow disabled the email notifications for comments and/or mentions? Have you ensured that this option is enabled in your settings online?

Jessica_Joy

Thanks for jumping in! I have two DB accounts which I log into separately. I have Dropbox "Family" for myself (which is not the account in question). The account I am having issues with is not managed by me and is a Teams account. The account type is. Please let me know if I need to let the admin there know to make any changes?

Jessica

Walter

So, if the team admin somehow disabled the commenting feature on your team, they should be able to re-enable it via their Admin Console as outlined here.

Let us know of any updates!

Jessica_Joy

Hi again @Walter -

Before I ask them to do that, I should tell you that they are receiving my comments, but I'm not receiving theirs. Comments are working for everyone else. I just don't want to waste their time if the issue is on my end.

Any thoughts?

Jessica

Walter

I see, thanks for the additional information, Jessica.

Jessica_Joy

Thank you so much for your help, @Walter @Megan @Hannah - what great support! Clearing the cache resolved the issues. Take care! Jessica