Here are some of our most frequently asked questions. If you have a question that isn't covered by the FAQ's please create a new topic here.
Why did I not get my referral reward from Dropbox?
I referred my friends but you find their referral status marked as Ineligible, meaning neither party receives bonus space.
Quick Guide
- Check the recipient hasn't already used Dropbox (use "Forgot password?" if unsure).
- Have them register using a new email and a different device or network.
- After sign-up, installation, and email verification, both accounts should receive the storage bonus.
- If still marked “Ineligible,” contact Support.
Common Causes
- Recipient already has a Dropbox account: If they previously created an account—even with a different email—they’re automatically ineligible.
- Same device or IP as referrer: Dropbox flags referrals from the same computer or network to prevent abuse.
Possible Fixes
- Confirm email accuracy: Make sure your friend signs up with a fresh, unused email.
- Use a different network/device: Suggest the recipient register from another computer or IP address (e.g. via mobile data or VPN).
- Appeal directly with Dropbox Support
Official Help Center References
Why has my bonus space been removed on Dropbox?
My promotional/bonus space is disappearing unexpectedly.
Quick Guide
- Visit dropbox.com → Settings → Refer a friend tab.
- Scroll to “Other ways you’ve earned” to see promotions and expiration dates.
- Note: promotions are time-limited (typically 1–2 years).
- After expiration, storage cap reverts to pre-promotion levels, though files remain accessible.
Common Causes
- Promotional space duration expired.
- Multiple of the same promotions can't stack.
- Redeemed on wrong account (e.g. using wrong email/device).
Possible Fixes
- Confirm which account/email received the promotion.
- Review expiration under Settings → Refer a friend tab.
- Consider upgrading or earning more space via referrals.
Official Help Center References
Issues redeeming HP promotion on Dropbox
I cannot apply HP device Dropbox promo despite following prompts.
Quick Guide
- Ensure you're logged into the correct Dropbox account.
- Confirm Dropbox app was pre‑loaded on a new, eligible HP device.
- If you've already redeemed this promotion before, you're no longer eligible.
- Check promo terms to confirm device age/region eligibility.
Common Causes
- Promo previously redeemed on the same or another account.
- Dropbox wasn’t pre-installed on the HP device.
- Device pre-owned or refurbished with prior redemption.
- Regional/retailer exclusions apply.
Possible Fixes
- Use the originally prompted account/email.
- Verify device is new and shipped with Dropbox installed.
- Review eligibility via HP & Dropbox promotion help article.
- If eligible but still stuck, contact Dropbox support through help center.
Official Help Center References
Where can I find and delete my backups to free up Dropbox space?
I deleted my backup locally but still show full Dropbox storage.
Quick Guide
- Go to dropbox.com → grid icon → Backup
- Click Manage backups → Open backup settings.
- In desktop app preferences under Backups, select device and Delete backup.
- Confirm deletion; space is freed immediately.
Common Causes
- Backups remain active even after deleting local content.
- Backups stored separately from regular Dropbox files.
- Backups count toward quota until manually deleted.
Possible Fixes
- Use web interface or desktop app to delete and disable backups.
- Permanently delete backed-up folders via Dropbox Backup page.
- Re-check quota after deletion to confirm space has been freed.
Official Help Center References
My account is empty but Dropbox says it's full
My Dropbox shows full storage despite having no visible files.
Quick Guide
- Log in via dropbox.com and click the grid icon → Backup.
- Look for any active backups (e.g., PC backups) that are using space.
- Delete unnecessary backup folders and disable ongoing backup.
- Dropbox will immediately reflect freed-up space.
Common Causes
- Automatic backups of PC folders running in the Backup section.
- Deleted files still retained in backup until manually removed.
- Backups counted separately, not visible in regular files view.
Possible Fixes
- Navigate to the Backup page and delete unwanted backups.
- Disable Backup in the Dropbox desktop app under Preferences → Backups.
- Alternatively disable via the web interface grid icon → Backup → Manage backups
Official Help Center References
