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.
I didn't receive my Dropbox referral bonus
If you referred someone to Dropbox but didn't receive your referral reward, or the referral is marked as Ineligible, these steps can help you understand why and what to do next.
Quick Resolution | - 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, & email verification, both accounts should receive the storage bonus.
- If still marked “Ineligible,” contact Support.
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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.
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Possible Fixes | - Confirm email accuracy: Make sure your friend signs up with an email not tied to an existing Dropbox account.
- 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
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Learn More | How referrals work“Email already in use” guidance |
My Dropbox bonus storage has disappeared
If your bonus or promotional Dropbox storage has been removed, it's often because the promotion has expired or was applied to a different account.
Quick Resolution | - Visit dropbox.com → Settings → Refer a friend tab.
- Scroll to “Other ways you’ve earned” to see promotions & expiration dates.
- After expiration, storage cap reverts to pre-promotion levels, though files remain accessible.
Note: promotions are time-limited (typically 1–2 years). |
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Common Causes | - Promotional space duration expired.
- Multiple of the same promotions can't stack.
- Redeemed on wrong account (e.g. using wrong email/device).
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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.
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Learn More | Troubleshoot storage limit issues including promotions.Dropbox storage space promotions (view active/expired offers) |
I can't redeem my HP Dropbox promotion
If you're having trouble redeeming the Dropbox promotion that came with your HP device, these steps can help you check your eligibility and successfully claim your bonus storage.
Quick Resolution | - 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 promotion terms & conditions to confirm device age/region eligibility.
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Common Causes | - Promotion has been previously redeemed on the same or another account.
- Dropbox wasn’t pre-installed on the HP device.
- Device is pre-owned or refurbished with prior redemption.
- Regional/retailer exclusions may apply.
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Possible Fixes | - Use the originally prompted account/email.
- Verify device is new & shipped with Dropbox installed.
- Review eligibility via HP & Dropbox promotion help article.
- If eligible but still stuck, contact Dropbox support through help center.
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Learn More | How to redeem HP & Dropbox promotion Dropbox storage space promotions overview |
My Dropbox Backup is taking up storage space
If you've deleted files from your computer but your Dropbox storage is still full, you may need to delete your Dropbox Backup separately.
Quick Resolution | - Go to dropbox.com → Backup
- Click Manage backups → Open backup settings.
- Under Backups within desktop app preference, select device and Delete backup.
- Confirm deletion - space is freed immediately.
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Common Causes | - Backups remain active even after deleting local content.
- Backups are stored separately from regular Dropbox files.
- Backups count toward quota until manually deleted.
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Possible Fixes | - Use web interface or desktop app to delete & disable backups.
- Permanently delete backed-up folders via Dropbox Backup page.
- Re-check quota after deletion to confirm space has been freed.
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Learn More | Dropbox Backup frequently asked questions. How to delete Dropbox Backup on the Dropbox Application |
My Dropbox storage is full, but I don't have any files
If your Dropbox account shows you're out of storage even though you can't see many files, hidden Dropbox Backups may be using your space. These steps can help you find and remove them.
Quick Resolution | - Log in via dropbox.com → Backup.
- Look for any active backups (e.g., PC backups) that are using space.
- Delete unnecessary backup folders & disable ongoing backup.
- Dropbox will immediately reflect freed-up space.
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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.
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Possible Fixes | - Navigate to the Backup page & delete unwanted backups.
- Disable Dropbox Backup in the Dropbox desktop app under Preferences → Backups.
- Alternatively disable via dropbox.com by selecting Backup → Manage backups
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Learn More | Dropbox Backup frequently asked questions. How to delete Dropbox Backup on the Dropbox Application |
