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Error when trying to access my files on the website

Dropbox emailed flagging I was over my free limit. After logging in, I was planning to delete some photos. Unfortunately I can only briefly see the photo grid, and then the screen changes to a sleeping dog on purple cushion. I've reluctantly upgraded my storage, but the error remains. Any thoughts on how I can access my account?

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Hannah

Hi there, @Wilson6, thanks for bringing this to our attention.

Are you getting the same behavior if you access your account from a different web browser or a private browsing window?

Keep me posted.

Wilson6

Hi, unfortunately yes. I've tried accessing my account via a windows edge browser, mac safari and chrome and also via my iphone. I've also downloaded the app on my laptop. No solution yet.

Hannah

Hmm, that's strange.

You mentioned that you could see the photo grid briefly; by "photo grid" are you referring to this page or your "all files" page?

A screenshot of the error you're seeing, would also be really helpful, if you could send us one.

Wilson6

Hi Hannah, thank you for helping, it's really appreciated. It appears on the first link. I upgraded the storage this morning, but I'm not sure that any files have been made available. Could this be because it's been a couple of years since I used the account? This was a freelance account I used for my volunteer work.

Hannah

No problem, Wilson, happy to help! 🙂

Hmm, if it had been years since you used the account, the account would probably be deleted, as inactive accounts get automatically disabled after 12 months.

Do you remember being prompted to sign up instead of signing in to your account?

Also, do you see any files in the "all files" page at all?

Wilson6

I don't understand why Dropbox then emails me to upgrade my storage: here's a recent email

Hi Wilson,

Warning: You are over your Basic storage limit - New files added to your Dropbox folder won't be accessible on your other devices and won't be backed up online.

To get your Dropbox back to shape, upgrade your Dropbox and get up to 3 TB (3,000 GB) of space plus powerful sharing features.

I upgraded today and still no access to files. I've never received an email indicating my files would be lost. The recent email would infer that upgrading would allow me to use my account and access files. I've recently started volunteering again and files I've e-signed should be visible.

I'm in a bind, not sure what to do next.

Hannah

Is the email address that this email was sent to, the same as the one you see here?

Wilson6

yes that's the right one

Jay

Hi @Wilson6, could you attach a screenshot showing this page on your account?

Wilson6

Hi Jay, here it is

Wilson6

is there any hope of recovering my old files and family photos?

Hannah

Hey Wilson, happy Monday!

From what I can see from your screenshot, it looks like you're using 0/2 TB in your account, meaning, the account contains no files at all.

Was the folder that contained your photos perhaps a shared folder?

Can you see it to add it back to your account from this page?

If not, is it possible that the files are in a different account and not this one?

Wilson6

Hi Hannah, no there was definitely files and photos. What I don't understand is why I would have been receiving emails from Dropbox to increase my storage, if there were no files taking up space, ie:

On 7 Sept I signed a contract that went into Dropbox. Please see the screenshot below. After the document was signed, Dropbox emailed stating I was over my 'free' storage limit. I then paid to increase this to 2T.

Is there any way to recover the old files?

[Removed as per Community Guidelines]

Jay

Do you see any recent events on your account in order to see if you can recover the files?

Wilson6

Hi Jay, nothing pre-13 Sept unfortunately.

Would there be another reason I was receiving emails from Dropbox about being over my free storage limit, if there's no record of events?

Even though it appears I had received dropbox sign documents on 7 Sept.

Nancy

@Wilson6, can you send me one more screenshot of what you see at your “All files” page here, when trying to access your files?

You also mentioned previously (at this post) that you could see something when accessing Dropbox via your Photos page here (let me know if I’ve misunderstood something though).

I’d like us to gather as much info as possible and investigate this further.

Wilson6

Hello Nancy, the screenshot is below. It refers to a shared 'student folder' which holds excel files.

What it doesn't show is the Yes Futures 'dropbox sign' document I referred to above (to Hannah) and which led to the email from Dropbox indicating I was over the free storage limit.

Re the photo page, I can't seem to upload a video but before it turns into the sleeping dog gif, there seems to be a grid of grey boxes, which I assume would be photos if they were visible.

Megan

Hey @Wilson6, in regards to the space, I'd have to assume that the shared folder is larger than the 2GB that your Basic plan could support.

Here is how you can find out more about this. In regards to the shared Dropbox Sign document you're talking about (the "Yes Futures" one) how did you receive it?

Was it inside the shared folder, or someone sent it your way? Did you see the file name when visiting your events page?