Child Item

Dropbox Basic account is over quota and completely locked

MW999

Device
Dell laptop
Windows 10
Dropbox App Version (if using the app)
n/a

Question or Issue

My Dropbox Basic account is over quota and completely locked. I cannot view or delete files via:

- dropbox.com/home

- /deleted_files

- mobile app

- desktop app

I am not asking for more storage at the moment. I just need temporary access to delete files and bring the account under quota so I can properly assess my current and future needs. Can a Dropbox staff member advise or escalate? Many Thanks.

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Comments

Walter

Hey @MW999 - thanks for bringing this to our attention.

If this persists on another browser as well, could you send us a couple of screenshots of what you see and/or the error(s) you get so that we can have a visual too?

Thanks!

MW999

Hi Walter, thanks for getting back to me.

I’ve tested this in another browser as suggested and the issue persists.

In both cases the account is over quota and I’m unable to view or delete my cloud files.

This also happens in the mobile app and desktop client.

I’m not requesting more storage — I only need a way to delete files to bring the account back under quota.

Thanks for taking a look.

MW999

Screenshots attached showing the blocked Home and Deleted Files pages.

Hannah

Hey @MW999, I hope it's okay for me to jump in here as well.

When you say "blocked", can you please clarify?

Do you not see the "..." (ellipsis) button when hovering over the names of your files in order to delete them?

Also, it doesn't look like you have many files in your account; have you checked your backups page or your shared folders to see if they are taking up your space instead?

Nancy

Hey @MW999! Did you get to see Hannah’s last post, by any chance?

From a quick look at your previous screenshots, your Home and Deleted Files pages don’t seem to be blocked to me neither, so feel free to let us know more details on what’s happening exactly and we’ll be glad to assist.

MW999

Hi Hannah,

you said: "Do you not see the "..." (ellipsis) button when hovering over the names of your files in order to delete them?" The problem is that I can't see any files over which I might hover. The overwhelming bulk of my storage is "backup", sure, but I had assumed my backup was indeed composed of files. I can't drill down into the big blue bar indicating the size of my backup to examine it so I can't delete anything. So (pehaps because I am unable to effectively work with my account due to lack of familiarity with the interface, which I feel is incredibly difficult to navigate) I still feel effectively locked out from my account. BTW I have just attempted to delete the Garmin device from my backup since I think this is the source of the overfilling.

Rich

MW999 wrote:
The overwhelming bulk of my storage is "backup", sure, but I had assumed my backup was indeed composed of files.

Backups are accessed through the Backups page. Backups aren't stored with your regular files since you would normally only access a backup when you needed to recover it.

Megan

Hi @MW999!

I'd also suggest taking a look at your Backups page as @Rich suggested, since the culprit of this could be located there. Can you have a look and let me know what you find?

MW999

I went to the backups page and I get the msg "No backups here at the moment". The info box says:

Info

Location

Backups

Size

0 bytes

Number of files

Megan

Thanks for checking @MW999!

Can you send me a screenshot of what your plan page reports at the moment? Thanks!

MW999

After unlinking the Garmin device I was able, apparently, to delete that backup so now I think I'm all sorted thanks.

Jay

HI @MW999, thanks for keeping us posted on this matter.

This information should help other users who are experiencing similar issues with their backups.

Enjoy the rest of your week!