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I received an email saying that because I was over my free quota some of my files would be deleted

phrostyphace

I immediately signed up for the free trial so that my files would not be deleted and I would have time to figure out what's going on, I have this account for many years to be honest I got it many many years ago back when the free tier came with much more free storage space, so I wasn't sure what files I had in Dropbox. I figured it might be old pictures or videos and maybe I don't want to lose them.

However when I go into my Dropbox account I can't see these files they are not visible or accessible to me. I checked in the backup section after reading some other Forum suggestions and I have really tried poking around to the best of my ability, but these files don't seem to exist except that dropbox says they do exist so I'm not really sure what to do. When I go to my storage in settings it says that I'm using several gigabytes of storage but when I go to my files and my photos, they just aren't there. If someone could help me I would really appreciate it.

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Jay

Hi @phrostyphace, thanks for posting today!

As you have some folders on your account, it's possible that the files that are taking up space could be in them.

Could you try using the steps in this article in order to calculate the size of the folders to see which folders have the most amount of data in it?

Feel free to drop any relevant details below. The more I know upfront, the sooner I can zero in and find a solution for you.

phrostyphace

Hi, I certainly don't mean to sound snarky, but I posted a screenshot with the sizes of the folders. Was there something other than that in your suggestion that I didn't try? The folder called Girls Coast has so little information in it that it didn't even show up as measurable which is why there's no number next to it in that screenshot. The other folders the files in them equal to the amount that it shows. If you'd like I can take screenshots of the inside of every single one of those folders, but there's nothing incorrect in the screenshot that I posted so I'm not sure what it is that you want me to do additionally. As far as I can tell there is several hundred megabytes of information on my Dropbox, but in the settings and in the storage and in every other location that I look it definitely indicates that I'm using 6.5 gigabytes. Please help me understand what it is that you want me to do that I didn't do because I'm not getting it

Megan

Hi there, @phrostyphace! Let me jump in here too.

As a first step, please head over to your plan page to view your exact Dropbox quota breakdown and see what's using up your space. Feel free to share a screenshot if you'd like so I can take a look too!

Have you made sure that you don't have any shared content taking up space in your Dropbox account? What about any active backups?

After checking your "e weiss" folder: Since we currently only see an approximate size for this folder rather than its actual size, could you hover over it, click the ... (more options) menu, and select Folder info? What do you see when you follow these steps?

I'll be keeping an eye out for your update!

phrostyphace

As I noted in my first post I already did all of these suggestions and I still can't find these phantom files however for the sake of completeness here are all the screenshots you would like and if you want more screenshots please just let me know and I'll give you any screenshot you want

Hannah

Hi from me as well, @phrostyphace!

We really appreciate the screenshots here. Just one more thing I'd like you to try is something my colleague Megan suggested before.

Can you go to your "e weiss" folder, hover over it, then click the "..." (more options) menu, and select "Folder info"?

That should show you the exact size of the folder (instead of the approximate size it shows now).

Let us know what you find!

phrostyphace

It does not do that for me? Here's the screen shot you requested. I don't know where to find this information that you are asking for.

Megan

Hey there, @phrostyphace!

Thanks so much for sharing those screenshots!

I really appreciate your patience with me, and I don't mean to sound like a broken record, but I still suspect the "e weiss" folder might be what's causing this. I've had a similar case recently where the culprit was a user's folder that showed the approximate size.

When you have a spare moment, would you mind trying one last thing for me? I know you already shared a screenshot of that folder's contents, but could we take a quick look inside its nested subfolders? Specifically, we want to double-check if any of those folders (like the one named "Girls coast" that isn't showing an available size) contain a large amount of content hidden deeper inside.

Let me know what you find, and we'll get this sorted out!