Hannah Dropbox Community Moderator

Hey @"mliu", thanks for reaching out to us. Do you have a screenshot of the offer, so we can look into this for you?

Hey @"Mary Ann B.", sorry to jump in here. If you navigate to the file through the CloudStorage path, and right click on it, do you see a "make available offline" option? If you do, click on it and then try to open the file through Excel again and let us know how it goes.

Hey @"frugalprof", thanks for reaching out to us. I'm afraid that upgrading your account retroactively, won't help you restore your files. The restoration window is the one you had at the time of the deletion. Apologies for the inconvenience this might cause, but if there's anything else you need, please let us know.

Hey @"Snowdrop", can you go through the app's preferences, find the 'sync' tab and let us know what the location of your Dropbox folder is now? The error message is likely related to that.

Hey @"bcdenman", have you tried the steps in this article?

Thanks for the update, Sean. Would you mind sending us a screenshot of the page you're trying to download your files from? And just to confirm, have you also tried to do this through an incognito/private browsing window?

Hey @"1115shy", since this is the only way we can communicate, we can send you an email there and then we'll go through the process for the actual account that you need to access. Is that okay?

Hey @"Yuq", yes, no worries, I just emailed you, so I'll see you there! As for you @"Malpani", I'm sorry to see that you're still having issues. I can see that I had reached out to you back in August, but I didn't receive any reply, so the ticket was automatically closed after a while. Are you getting the same error…

Thanks for bringing this to our attention, @"thorelen". Are you seeing the same issue if you try to download your files using a different browser or a private browsing window? Keep me posted.

Hey @"Abdelrhman Abdelhad", is this your own link or did someone else sent it to you? If someone else sent it, then it's their account that's having this issue. You might want to give them the info that Rich shared above.

Thanks for posting your query, @"Paperman". We do offer a discount on Dropbox Business plans for charities and non-profit organizations. You can check out this page for more info and to contact our Sales team. Let me know if you need anything else.

Hey @"Terry32", thanks for getting back to me and happy Monday! Would you mind sending us a screenshot of how it appears when you're in the Business account (with the arrows) and how it appears when in the individual one? Just make sure to hide the actual email addresses and any other personal info from the screenshot.

Hmm, can you also let me know which version of the Dropbox app you have installed? You can see that by hovering over the Dropbox icon.

Sure, @"heartpunk". I just emailed you, so we'll continue there.

Thanks for the update, @"Terry32". Can you just confirm that the accounts are linked, when you follow these steps on dropbox.com?

I see, thanks for checking, @"Yuq". Can we reach out to you via email, to investigate further?

Sorry to hear about this, @"MMKDG". Can you send us the ticket number for your communication with our support team, so we can look it up in our system?

Hey @"mauri1", can you also use these steps to fix your hardlinks and permissions, to see if that helps?

Thanks for taking the time to post to our Community, @"Cobalt Praetorian". It does sound like there's some kind of security app/service that won't allow Dropbox to connect. Apart from the firewall, do you perhaps have any other programs like an antivirus or VPN that could be blocking Dropbox and its domains? Can you also…

Hey @"ashcat", the File Provider version of Dropbox is the version of the app that allows you to use Dropbox with the most recent macOS versions. You can read more about it here. As for the message that you don't have in your preferences, it's because you're already on the File Provider version, you're updated. And the…

Sorry to hear about this, @"1115shy". Can I send you an email to the address associated with your Community profile here, to see if there's something we can do?

Hey @"Pathhbvg", just to clarify, do you have a paid subscription that you wish to cancel? Or just to delete your Dropbox Basic account? Asking because Dropbox Basic is the free version of Dropbox.

Grazie per l'aggiornamento qui, @"turi50". Possiamo contattarti via e-mail in modo da poter esaminare il problema internamente? ------- Thanks for the update here, @"turi50". Can we reach out to you via email, so we can take a look at the issue internally?

Thanks for bringing this to our attention, @"Terry32". Can you try the steps in this article, to clear the app's cache and see if that helps? If not, try uninstalling and reinstalling it as well. Let me know how it goes!

Hey @"Yuq", thanks for bringing this to our attention. You mentioned that you tried to uninstall and reinstall it, but it doesn't work; is the error above what you see after reinstalling the app? If you simply close the app and relaunch it, what do you see?

Hey @"prestong777888", I just sent you an email, so we'll continue there.

I appreciate the additional info, @"heartpunk". I understand you have an issue with CPU spikes, so I would suggest taking a look at this article as well. If the info there doesn't help, can we send you an email, so we can investigate the issues you're having in more depth?

Thanks for trying anyway, Sean! One last thing; is it possible to connect the device to a different network/WiFi/mobile data to see if the issue still persists?

I'm afraid that if the admin has deleted the account, the files cannot be restored by us, Omer. Let's hope that the admin can restore the account.

And just to confirm, you've already restarted your computer since this started happening, right?