Hannah Dropbox Community Moderator

Hey @"missie1208", thanks for reaching out to us. It sounds like you're probably signed into a free account and not your paid one. You can use our lookup tool here to find out the email address of the paid account. Once you sign in, you should be able to cancel it yourself, or contact our support team. I hope this helps.

Hey everyone and thanks for contributing to this thread. We are aware of this error and our teams are looking into it. We will follow back with an update, however, we have no specific timeline for now. Thanks.

Hey @"Charjohn44", thanks for joining our Community. Do you know if your recipients have actually uploaded the files to the requests? Did you receive the automated upload confirmation emails? If you open one of the links from a private browsing window and upload a test file yourself, is it coming through? Let me know what…

Thanks for the screenshots, @"anram", they're really helpful! Can you let us know what the sync status and version of the Dropbox app on your computer is? You can hover over your Dropbox icon, to see this info.

Hey @"Amy Hager", thanks for bringing this to our attention. Are you using our website to upload your files or our desktop app? If it's the website, can you try from a different browser or a private browsing window, to see if you get a different behavior? Let me know how it goes!

Thanks for the additional info, @"anthea2". I would suggest reaching out to our support team directly about this. You can do that by opening a private browsing/incognito window and going to this page. Scroll down a bit and click on "can't sign in?", to submit your help request.

Thanks, @"M S.1"! Let us know even if you don't find any other file types and we'll see what we can find out on our end.

Hey @"Ndomain", sorry to hear about this; what does your plan tab say about how much space you're using? Do you have any shared folders or backups that might be taking up your space? @"tenpaiyomi", oh, I see. I understand where you're coming from, thanks for clarifying. I'll make sure to pass your comments along to our…

Hey @"Jonathan C.8", thanks for bringing this to our attention. Do you know if you currently have more than 300K files in your Dropbox folder? If so, it might be what's causing this, so you might want to use selective sync, to reduce the number of files in the Dropbox folder and help the app finish syncing. Let me know how…

Hey @"tenpaiyomi", thanks for bringing this to our attention; that's strange indeed. Are you trying to add the shared folder from the email you received about it or directly from the "shared" tab? And @"Jamb0tam", I moved your post to this relevant thread, so let's see what we can find out about this. What does the plan…

Hey @"qzydustin", thanks for reaching out and for the ticket number. I've passed your comments along to the member of our team that you're already in contact with and they'll get back to you as soon as possible.

Hey @"regan_traphagen" and @"hilje", sorry to see you're having trouble with this process. Have you tried removing your access to the folder using these steps on dropbox.com? I can see you mentioned that you used an iPad, @"hilje", are you able to do this from a computer?

Hey @"fred k.1", sorry to jump in here! Indeed, you can use the "advanced settings" option in this case as well. If it doesn't help, you can try the following steps: 1. Rename your existing Dropbox folder to "Dropbox (old)" or similar. 2. Select the location that you want for the Dropbox folder during the installation of…

Have you used the search bar on your "all files" page to search for some example files, to see if you can locate them that way?

Hey @"Al Fidaa", sorry to jump in here, but where did you send an email? Did you open a ticket with the support team about this? Can you also send us the screenshot that Walter requested? Thanks.

Hey @"Alohaerba", thanks for letting us know about this. Are you trying to edit the files using the Word and Excel apps on your phone? Have you tried troubleshooting those apps as well, like clear their cache, uninstall-reinstall, etc.?

Hey @"bas1116", thanks for posting your question today! I'm afraid you won't be able to do this through our website, but are you using our desktop app? If you're using our desktop app and you have your files synced to your computer, you should be able to edit them, since they'll be locally available on the computer. Let me…

I see, thanks for trying! Can you try reinstalling the app, without uninstalling it and let me know how that goes?

Hey @"BrianP", thanks for your feedback here. Have you tried manually uploading the photos through the (+) icon in the Dropbox app? The 8 DIGITS-4DIGITS-4DIGITS-4DIGITS-12DIGITS format shouldn't appear when the images are uploaded to Dropbox.

Hey @"dave023", sorry to hear about this. Have you or your old employer reached out to our support team about this? If you have the billing info of the charge, you can open a private browsing/incognito window, go to this page, and submit a help request, to get assisted by our support team directly.

Hey @"ceoworldmarketventures", sorry to see you're having this issue. You mentioned that you sent an email to our team; do you perhaps have the ticket number of this communication?

Hey @"Stookieandlil"! When you simply tap on a link, it should open with your device's default browser and give you two options: 1) To "get the app" 2) "Or continue to website" Is this not what you see on your end? Can you send me a screenshot of what you see? Just make sure to hide any personal info.

Thanks for the additional info and the error log, @"Mark G.16". Can you try performing an advanced reinstall of the app? That should resolve this issue for good.

Hey @"astokesmusic", you are correct in this as well. As long as your files are set to available offline and the Dropbox application is running on both computers, your changes will sync and you won't have to manually change their state from offline to online-only or vice versa. The downside is that your files will take up…

Hey @"rangeletti3", just to clarify, are you trying to move your Google Docs to Google drive and are getting this error when following the steps here?

Hey @"Davebm20", they can upload 450 GB, however, it will have to be done in batches of maximum 50 GB. I hope this helps.

Hey @"jeepgirl16", can you please clarify what is not working? Did you receive an automated response with a ticket number after submitting the help request?

Hey @"Marcos12", I'm happy to see that you were able to resolve this! And @"sscotti1", I understand and no need to worry; I just sent you an email, and we'll continue there!

Hey @"topoloco2000", if you just close the Dropbox app, does the issue persist? Or do they folders open with the app closed? And does this happen only with specific folders in your Dropbox folder, or all of them?

No worries! Just any PDF file that's not scanned, for example a file that you might have downloaded to your computer through the internet.