Hannah Dropbox Community Moderator

Thanks for posting to our Community today, @Spiral_G! If your normal files or backup files don't justify you going over your space limit, is it possible that you have any shared folders that might be doing that? Shared folders take up space in each member's account, no matter who created them. Let me know if that's not the…

Thanks for confirming, @Habubi, I'm really glad to hear that! If you come across any other issues, let us know!

Thanks for the additional info, @behindthelines. While the app is installed and working, what do you see for the version and sync status when you hover over the Dropbox icon in your system tray? Also, which Windows version are you using? Was the Dropbox app updated to the new version before this issue started happening? By…

Hi again! If you'd like to opt out of the File Provider version of the Dropbox app, you can use the steps here. Let me know if you have other questions!

Thanks everyone, for bringing this to our attention. Can you all check if the issue is resolved for you?

Hey @JoanMab, @JONGWON_KIM and @Aali81 for reporting this. We're currently looking into this, but in the meantime, can you all try to open and edit your files using a different browser or a private browsing (incognito) window and let me know if it helps? Thanks in advance!

Hey @st_capl, thanks for taking the time to post to our Community. Since our Plus plans are meant for personal use, they don't have the option to update the billing info in order to add your GST ID, as explained in this article. In your case, I would suggest adding your business name and billing info in your account name.…

Thanks for the reply here, @mikekook. Megan will also get back to you via email soon, so you can continue investigating this with her. Have a great day!

Thanks for the additional info and the screenshot, @RTM, it really clarifies the situation. So, it looks like you're using the File Provider version of the Dropbox app, which has a set location for your Dropbox folder among other updates. You can see if you're eligible to store your Dropbox folder on an external drive and…

Thanks for checking, @Isabela1966. I've just emailed you to investigate this further internally. See you there!

Hey @resynator, thanks for posting to the Dropbox Community. We really appreciate the feedback you posted about the File Provider update of the Dropbox app; I've already passed your comments along to our team. However, I'd like to hear more about the issues you're having, can you please describe them? You mentioned issues…

Hi there, @Isabela1966, and thanks for your post! Can you please take a look at this article and let me know if all the appropriate steps were followed to redeem the offer and if there's a possible reason you might not be eligible? If everything looks good on your end, I'll happily investigate this to see what we can do.…

Hey @Tommo46, thanks for taking the time to post about your own experience with this issue. Do you currently have a ticket with our support team or should I open one for you? And everyone else still having this issue, please let us know, so we can open a ticket for you too. Thanks.

Sorry to hear about this, @jfm30204, and thanks for bringing it to our attention. When you say that the installation kept failing, were you also getting some kind of error message? Or was it simply crashing with no error? If you did get an error, please send us a screenshot of that as well. Can you also try the…

Thanks for your post, @clone1994! I just sent you an email so we can take a look at your request internally. Let me know if you received it! You can also check your support request, while logged in to your Dropbox account through this page.

Hey @Sueprendo, thanks for taking the time to post to our Community. I'm really sorry to hear about your files. I'm afraid that since it's been that long, there's not much we can do on our end, as the files would have been deleted from our servers by now. You can check out this page, to see if you have any devices still…

Hi from me as well, @artdec0! Since you're on Windows, you can use the PrtScn key on your keyboard or the Windows key+shift+s keyboard shortcut. Can you try and let me know if it works?

Hi again, Mandy! So, basically the Dropbox folder is just a folder that's created when you install the Dropbox desktop app on your computer. This folder has syncing abilities, so it will automatically download any files you already have in your Dropbox account and also, if you change/add/delete files in it, the changes…

Thanks for your question today, @mandywr! The backup created by the Dropbox Backup feature is actually a live one, meaning that if you alter your files on your computer, the Dropbox desktop app will update the backup as well. Depending on the Dropbox Backup version you're using, updates will be made automatically or every…

Hi from me as well, @helloworld2026! I'd love to investigate this a bit further over email, if you don't mind, so I messaged you on the email address associated with your Dropbox Community profile here. I'll see you there!

Happy to help, Frank! If you need anything else, just let us know. :)

Hi from me as well, @Frank P E.. The update you're referring to, is the new Dropbox for Windows update, which is indeed utilizing the Cloud Files API. If a computer is using the Cloud Files API and is eligible, the Dropbox app will automatically update to that new version at some point. You can read more about this update…

Hi there, @dclary, thanks for your post. If you haven't already, can you toggle that setting to off and then back to on again? Restarting your device and deleting-reinstalling the Dropbox app might also help, if the above doesn't. Let me know how that goes and we'll go from there.

Hi there, @Mondecoking, thanks for taking the time to post to our Community. That screenshot you sent does show a clear picture of what might be going on, so let's see if we can confirm my suspicion. So, it looks like there aren't really any files in your account at all, which leads me to think that the files that are…

Thanks for the additional info, @Louwgy3. The thing here is that we don't have access to account specific info, to be able to determine what might be keeping your account active. Our support team would have been able to see more info about the account, if you could access the email address associated with it. To be honest,…

Hi from me as well, @Louwgy3. Indeed, trying to log in to an account, would not be considered "activity". Do you know roughly how much data used to be in the account? And is it possible that the account was linked to a Dropbox team account?

Thanks for reaching out to us, @SuzieR. The team will actually need to take a closer look into this, so I just sent you an email, and we'll continue there. Cheers!

Hmm, can you simply reinstall the app without uninstalling it, to see if that helps with the syncing issue? Just make sure to restart your computer first.

Thanks for bringing this to our attention, @curiousconundrum. Can you restart your computer and then try to uninstall the Dropbox app again, to see if that helps? If not, I'd suggest the steps in this article for a clean reinstall of the app. Let me know how it goes!

Thanks for the additional info, @Mosscat! Can you please confirm that you've installed the Dropbox app with admin privileges? Also, if you sign out of the app and then sign back in, does this pop-up still appear?