Hannah Dropbox Community Moderator

Hey @"cmiarshvac", thanks for this suggestion! I'll make sure to pass your feedback along to our team. Let us know if you need anything else!

Hi there, @"LN86", thanks for bringing this to our attention. Is this what you see on your end when you open the links, or did other recipients report this to you? Can you also check what you see if you open the links from a different browser or a private browsing/incognito window? Keep me posted.

Perfect, thanks for checking, Steven! Now that we've confirmed that the trial has been cancelled, let us know if there's anything else we can help you with.

Thanks, Steve! If you go to your phone's settings, then tap your name and then on "Subscriptions", what do you see about your Dropbox trial?

Hey @"Syedibs", I'm afraid that if the file was deleted that long ago, it can't be restored, as it's also removed from our servers and upgrading can't really change things. I'm sorry we can't help you out more with this.

Hey @"stevecjames", how did you initially sign up for that 2 TB plan? Did you upgrade directly through the Dropbox website or did you use your iTunes account to upgrade (through the Dropbox mobile app)? Also, did the steps that Nancy provided to help you free up your hard drive space help?

I'm not really sure how it would be possible for them to delete the files, if they were never synced to their account, though. Can you also search this page, since the files were shared, to see if you can find them there?

Hmm, did your co-worker check his deleted files and events page as well, from their account? You mentioned that some of the newer files didn't sync for them; did you mean to their computer? Or did they never even sync to their online account either?

Thanks for taking the time to post your feedback about live photos, @"erica5877". I will make sure that the team sees your comments and takes them into consideration. Let us know if we can help further.

Hey @"Jill_Davies", do you perhaps see the file in your deleted files page, to restore it from there?

Sure thing, @"Alfzone", I just emailed you and we'll continue there.

Hey @"rxpst32", are the videos in question uploaded to your account through Camera Uploads, manually, or both? Also, if they're uploaded manually, are they uploaded from the website or the mobile app?

Thanks for the update and all the info, @"shrimpgordita". Can we send you an email, so we can take a closer look into this?

Thanks for the update here, Pam. If you use our payment lookup tool, does it bring up the email of the account that was charged? And is it the same as the one you deleted?

Hey @"marwan_zahran2004", can you take a look at the info in this article, to see if it clears things up?

Hey @"Pam000", sorry to hear about this experience. How did you create the trial? Was it through our website directly or from the Dropbox app on your mobile device?

谢谢你，@Reimu！ 我把你的评论转发给了那个对话，并提高了你的票的优先级。 我看到你正在与我们的专家联系，所以希望他们能很快为你提供更多信息和解决方案。 ------- Thanks for that, @"Reimu"! I passed your comments along to that conversation and raised the priority of your ticket. I can see that you're in contact with our specialists, so hopefully they'll have more info and a solution for you really…

很抱歉看到您遇到此问题，@Reimu。 如果您联系了我们的支持团队，能否请您提供沟通单号，以便我们查看？ -------- Sorry to see that you're having this issue, @"Reimu". If you reached out to our support team, can you please give us the ticket number for the communication, so we can take a look?

Hey @"matdelahaye", sorry to see that you're also having this issue. Can you let us know what steps you've tried so far? Also, how many files do you currently have in your Dropbox folder? Right-click on it, to check the properties for that info.

Thanks for the update, @"Alfzone". Can we send you an email, so we can take a closer look into this?

Hey Wilson, happy Monday! From what I can see from your screenshot, it looks like you're using 0/2 TB in your account, meaning, the account contains no files at all. Was the folder that contained your photos perhaps a shared folder? Can you see it to add it back to your account from this page? If not, is it possible that…

Hey @"plutogenie", happy Monday! Of course, it's super important to have your sync icons, they're part of the app anyway. I don't think the backup is related to that issue, but can you please follow the steps here, to see if they help?

Hey @"bufordr1", how did you upgrade that account? Was it directly through our website with your debit/credit card? If so, I would suggest using our payment lookup tool, to find the email address associated with the paid subscription. Hopefully, that will shed some light on the situation.

Hey @"AAYu", thanks for reaching out to us. How did you migrate your Dropbox files to your new computer? With the migration assistant? Is the Dropbox app installed on the new computer and what's the sync status, when you hover over your Dropbox icon? Let me know and we'll go from there.

Hey @"rewired2change", thanks for joining us on the Dropbox Community. Have you checked your deleted files page or your events page, to see if you can find the files? Also, make sure to check your shared page, if you cannot find them in the pages above.

Is the email address that this email was sent to, the same as the one you see here?

No problem, Wilson, happy to help! 🙂 Hmm, if it had been years since you used the account, the account would probably be deleted, as inactive accounts get automatically disabled after 12 months. Do you remember being prompted to sign up instead of signing in to your account? Also, do you see any files in the "all files"…

Hmm, that's strange. You mentioned that you could see the photo grid briefly; by "photo grid" are you referring to this page or your "all files" page? A screenshot of the error you're seeing, would also be really helpful, if you could send us one.

Hey @"plutogenie", thanks for reaching out to the Dropbox Community. Before anything, I would actually suggest allowing the application to finish syncing and doing any updates it needs to do. You can confirm this, by hovering over the Dropbox icon in your system tray; does it show that it's "up to date" now? Also, if you…

Hi there, @"Wilson6", thanks for bringing this to our attention. Are you getting the same behavior if you access your account from a different web browser or a private browsing window? Keep me posted.