Hannah Dropbox Community Moderator

Hey @"sa211536", thanks for posting to our Community! What kind of accounts do you have? Are they both individual ones? If so, there's no way to link them together or merge them automatically. You could, however, share the files of the one with the other and then delete the account you don't want. I hope this helps!

Hey @"huffie", I just emailed you, so we'll continue investigating internally. Thanks!

Hmm, if the account was active, then the files should be in your all files page. Try looking at your deleted files and your events page as well, to see if you can find anything there.

Hi from me as well, @"worldmatt"! Would you mind hovering over the Dropbox icon in your menu bar to let us know the exact sync status of the app as well?

Happy to hear that, @"alizahir"! If you need anything else, let us know. Have a great day!

Hey @"Johnofcc", thanks for reaching out to the Dropbox Community. Dropbox wouldn't have deleted your files, even if your subscription wasn't renewed, your account would just go over its quota and you'd keep getting reminders to re-upgrade. Did you receive any of those reminders? Also, when was the last time you logged in…

I don't think that setting would make any difference on the particular issue, but you're welcome to enable it, it definitely won't hurt! Also, if you haven't already, try to reboot the computer as well, to see if that helps.

Hi again @"brucekaiser", and thanks for the ticket number. Regarding Community threads, there are no specific reference numbers, but you can use the URL of the thread. As for your ticket, from what I can see, you're in contact with a member of our team that specializes in issues like this. Since that's the case, I would…

Thanks for trying that, Peter. Do you get the same behavior when you play the file locally on your computer, after you download it from the link?

Hey @"VoiceOfTrenton"! If you have edit access to the folder, the folder will need to take up space in your account as well, so that you can edit it. If you no longer need to have access to it, you can remove your own access, by following the steps here. Otherwise, if you need to access it, without affecting your own…

Hi again, @"Big Maho"! If your updates do not show up in the account online either, it means they're not synced on your end (from the computer they were made on). What's the sync status and version of the Dropbox app on that computer, when you hover over the Dropbox icon in the system tray?

Hey @"NopeBob", do you mean that you've been logging in through the Dropbox mobile app during this time? If so, the account wouldn't have been deleted, as this is considered as an active account. However, is it possible that you've logged in to a different account? Perhaps an older one, that you never really used?

Thanks for this, @"alizahir". Can you perform a more advanced reinstall of the app and let me know what happens?

Thanks for the additional info and the screenshots, @"tescure"! Can you please go to this page in your account settings and make sure that the Dropbox system extension is enabled?

Thanks, Mike! You also mentioned that you follow this folder; did you use these steps to follow it? If so, can you unfollow it and then follow it again, to see if that makes any difference?

Hey @"Dave81", I hope you don't mind me jumping in here. Usually the icon of the white downward-facing arrow in a green circle indicates that a file is available offline. One thing I'd like to clarify, though, is what you said in your initial message about using Dropbox to store your music files; you also mentioned MS…

Hey @"MikeDidier", I hope you don't mind me jumping in here! Are you currently a member of a Dropbox team or do you have an individual account?

Hey @"alizahir", thanks for reaching out to us. At the bottom of the error message window, there is a link to a .txt file with a full log of the error. Can you copy the error log in your next reply or send us a screenshot, so we can take a closer look? Thanks!

Hey @"Peter Honchaurk", have you tried opening the link from a different browser on your PC and playing the file, in case this is a browser issue?

Hey @"KStenzel", thanks for reaching out to us. Just to confirm, you're talking about adding/uploading .mp3 files to your Dropbox account, right? Would you mind describing exactly which steps you're currently following, so I can have a better idea of the process you're talking about? Thanks!

Hey @"adrianshots", did you get a chance to review @"Hannah C"'s reply above?

Hi there, @"tescure", and thanks for reaching out to us. Did you start noticing this issue after a specific incident or issue with the Dropbox app or your computer? If you hover over the Dropbox icon in your menu bar, what's the sync status of the app? Can you also send us a screenshot of the options you see when you…

Oh, you should be able to see it in the 'general' tab of your account settings (the hyperlink I added in my previous reply). It should be in the 'Preferences' section.

Thanks for the confirmation, Ashley! One more thing I'd like you to check, assuming you're currently signed in to your paid account, is if the 'Dropbox system extension' is enabled in your account settings here.

And are both those Dropbox accounts still linked to this computer, Ashley? Also, have you tried restarting both the computer and the Dropbox application, to see if that helps at all?

Thanks for the screenshots and the additional info, Ashley! Just to confirm, does the app sync fine otherwise? Meaning, if you add files to your Dropbox folder, do they sync to your account on dropbox.com, and vice versa?

Hey @"JC2444", thanks for joining our Community. Is it possible that the address this email came to, is different than the one you use for your free Dropbox account? Meaning that perhaps it's a different Dropbox account, under a different email address that you forgot you had.

Hey @"ashleyjoeann", thanks for bringing this to our attention. Are the options in the screenshot the ones you see in the Dropbox application preferences, while logged in to the paid account? How about when you right-click on files in your Dropbox folder, do you see any Dropbox options there? Also, what's the sync status…

Hi again, @"nealnino", I think that if you've tried everything, reaching out to our support team, would be the best next step for this situation. They'll be able to investigate on an account specific basis and assist you further. You can contact them from this page and once you have your ticket number, please send it to us…

Hi there, @"Snelephant", thanks so much for your feedback on this. If you had a way of contacting the other members, you could ask them to create a copy of the folder, as a workaround, so the person that would create the copy and then share it with the others, would be the new owner. Nonetheless, we appreciate your…