Hannah Dropbox Community Moderator

Are you able to locate your tickets through your email account, @"crover23"?

Thanks for bringing this to our attention, @"staci22". Are you using the File Provider version of the Dropbox app? How many files are currently in your Dropbox folder? Also, you mentioned that you contacted our support team; can you please give us the ticket number for your communication, so we can take a look? Thanks.

Thanks for reaching out to us, @"AlisonRose". Are you having this issue with other browsers as well? Also, if you download the file, to open it locally, do you see the entire file as normal? Let me know what you find.

Sorry to see that you're having this issue, @"Brucknerphile". What is the current sync status of the Dropbox app, when you hover your mouse over the Dropbox icon in your menu bar? Also, is the "online-only files on Mac" option enabled in your account settings here? Let me know and we'll go from there.

Hey @"jblankenship", I'm not very clear on what happened exactly; did your company just change the email address associated with your already existing account? Or did they create a new account for you? Did you check your events page, like Mark suggested, while logged in with your personal email?

I'm happy to hear that, David! 🙂 If you need anything else, just give us a shout. Have a great rest of your day!

Hey @"axspivey", welcome to the Dropbox Community! It sounds like our backup feature might have been enabled on your computer. Do you see these files in your backups page here? Keep me posted.

Thanks, Alan. Can we send you an email, so we can look into this internally?

Yes, the paid account needs to be linked to the computer, indeed. Are you not getting prompted to sign in, after you signed out of the free account? Is it possible to send me a screenshot of what you see after you sign out?

Hey @"Miller A.1", thanks for letting us know about this. Can you try to give Dropbox full disk access, to see if it helps?

I see, so in this case, what you'll need to do, is log out of the free account, and then sign in with the credentials of the paid account. You'll find the steps on how to log out of the free account on the desktop app here. Let me know how it goes!

Hey @"DavidHe", thanks for joining our Community! Regarding moving your files to your paid account, although there's no automatic way to do it, one way to go about it, would be to put all the files in a folder and then share that folder with your paid account. Another way to go about it, would be to download the files from…

Hey @"singingcowgirl", thanks for the nudge here. I assume this is what you get when you try the steps in the solution of this thread. Can you let us know which Windows version you're on and which Dropbox version? You can see the Dropbox version and sync status of the app, by hovering over the Dropbox icon in your system…

Hi @"JACB1"! Since he received a prorated refund for his subscription when he joined your team, all he needs to do now is simply re-upgrade to his preferred plan. 🙂

Thanks for the additional info, @"justaguy_4". Can you please try again from Chrome, but this time from an Incognito window and let me know what you see?

You'll actually need to convert their account back to an individual one, using the steps in this article. If you simply deleted them, that would indeed delete their account as well. You should be able to restore them to the team using these steps, and then convert them to an individual account, so they can be removed from…

Hey @"Bm22782", sorry to hear about this. Are you on a Dropbox team or an individual account? If you have a Dropbox team, are the people that have this issue members of your team, external users or both?

Hey @"right click", can you please also check if the Dropbox system extension is enabled in your settings here?

Hey @"JACB1", I'm afraid this list cannot be deleted or cleared, but I've passed your comments along to our team about this. This client that you added to your Dropbox team, are you sharing a folder with them? And is this folder possibly shared with the people on this list?

Hey @"vrdesign"! You can see your default sharing settings here, and if you follow these steps, you can change the settings or create new links for your files individually. However, keep in mind that with view-only links, the recipients won't be able to edit the files; only view and download them. Perhaps you can send "can…

Hi again, Dave! Just to confirm, when you update your files through the Dropbox folder on your computer, do your updates appear in your account on dropbox.com as normal?

Hi there, @"justaguy_4", thanks for bringing this to our attention. You should be able to use dropbox.com on most modern browsers. However, dropbox.com works best on the two most recent versions of Chrome, Firefox, Microsoft Edge and Safari. Can you try from one of those and let me know what you see? Thanks.

Thanks for the additional info, Kathy! Just as a test, can you upload an image file to your account, this time to your main Dropbox, in "all files", not in a specific folder, and let us know if the options are grayed out there as well? Also, how large is the photo in size?

Hey @"vrdesign", thanks for reaching out to the Dropbox Community. Can you please check to see if the link you're creating is a "view-only" or a "can edit" one? If it's a link that gives edit permissions, it would make sense, if you used a certain email address to invite the user, but they're signed in to a Dropbox account…

Hey @"Tom M.13", thanks for reaching out today. I also don't think that it's Dropbox that's deleting these files, but let's see what we can find out. If you restore one of those files and then go through its version history, where does it say it was deleted from? Also, if you quit the Dropbox application and try to…

Hey @"Nate2024", can you try the steps here and let us know if they help at all?

Mark is right here, @"MotherOfTheGroom". It might be possible that the account has been deleted, due to inactivity. I would suggest opening a private browsing window and going to this page. From there, you can create a ticket with our support team, who will be able to get to the bottom of this and will let you know if…

Thanks for the nudge here, @"Front D.2". It might seem small, but have you tried to restart your computer, to see if that helps at all?

Hi there, @"MotherOfTheGroom", and sorry to hear about your loss. You mentioned that you still have the shared link; what do you see, when you click on it? I ask, because if the files are still in the account, you should still be able to access them from the link. Regarding the account itself, do you perhaps have access to…

Hey @"kathyh55", thanks for bringing this to our attention. I just tested this on my end and it worked fine for me. Can you send us a screenshot of what you see after you click on the "watermark" option? Also, can you try it from a different browser or a private browsing window, to see if you get a different behavior? Let…