Hannah Dropbox Community Moderator

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…

Hey @"Lilime", I just sent you an email, so we'll continue investigating this issue there. Thanks!

Hey @"Carlie_CommonState", thanks for the nudge here. Unfortunately, there are no updates on the case at this time. This doesn't have to do with your plan, but with your issue, and from what I can see, the team is still investigating, so once they have an update for you, they'll get back to you on that email chain. Thanks…

Thanks, @"huffie". Can you please check one more thing? Do you have any shared folders that you don't need here? This page should show you shared folders that you never added to your account, or that you deleted. If you remove the ones you don't need (if any), do you see a difference in your used space?

Do you mean that the Dropbox icon in your menu bar, where you can access the Dropbox application preferences, to add the second account, is gone, Joe?

Hey @"Howard L.6" and @"CPR31", sorry to hear that you're having this issue. Have you tried any of the troubleshooting provided in this thread, like clearing the apps' cache, restarting the device, etc.?

Sorry to hear that, @"Jddavid". Which version of the Dropbox app do you have installed and what's the sync status? You can hover over your Dropbox icon, to see that info. Also, have you tried any troubleshooting steps, such as restarting the computer and reinstalling the app, to see if they help?

Hey @"daveyp" and @"Viveca", thanks for the screenshots and the additional info. I just wanted to confirm that this is expected behavior. Top-level folders can now only be created from our website, however, we've passed your feedback along to our team, so we appreciate you taking the time to reach out. Let me know if you…

Hey @"nwb18", thanks for reaching out to us. Can we send you an email to the address associated with your account, so we can take a closer look into this? Let me know.

Hi there, @"NateVee", thanks for joining the Dropbox Community. If I understand correctly, your Dropbox app was updated to the new Dropbox for macOS on File Provider, but the changes you made to your files in the old Dropbox folder, do not appear in the new one. Could you clarify what you mean by "alias folder"? What do…

Thanks for that, @"huffie". What's your team space use, if you check your dashboard here?

I see, @"Wiskers", thanks for the update. We appreciate your feedback on this. At this time, you can only create top-level folders through our website, like Megan mentioned above. But I'll happily pass your comments along to our team.

Welcome to our Community, @"huffie". Would you mind sending us a screenshot of your space usage as shown in your plan page as well? Thanks in advance.

Hi there, @"Alan B.16", thanks for reaching out to us. Do you currently have an individual or a team Dropbox account? What about your recipient? Do they have an individual account? And if they take a look at their "shared" page, do they perhaps see the folder there? Let me know and we'll go from there.

Thanks for letting us know about this, @"nealnino". Have you done a speed test on these computers? Also, can you check the app's preferences with these steps, to make sure syncing speed is not limited there? Let me know what you find.

Thanks for the info, @"Jean-Charles M.1". I looked a bit into this and I believe @"Здравко" might be right on why this might be happening. As he mentioned, the difference in disk usage is due to how different vendors calculate a "GB". Operating systems like Mac OS will tell you that a file is larger than it appears on our…

Hey @"Akash gurung", thanks for the nudge here. If a file has been permanently deleted, I'm afraid it cannot be recovered. Recoverable files can be found in your deleted files page here. I hope this helps.

Hey @"mmakabeh", thanks for the nudge here. Please go to this page, take a screenshot of your space usage and upload the screenshot to your next reply here, using the upload button seen below.

Hey @"KHAIR" and @"Wissamgh", thanks for all the info here. Can you please check this article and let me know if these are the steps you're following? If not, can you reproduce the issue on other browsers too?

Hey @"joe lotz", thanks for reaching out to us. The article that Mark linked for you, includes the steps on linking your second account on the Dropbox desktop app, so that it will also be added to your Finder. Are you having any issues with the steps?

Hey @"PD24", thanks for reaching out to us. It sounds like you've accidentally joined a Dropbox team account. To go back to your individual account now, the admin of the team, in this case your colleague, will need to convert your account back to an individual Basic account. That way, the team files will be removed and…

Thanks, James. Would you mind sending us a couple of screenshots of how your files appear in both of those locations, what you see when you right-click on files in both as well, so we can have a visual?