Jay Dropbox Community Moderator

Thanks for the info, would it be possible to reach out to the email associated with your forum profile?

Hi @"jimheavey", thanks for bringing this to our attention. Were the files sent to you via a shared link on the site? Were they uploading to your Dropbox account instead? Any other info or screenshots (while hiding personal info or links) would be helpful!

Thanks for the clarification. In general, the same would apply for moving files or folders from the team folder into the personal folder. This is for security purposes to prevent team members from losing access to data and this applies to team admins as well trying to do the same thing. The only method to get files from a…

Hi @"LuKeSkO", thanks for bringing this to our attention. Could you try switching browsers to see if this helps? Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely. Let me know how it goes!

Currently, there isn't a feature to allow you to convert a team folder into a personal folder, nor is there any information on if this will change in the future. This has been the same since Dropbox Business teams were created.

Thanks for getting back to us! I'm glad to hear you were able to resolve this on your end. Enjoy your week ahead!

You would need to copy the files manually from inside the folder to your personal folder, and then delete the team folder once you're certain all the files have been copied across. 

Hi @"msakten", this is expected behavior, as you can only move top level content to other top level content. It isn't possible to remove it from there entirely and then into your private folder.

Could you try disconnecting and reconnecting the drive to see if this starts the process?

Thanks, I've replied to your message, and we can continue troubleshooting from there onward.

Thanks for the info, it might be worth mentioning that in the email you send to the team.

Thanks for the image, there's two possibilities here. Either those users aren't using any data, so they're using up a license without contributing any data. Another idea is that they're not signed into their own accounts, somehow, and they're using another person's email to login to Dropbox. It's unlikely, but still a…

Hi @"throg", thanks for providing these details. As you've already tried most of the steps we would suggest, I'd recommend contacting the support team directly for them to investigate this matter in more detail. Keep me updated with any progress.

I've sent you an email, please could you reply to it as soon as possible!

Could you attach a screenshot showing this information from a user experiencing this issue on your team? 

Before you try that, what do you see when you click the Dropbox icon in the menu bar? A screenshot of this would be great.

Is this a company-managed device or a personal machine? Do you have any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

HI @"kaidokas", are you part of a Dropbox Business team? Is it possible that this has been disabled by the team admin?

Hi @"Radx", thanks for posting today! Assuming that they are uploading files to your Dropbox account, which sounds like it's a Business team from your description, then the quota should change. Are they uploading directly to the site, or using the desktop or mobile app? What does the quota usage show on this page? This…

Thanks for the update, it might be worth continuing with the email support for them to investigate this in more detail on their end.

Hi @"FritzTheBox", thanks for bringing this to our attention. Could you try an advanced reinstall of the app using the steps in this link? Keep me updated with any progress!

Could you try quitting all open apps and services on your computer, including the Dropbox app, and then reopen it to see if this helps with the backup process?

Hi @"Riccardo47", it can take a little time for an email to be sent to verify the new address. Were you able to change the email on your account?

Hi @"powerfoot", when you uninstalled the app, did you perform an advanced reinstallation?

Thanks for the info, if the issue occurs again, feel free to contact the support team for further investigation. 

The system we use would open emails automatically. I can see that the agent provided information on how to access the security page on the Dropbox site.

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains? Do you have any bandwidth limit in the desktop app?

Hi @"Sam Toor", thanks for messaging today. Could you try disabling the automatic backup, which will enable the 'Backup now' option, and try clicking that to see if this helps? Keep me posted!

Could you clarify exactly where you're seeing the 25 TB plan on the Dropbox site?

Hi @"bdweisel", thanks for messaging the Community! That article you posted is related to moving the entire Dropbox folder to another location, and isn't relevant to your situation. This article tells you on how to move files and folders within your account. Keep me updated with any progress!