Jay Dropbox Community Moderator

Is the folder very large? Can you recover the folder and then delete some of the files manually in batches, and then permanently delete them?

If there isn't any event history, and the files were moved or deleted in 2015, then it wouldn't be possible to recover them now, even from our end, unfortunately. I'm sorry I can't be more helpful on this matter.

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.

Excellent, glad to have helped out. Enjoy the rest of your week!

Hi @"kurioshopp", thanks for bringing this to our attention. It's possible that the team admin has disabled the option to permanently delete files on the Dropbox Business team. Do you see the option to permanently delete the file on the deleted files page? This will help me to assist further!

Hi @"kaFxo3-zigkad-nerxyb", could you attach a screenshot showing this message you're seeing?

Just to check, do you have two separate Dropbox accounts, a personal account and a Dropbox Business plan, under different emails?

Could you try using these steps to restore the purchase in the iOS app?

Hi @"Paola020", currently, you can only link Dropbox Business accounts and personal accounts together, so that they have separate Dropbox folders on the computer. If you want to merge the accounts, the best method is to copy the files from one account to another using shared folders.

Hi @"Jesperdue", thanks for contacting us! Just to check, did you upgrade in the iOS mobile app, or did you pay with Apple Pay? This will help me to assist further!

Generally, uploading through the site doesn't allow for files to be restarted. Do the files preview normally on the site? What about after you download them to your computer?

Hi @"kenternst", we've not seen similar reports like this. Have you tried connecting to a stable WiFi connection to see if the issue persists? Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

Hi @"sportsman1", thanks for bringing this to our attention. Just to check, were you directly uploading files to the Dropbox site, or by moving files into the Dropbox folder with the Dropbox desktop application installed? This will help me to assist further!

Hi @"vibraphonusrex", thanks for bringing this to our attention. Does the events page or deleted files page contain any data regarding this folder? This will help me to assist further!

Hi @"RalphHawaii", thanks for messaging the Community! There isn't any reason why the app might be indexing a certain file. The app does occasionally reindex files on the account. Are you experiencing any sync issues on that machine? This will help me to assist further!

Hi @"Rmorris8", thanks for messaging the Community! Did you create a shared link to the file, or was it via another method to access the document? This will help me to assist further!

Hi @"Sam Toor", what error are you getting when applying the promotional offer? What payment method have you selected?

Hi @"Bill_Richards", the sync icons shown aren't actually from Dropbox. The green tick with an underscore is actually a Google Drive icon. Is it possible that you also have that program running on your machine at the same time? Is it trying to sync the Dropbox folder?

Hi @"Mike S.25", thanks for bringing this to our attention. Just to check, did you permanently delete the files yourself, or just a normal deletion from the site? Could you try switching browsers to see if this helps? This will help me to assist further!

What is the exact version of Windows 10 that you're running on your machine? Is this a company-managed device, or your personal machine?

Hi @"JPDemers", thanks for the information. Please could you contact the support team for them to look into this matter in more detail on their end.

Hi @"KohllahStudios", thanks for the details. Please could you contact the support team with this information for them to investigate further.

Were these Paper files owned by you, or were they created by other users? Were they in private or shared folders?

Hi @"godfreyp", could you clarify at exactly what stage you're getting this error? Is it before the upload, during the upload, when it's on the site, or after you download and open it on your computer? A screenshot showing the error would help greatly.

Could you the advanced reinstallation steps again, and ensure that any Dropbox folder with the installation is empty first?

Could you confirm the exact version of the Dropbox desktop application that you're running by hovering over the icon, or opening the preferences in the app?

Hi @"MattMc", just for clarification, are you using a Windows or Mac device? Could you give an example of a folder that isn't appearing in the selective sync window? A screenshot of this (while hiding any sensitive details) would be great.

Are there any yellow messages in the desktop app when you click it and view Sync history and Activity?

Hi @"GinatheGenerous", could you attach a screenshot showing what you're seeing in the Dropbox Mobile app?

It sounds like the payment needs to be accepted by your bank, which isn't something that we can assist with, even if you made the payment via another method. You'd need to contact your bank for further assistance, or find another card or method of payment (such a PayPal) to upgrade your account.