Jay Dropbox Community Moderator

Okay, then since you mentioned that the account shows as a Basic plan on this page, this means that there is no longer any trial on the account, so the trial was already cancelled.

Hi @"Judy12159", you can delete the Dropbox Backup by following these steps.

Just to be certain, are you accessing the same Dropbox account that you received in your email? Do you have any other email addresses that could be associated to an account?

Hi @"fibut", thanks for bringing this to our attention. It sounds like you might have already cancelled the trial on your account. Could you check this page to see if there are any invoices for the trial, and its cancellation? This will help me to assist further!

When you say 'on my desktop', do you mean files that are not located in the Dropbox folder? Currently, only files and folders that are physically located in the Dropbox folder (aside from the Dropbox Backup folders) would sync to other devices.

Hi @"Rich1985", thanks for bringing this to our attention. The Dropbox Backup feature changed a while ago, so that the backup is only visible on the Dropbox site directly, and not in the Dropbox folder of other devices. If you have any further queries, feel free to message back.

As far as we're aware, the app does work normally on Sonoma. Have you tried reinstalling the app, without uninstalling it first, using this link?

There isn't a guarantee to know if the files have been transferred or accessed by any other member or admin of the team, unless they tell you. Some Dropbox Business teams allow the admin to sign in as the user and view the files on that member's account. 

To leave the team with all your files in your account, you'll need to ask the admin to convert your account, which will remove you from the team and make your account a personal account.

Hi @"kaybeeirl", thanks for bringing this to our attention. It sounds like the team admin deleted your account from the team, which would delete all files. Could you ask them to recover your account and then convert it to a personal plan away from the team? Keep me updated with any progress!

Could you ensure that the Dropbox desktop application is running by opening it from the applications menu?

Hi @"Murray Willows", thanks for bringing this to our attention. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail. You can do this by opening an incognito/private browsing window, while not signed into your account, and…

The preferences for the Dropbox desktop application would be in the Dropbox menu bar icon at the top of the screen, near the clock, which I can see is visible in your screenshots.

Have you tried using the card lookup tool to locate your paid account?

Is it possible that your Dropbox Business team admin has disabled the option for Dropbox Backup for the team members?

Hi @"Josephus F.", it looks like your Dropbox folder is in the older location, and not in the new File Provider location. It should still function as normal, with all the syncing features, since the sync icons are visible.

Hi @"GarryWP", it sounds like you might have undergone the new upgrade to the team space on your Dropbox Business team. This is a one-off process, so it wouldn't be re-occurring again in the future. Currently, there isn't a method to speed up the process as you're asking.

Are you on a personal account or a Dropbox Business team?

Hi @"Chatcat-89", thanks for messaging today! Just for clarification, it sounds like you have two separate Dropbox accounts, under different email addresses. Have you tried accessing the site with another email address that you own, in case it was the paid account? When you paid for the plan, was it via the Dropbox site,…

Currently, there isn't another method to download the files from the site, aside from what I've mentioned by downloading them in smaller batches. 

Could you try rebooting your machine to see if this helps?

Currently, the maximum amount you can download is 250 GB in a single zip file, with no more than 10,000 files within it. As it sounds like it's greater than that amount, you'd need to download files in batches from the site. 

Could you attach a screenshot showing what you're describing in Explorer on your machine?

Hi @"aid11", are you able to manually backup using the steps in my previous post?

Have you tried marking the files you want to open as available offline to see if this helps with them opening?

Do the files have green sync icons on them? Are the files in the main Dropbox folder, or in a subfolder?

It's possible that this is the case. Are you able to pay using a different card?

Hi @"dgallant", currnetly, it isn't possible to merge backups on the site. If you wish, you can suggest this change for others to vote on, so the dev team can look into this in future! 

The window that should be popping up is the EU verification window for purchases. If it is blank, then it means the window or domain is being blocked. Could you try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely?

Sorry, could you clarify what you mean? What happens exactly when you choose to delete the backup?