Jay Dropbox Community Moderator

Hi @"Caraspearls", thanks for bringing this to our attention. Are you using the Dropbox site or the mobile app? This will help me to assist further!

If you cannot see the files online, then it means that you're not invited to the same folder as the other people, or you haven't added it to your account. Could you check your shared folders to see if the folder is there?

Hi @"AliBnz", have you tried any of the steps in this thread to attempt to resolve the issue?

Thanks for the info. I'd recommend continuing with the support team for them to investigate this matter in more detail on their end.

Hi @"Alexis G.1", thanks for messaging the Community. Have they added no-reply@dropbox.com to their contacts list, in order to ensure that email goes through? Is it possible that their business domains have blocked emails from the following Dropbox domains? This will help me to assist further!

Hi @"koreanfriedchicken", thanks for messaging the Community. We appreciate the feedback on this matter. We take all comments into consideration when improving the Dropbox site and services for the future.

As the payment isn't on the system, could you try cancelling the plan and requesting a refund from Google Play directly, and try upgrading again via the app, or the Dropbox site directly?

If that's the case, you can safely ignore the message. It might have been sent out in error to your account.

We can't remotely activate any accounts. In order for us to assist, you'd need to contact the team from another email address using the steps I posted previously. You can find instructions for opening Incognito Mode or Private Browsing mode here: * Chrome: https://support.google.com/chrome/answer/95464 * Firefox:…

Hi @"VaughanS", we wouldn't really be able to shed more light on why two different file managers provide different results. If Finder is providing wrong information, then you could try contacting Apple for further clarification on this matter.

Hi @"sweetybhardwaj", could you try these steps to contact our support team?

Hi @"Beverlymendes", thanks for bringing this to our attention. Could you confirm that you were signed into the correct account when you upgraded via the Dropbox mobile app? Does the payment appear on this page on your account? Keep me updated with any progress!

Hi @"John88", thanks for bringing this to our attention. Have they added no-reply@dropbox.com to their contacts list? Are you able to send the file request link again to their email? This will help me to assist further!

Hi @"cloudres", thanks for bringing this to our attention. We've not received reports about similar issues to what you've described. Have you considered backing up the files that didn't sync previously outside of the Dropbox folder, and then resume syncing in the app? This will help me to assist further!

Hi @"adrianxw", thanks for bringing this to our attention. Have you recently created your Dropbox account by any chance? This will help me to assist further!

Hi @"kristine03", thanks for bringing this to our attention. Do the files have any incompatible characters or symbols in them, preventing them from syncing to your machine? This will help me to assist further!

Thanks for the info. Are you able to delete the empty files from the Dropbox site directly?

It depends on what they decide in relation to your content, this could include removing or disabling access to the content, suspending your access to the Services or terminating an account entirely.

Hi @"supradyn", are your shared folders visible on this page on your account?

Hi @"Nik Nik", thanks for messaging the Community. If you choose to store and share NSFW content on your account, it would be at your own risk. We can only point you to the acceptable use policy on the site. Should this content be deemed to be a breach of the policy, then your account is at risk of being deactivated. If…

You can view the link from the file itself, or via this page on the site. and 'View link settings'. From there you can change it to view only.

Hi @"SL001", if you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

Hi @"MotivatedMover", currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions. Your available support options based on your plan and account type, which you can see on this page. Are they able to view the shared folder on this page on their account?

Could you try clicking the 'Show more options' to see what other choices are available?

Hi @"mild7_5mg", thanks for bringing this to our attention. If the files have been deleted over 30 days ago, then it wouldn't be possible to upgrade to a paid plan to recover them. The recovery period isn't retroactive, so you won't be able to delete files, already deleted over 30 days ago. I'm sorry I can't be more…

Just to check, when you deleted the app and files, did you perform an advanced reinstallation?

If a shared folder isn't successfully shared, then it could return to being a private folder. In doing so, it would be re-added to your account, like what you're seeing there.

Hi @"terri232", thanks for this info. If you're using the camera upload feature, then it is possible to automatically convert HEIC photos to JPG on an iOS device. Could you test this to let me know if this helps?

The article I linked contains the information needed to add tags onto files. It can only be done via the site, and not in the Dropbox desktop application or in the Finder window.

Hi @"Carl8", thanks for bringing this to our attention. Could try quitting the Dropbox desktop application and restarting it again to see if you receive the same error message? This will help me to assist further!