Jay Dropbox Community Moderator

Hi @"emmabean", what Dropbox Business plan are you on according to this page? Have you already tried contacting the support team for further assistance on this matter?

Glad to hear that you were able to install the app in the end. Enjoy your week!

Are you aware that the minimum number of licenses that are needed for a Dropbox Business team to be purchased is 3 licenses, not 5?

Okay, so it sounds like you're referring to a shared folder, is this correct? As an editor, you should be able to add new users to the folder, unless they previously restricted this.

Hi @LifStr, thanks for bringing this to our attention. Does your device meet the requirements to install the Capture app? This will help me to assist further!

Hi @"DaveH15236", thanks for bringing this to our attention. Are you a part of a Dropbox Business team? Are there any other team admins who are able to add users to the team? This will help me to assist further!

Hi @"vmachado0113", thanks for bringing this to our attention. Were you able to preview the thumbnails of online-only files when using the older version of the Dropbox desktop application on Mac OS? This will help me to assist further!

You contact the support team by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

Have you disabled the computer backup feature yet? This would ensure files would return to being local on your machine for any files in those system folders added to the backup.

Hi @"ashmtl", are you able to use these steps to open, add files and lock the Vault in Explorer?

Do you have any other email addresses you own which could be associated to a Dropbox account?

Since you have a charge from Dropbox, it's most likely on another account, and you can determine which account it belongs to by using the card lookup tool.

Can you give us more information on why it isn't working? What error are you getting exactly, and at what stage? Any other info or screenshots would be helpful!

Hi @"sharsprague", the information above only works if the user changed the name of their home folder. Have you done the same on your machine?

Hi @"LesleyHall", if your quota has run out without any input, is it possible you're a member of a shared folder where someone else has uploaded files? This does take up quota on your account.

Hi @"mmday97", if the files aren't showing the green icon with a white tick, as shown here, then it means the files are not on your computer fully. You'll need to mark them as available offline first, allow them to sync so that they all show that icon. Afterwards, you can copy or move them out of the Dropbox folder to…

Hi @"loyal-user-ex", have you tried contacting the support team again regarding this matter as they have more account and device specific information available?

Hi @"M S.1", do the videos preview normally in the Dropbox mobile app?

Hi everyone, could you try the offline installer from this page for your version of Windows?

Hi @"katesrap", thanks for bringing this to our attention. Do you see any payments on this page? According to your bank statement, were you charged by Dropbox, iTunes, or Google Play? This will help me to assist further!

I'm glad to hear that the issue has been resolved on your end. The entire folder shouldn't really be a conflicted folder, unless the folder itself wasn't detected for some reason, and then was detected later. If the issue occurs again, please let me know.

Did you have both Dropbox accounts linked on your computer, so both Dropbox folders are visible? Did the Dropbox Business team admin change the name of the business account, which would change the name of the Dropbox folder?

HI @"mkoeks", the Paper files you saved are just shortcuts to the actual Paper doc on the site, and contain no data themselves. If you didn't previously export the Paper doc from the site as a PDF or docx file, then the contents of the doc should be lost now.

Hi @"Rick C.21", currently, it isn't possible to increase the quota on a Dropbox One account. It is a personal account, so sharing the account credentials with another user would be a breach of the terms of service, and could result in account termination.

Do other devices on your network experience the same issue when downloading? Can you try downloading from a different network connection to see if this helps? 

Hi @"slthom", thanks for bringing this to our attention. Is you Dropbox folder located on an external drive by any chance, or do you have multiple Dropbox accounts? This will help me to assist further!

Hi @"KevinPurcell", thanks for bringing this to our attention. Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains? Keep me updated with any details!

If that's the case, then it definitely wouldn't be possible to access the account or the files in it. I'm sorry I can't be more helpful on this matter.

If the file is in a shared folder with read-only access, then you can't make any changes to the files in the folder, including deleting them.

Hi @"Devizes Drinker", thanks for bringing this to our attention. If the account has been deleted due to inactivity, then it wouldn't be possible to recover the account or the files within it, unfortunately. How long has it been since you logged into the account? This will help me to assist further!