Jay Dropbox Community Moderator

Currently, the limit is 20 GB maximum when downloading from the site, which could be why you're experiencing this behavior. Do you have enough quota on your Dropbox account to add the shared link to your account, for it to sync normally to your machine?

Okay, so it isn't possible to create that email address with Gmail, since it's an invalid character, is that correct?

Hi @"Yeij", thanks for bringing this to our attention. Is this file on your Dropbox account, or is it via a shared link on the site? This will help me to assist further!

Thanks for the details, as this is the case, you'd need to contact Apple for a refund of the payment made via their system. Afterwards, you can re-upgrade on the correct account by ensuring it's signed into the mobile app, or by upgrading directly on the Dropbox site while signed into the account in question.

Hi @"FixMyRun", are you connecting an external drive to your machine, which contains more files than the quota on your account?

Did you submit a ticket using this form, which can be done by opening an incognito/private browsing window, while not signed into your account? Choosing 'Other' and then putting in an email address that you can access, followed by your billing info should allow you to submit a ticket.

Hi @"THX1965", thanks for bringing this to our attention. Could you just confirm that these are available offline by showing the context menu when right clicking one of the files? This will help me to assist further!

Hi @"blac0177", thanks for bringing this to our attention. As you mentioned the charges are from Dropbox, have you tried using the card lookup tool to locate which account this belongs to? Did you get a ticket ID from when you contacted the support team via the site? This will help me to assist further!

Hi @"CaptTeeCee", thanks for bringing this to our attention. Just for clarification, is this an email address you entered on the site accidental? Is there a typo in the email itself, and if so, is it before or after the @ symbol? This will help me to assist further!

Just for clarification, the Dropbox mobile app is showing another email address, and that account when you login on the site has the subscription associated with it?

Thanks, this would mean that the user hasn't accepted the referral email, and then signed into the account in the Dropbox desktop application. Are you certain that they used that email when creating the Dropbox account?

Has this behavior occurred recently when viewing PowerPoint files via the Dropbox site, or have you always had this issue?

Hi @"Laqnam", could you try restoring the purchases by following these steps to see if they help?

Hi @"MikeHenderson", thanks for bringing this to our attention. Could you try right clicking the file and mark it as available offline to see if this helps? Keep me updated with any progress!

Hi @"MikVest", if you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the app, rebooting the device, and re-installing it to see if this helps?

Hi @"paulhenman", thanks for bringing this to our attention. In the current state, without the Dropbox desktop application installed, are you able to open Finder? When installing the app, do you want to enable the computer backup feature, which is shown in the screenshot? Is the Dropbox folder visible in Finder, and if so,…

Hi @"Hello Paul", thanks for bringing this to our attention. You could ask the client to create a file transfer and send the files to you that way. Depending on their plan, they could send up to 100 GB in one go. Keep me updated with any progress!

Hi @"Lewis_SL", thanks for contacting us. Sharing normal folders to other users will not add a license to your Dropbox Business team. Depending on your security settings, if a shared folder is restricted to members of your team, then invites to that folder would also be invites to join the team. If you have any further…

Hi @"KarenY", thanks for bringing this to our attention. Since it sounds like you're on a paid plan, you should be able to contact the support team directly via this page, while logged into your account. The support team will be able to assist you from there on.

Hi @"stdjmax", thanks for bringing this to our attention. According to the referrals page, what is the current status of their referral? This will help me to assist further!

Hi @"GennadyKarasev", thanks for bringing this to our attention. At the bottom of the email, is there any option to unsubscribe from these messages you're receiving? This will help me to assist further!

Hi @"NBotanicGarden", are you uploading files via the Dropbox site directly, or by moving them into the Dropbox folder on your machine?

Hi @"tntgalx10" , thanks for bringing this to our attention. Have you checked the sync issues option in the Dropbox desktop application? Do any of the files have invalid characters in the file or folder name? In the Dropbox folder, do the files have green icons, or any other icons? This will help me to assist further!

Hi @"Daleckerman", thanks for messaging the Community. Could you clarify how the app works, does it encrypt entire folders, or file? How does it hide them from Dropbox? Have you contact the developers of that app for further assistance with your query? This will help me to assist further!

No, as mentioned previously, since you received a refund, your account should already be back on a Basic plan. The screenshot only confirms the refund was related to that older transaction for that specific period, and doesn't mean that your account cannot be upgraded until 2024. You can confirm your current plan from this…

Hi @"gavineadie", have you tried rebooting your device to see if this helps with the folder still located in the CloudStorage location?

Hi @"immo", could you confirm if you enabled the Dropbox Backup for those two folders, or are they still in their default locations?

Hi @"raptor10", if a refund was processed, this means that your account was already downgraded, and is just a normal Basic free plan. You can confirm the refund from the payments page, and your payment provider as well. To return to a paid plan, a simple upgrade would need to be performed from the page you're showing. If…

Hi @"CPDev", are you able to create file requests directly from the site? Do you have any custom API apps running, branding, or team restrictions which might affect file requests?

What exactly do you see when you click the Dropbox icon in the system tray/menu bar? could you attach a screenshot showing this, while hiding any personal info?