Jay Dropbox Community Moderator

Hi @"LRicci", have you tried these steps to access the Preferences in the Dropbox desktop application via the menu bar?

Thanks, I've sent you an email, please could you reply to it as soon as possible!

Hi @"jmcgraw1409", thanks for bringing this to our attention. Could you confirm the version of iOS you're running, and the Dropbox app version? This will help me to assist further!

If you reinstalled the app, it depends on how the app is processing the change. It could be moving files from the old folder to the new Dropbox folder, and then would delete the old folder. Another possibility, is that it created a new folder entirely and is downloading the files from the Dropbox site directly. Which…

No worries, glad to have helped out! If you need any further assistance in the future, please let me know. Enjoy the rest of your week!

Hi @"dmth", thanks for bringing this to our attention. It sounds like your Dropbox Business team was switching to the new structure, which has been mentioned in this thread. Once the change was complete, it should index the files in the new location, which can take some time, and then syncing to continue as normal. Keep me…

Hi @"pierreluc", in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Hi @"simbashen", have you completed the Get Started steps on your account? Could you try waiting 24 hours to see if the quota will get added to your account later?

Hi @"dsanchezj93", is it possible that this user is on a Dropbox Business team? There is an option for team admins to prevent external shared folders from being added to their accounts.

Thanks for the info. Could you try to ask them to copy and paste the link directly into the browser to see if they get the option to download the files via the browser?

Hi @"bonn88", once you get a ticket ID from the automated email response, please let us know!

Which browser are they using to open the link? Could they try using a different browser to see if there is a different behavior in how the link opens when it is copied and pasted there directly?

Hi @"TreeHugger33", could you attach a screenshot showing the exact prompt that appears when users open a normal shared link on their devices, while hiding any personal info? If they scroll down the page, does it give an option to open the link within the browser?

Hi @"fady" Rizk, 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 logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

As the ticket is with a specialist team, you'd need to reply to their email directly for further assistance on this matter. They'll be able to respond via email with more information.

Hi @"StrawberryR", when you select the file request directly, you can change the naming convention to change the order of the name.

Hi @"cherylmartin10", if you're been paying for a Dropbox account, can you locate the account on the card lookup page? Was the according to your bank statement from Dropbox, iTunes, or Google Play? This will help me to assist further!

Hi @"kurtbaud", the puzzle piece means it's part of an API connecting to a specific app (most likely Yodeck). Due to this, you can't share the App or Yodeck folder, or any subfolders, to any user since only the app in question can access that entire folder structure.

Hi @"nm_14", do you have enough free space on your phone for the uploads to complete successfully? Have you tried clearing the Dropbox mobile app cache?

Hi @"arana", you can see successful login attempts on your security page for browser logins, which will also include an approximate location based on the IP address. Do you use any VPN software or proxy, which could be changing your location, or clearing the cache / using incognito mode on your browser?

Hi @"LRicci", thanks for bringing this to our attention. Are you referring to the menu bar at the top of the screen? Is the Dropbox desktop application currently running? This will help me to assist further!

Thanks for the information. It wouldn't be possible for personal accounts, since ownership of a shared folder indicates that they own all files within the folder. As personal accounts are separate from one another, multiple owners cannot exist. In a Dropbox Business team, multiple team admins can technically access and own…

Hi @"wwangsa", thanks for bringing this to our attention. Have you tried following the steps on this page to login to Dropbox using SSO? Has your team admin provided any specific information on how to login, as it can vary between organizations? Keep me updated with any progress.

Do you have a folder with the same name as the shared folder (without the conflict suffix)? Is only one of them shared, and if so, which one? Which folder contains the correct information you need?

If you heard a sound when deleting files, then you may have deleted files from your Mac directly, since the Dropbox site doesn't do any sound when deleting. If the file was synced to Dropbox, you might be able to recover it from the deleted files page.

If your Dropbox desktop application is signed into the incorrect account, you can sign out of it by following these steps. Once signed out, you can sign into the correct account for the files to sync.

Hi @"jpeterka", for your encryption questions, this article should help. Two-factor authentication is offered for all plans on Dropbox. Regarding government surveillance, this article and the links there might help. If a Dropbox account hasn't been accessed for 12 months, then it would be marked as inactive and then the…

Hi @"StefMat", in order to be certain you're experiencing the same issue, could you copy and paste the error log in the blue text link from when you attempt to load the Dropbox desktop application?

It's possible there could be an issue with the SMS provider or the sending of the code itself. Just to clarify, does this mean you don't have the backup code generated at the time you set up the two-step verification?

Hi @"Cajun12345", thanks for bringing this to our attention. If you Ctrl-click the icon, does it come up with the context menu to access Preferences and other options? This will help me to assist further!