Jay Dropbox Community Moderator

Hi @"Yuki5", thanks for joining the Community! Essentially, when you join a Family plan, you get a Plus account with all the additional features it includes, and an unlimited number of device connections. The only difference to a normal Plus plan is that the quota is shared among the whole family group, and that you get a…

Hi @"robinwn", could you confirm the version of the Dropbox desktop application you're running? You can do this by hovering your mouse over the Dropbox icon in the system tray or menu bar. Also, try quitting the Dropbox desktop application and try searching for the files again in Finder.

Hi @"Tek Nomad", since Dropbox is primarily a syncing service, and changes made in the Dropbox folder will sync to the Dropbox site, and the same is true when changes are made to the site. This means that deleting files from the site would delete the file from the Dropbox folder on all connected devices. This isn't…

Hi @"Hanton", instead of that location, try clicking 'All files' above that folder, then selecting the folder on the right to get the option to delete the folder.

Hi @"sjagannath28", it isn't possible to transfer the subscription to another Dropbox account. As my colleague suggested, you can try changing the emails by using a third email you own as a placeholder to temporarily free up your personal email, to then switch over the accounts.

Hi @"grow land", you can follow these steps in order to cancel a plan via Google Play.

Hi @"timbr", there is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains. Have you tried using a different network, ISP or using cellular data to see if the file previews?

Hi @"Shauna Sanheim", thanks for contacting us. Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions. Is there anything you require assistance with that we could provide info on the community?

Hi @"darobone", 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 logging into your account, clicking this support link, scrolling down to 'Submit a help…

Hi @"hpquestion", thanks for posting today. We'd recommend activating the offer as soon as possible, in case the original pre-installed version of Dropbox on your device is removed or deleted, which would prevent the offer from being activated. Once a year has passed, all the promotional quota would expire, so all 100 GB…

Hi @"davidxtaylor", to disable the external drive backup you need to delete the external drive from the Dropbox site directly. This won't affect the files in the external drive itself, and will prevent it from being synced again.

Hi @"Ronins", when did you first start using Word to edit files on the app? In general, tablets larger than 10 inches require a Microsoft 365 subscription in order to edit files. 

Thanks for the info, I can see that an agent has already assisted you on this matter.

Hi @"wendy_mugridge", is it possible that the folder or file names have invalid characters on them? This could prevent them from syncing to your Mac.

Hi @"Confusedashell", how long ago were the files deleted from your account? Do they appear at all on the events page?

Thanks for the info, @"SNANA51832", this is related to the computer backup feature. Could you check if the old computer has been removed from the list of devices on this page?

Hi @"BRM-SC", 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 logging into your current account, clicking this support link, scrolling down to 'Submit a help…

Hi @"Kenii T", thanks for bringing this to our attention. Could you try switching browsers to see if this helps? Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely. Keep me updated with any progress!

Hi @"mpasch", thanks for bringing this to our attention. When you reinstalled the Dropbox desktop application, did you perform an advanced re-installation using these steps? Keep me updated with any details!

The icon in Explorer indicates the Dropbox folder is on the machine, however, with the lack of icons, it could mean the app itself isn't running or syncing. Are you able to locate the icon in the system tray?

The file should be visible in Finder, so you can delete it from there. If you're not able to do so, please let me know more details on what you're experiencing.

I'd recommend getting in contact with Microsoft for further support, since it appears you're unable to switch out of S Mode. This would be the reason why you're not able to install the Dropbox desktop application since upgrading to Windows 11.

The link I provided should give you the download to install the Dropbox desktop application. Have you disabled installations from outside the Microsoft store?

Hi @"ajborson", are you able to download and install the full Dropbox desktop application from this link?

In the screenshots, I don't see any Dropbox icon, nor are there any sync icons on the files. Is the app running in the background in the system tray? Try reinstalling the app, without uninstalling it first, from this link.

Hi @"KWWater", thanks for bringing this to our attention. Could you provide more information about what you're experiencing? What file type are you trying to preview? Are these photos only within the Dropbox folder? Are you on a paid plan and using Smart Sync? Any other info or screenshots would be helpful!

Hi @"Maddogg", are you referring to the external drive backup feature, or something else? Could you clarify what you mean when file are downloading to your machine? 

Hi @"AROS_NL", I've sent you an email, please could you reply to it as soon as possible!

Thanks, I've sent you an email to your address. Please reply when you get a chance to do so!

Hi @"jaymeetee", thanks for bringing this to our attention. It looks like you’re running the beta version of the Dropbox desktop application. To install our latest stable version, visit this page and switch ‘Early releases’ to Off. Afterwards, re-download the app from here. Keep me updated with any progress!