Jay Dropbox Community Moderator

Hi @abelljms, I've removed your recent response as it was against the rules of the Community Guidelines. Regarding your query, your support options do vary according to the plan you have currently, and Dropbox team admins have access to phone support. We can only recommend that you respond to the support tickets when you…

Hi @WillyJP, thanks for messaging the Community. The Dropbox Backup feature backs up specific folders to your Dropbox account online, and shouldn't take up extra space on your machine, only on your Dropbox quota on the site. Have you marked any of the files in your Dropbox folder as online-only to free up space? This will…

Hi @RobertEHowells, the internal note in the support ticket is only visible to support agents. Regarding the files in the folder, are you able to view the files on the Dropbox site directly, instead of via Finder?

Thanks for the info. As the tickets appear to be closed, I would recommend opening a new one using the link I gave previously. This would forward the ticket automatically to the appropriate section for regaining access to the Dropbox account. Alternatively, if the billing is more important than regaining access to the…

Hi @Maureen A., thanks for contacting us! This sounds like a third party application, which requires full access to your Dropbox account. While it does sound scary, these third party apps have 3 different options on how to connect to Dropbox accounts, depending on what the developer chooses, which you can see here.…

Hi @Lgrayson773, thanks for contacting us. As @Mark suggested, is your account currently over quota? Are you able to access the normal Dropbox page with your files by navigating to this link? Any other info or screenshots would be helpful!

Hi @CaoimheMc, thanks for messaging the Community. In general, replies from the Dropbox support take around 24 hours for a response, however, if there is no reply from a user within a certain timeframe, the ticket is closed automatically. Regarding phone support, this is currently available to Dropbox team admins only. In…

Hi @jmsdkjd, thanks for your comment. This should help other users if they're experiencing the same issue with the Dropbox updater, and to install the newer version of the app.

Hi @Moerkey, thanks for contacting us. We appreciate your feedback on this matter and have informed the appropriate teams. If you have any additional comments, please let us know!

Hi @dsafety, thanks for messaging the Community! Are you moving the files to another internal drive, or to an external drive? How many files do you currently have stored in your Dropbox folder? Prior to moving the Dropbox folder, could you ensure that all other programs, apps and services that might access files in the…

Hi @Suetervs, thanks for posting! Does this occur for any email address you're trying to add, or is it only for specific people or email addresses? Are you a member of a Dropbox team, or is this a personal Dropbox account? Any other info or screenshots (while hiding any email addresses) would be helpful!

Hi @anazacco, at this point it might be better for the support team to look into this in more detail. You can contact them directly via this link, and they'll be able to investigate further.

Hi @Thinkscott1015, just checking to see if you saw our last reply. If you're still experiencing the behavior with the missing context menu items, feel free to reach out to us again. If this issue has been resolved since we last messaged you, please let us know!

Hi @Nedkelski, just checking to see if you saw our last reply. If you're still experiencing the behavior with your two Dropbox accounts and deleted files, feel free to reach out to us with the information we requested in our last post. Otherwise, if your issue has been solved, let us know what worked for you!

Hi @gareth71, just checking to see if you saw our last reply. If you're still experiencing the behavior with the Dropbox updater, feel free to reach out to us again. Otherwise, if the issue has been resolved, please let us know!

Thanks for the reply, and apologies for the delay, I was looking into the chat support you received. If you would like to contact the support team, would it be possible for me to reach out to the email associated with your forum profile? Also, if you could let me know what you're experiencing, this would help me out more…

In addition to what @Mark said, are you on a trial plan by any chance, as this could also be a reason as to why you couldn't get in contact with a live agent? Aside from those options, you are also able to contact us here on the Community, or via social media, if you require support, and we'll assist you further.

Thanks for the info. I'll leave this thread open for other users to comment in with their experiences.

Hi @scoob, thanks for posting today! As I am a moderator for the Dropbox Community, I understand that my opinion wouldn't be considered impartial, though I'll try to answer your concerns. While I wouldn't be able to compare our level of support with other cloud providers, we do offer various types of support depending on…

Hi @Amorpheum, thanks for messaging today! Could you let us know more details about exactly what errors you're experiencing, and what types of operations you're doing? Are the files marked as available offline, or online-only in your Dropbox folder? Any other info or screenshots would be helpful!

Thanks for keeping us posted, @MistSch! Enjoy the rest of your week!

Hi @gareth71, by re-installing the Dropbox desktop application from scratch, this will ensure that all parts of the app are updated to the latest version at the same time. Once that step has been completed, if the issue continues to persist, then we can look into this in more detail.

Hi @ErickR01, just checking to see if you saw our last reply. If you're still not able to cancel your Dropbox subscription, feel free to reach out to us with the information we requested in our last post. Otherwise, if your issue has been solved, let us know what worked for you!

Hi @Cool77, just checking to see if you saw our last reply. Were you able to submit the information to the support team, or contact the abuse@dropbox.com email address with the details my colleague mentioned?

Thanks for the image. These are folders that contain both available offline files, and online-only files, as seen in the sync icon article. This means that the folder itself wasn't marked as available offline in the right-click menu. If you make that selection, then the folder will download and remain available offline for…

Hi @SA25, just checking to see if you saw our last reply. If you're still experiencing the behavior with the error you're getting with the Documents folder, feel free to reach out to us with the information we requested in our last post. Otherwise, if your issue has been solved, let us know what worked for you!

HI @attarian, just checking to see if you saw our last reply. If you're still experiencing the behavior with the desktop app now loading on Windows 11, feel free to reach out to us again. If you were able to solve your issue, please let us know what worked for you!

Hi @bsiebs, thanks for messaging the Community. Just to clarify, are the sync icons fully green, or are they a white green outline? Do you know if you're using the older version of the Dropbox desktop application or the newer one that uses File Provider? Could you attach a screenshot showing the Dropbox folder and the…

Hi @jimdunn, thanks for messaging the Community. Do you have any proxy, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains? What is your current location, and when you change VPN locations, are you switching to another country entirely, or a different…

Thanks for the update. If you do find a solution in the future, please let us know here, as it might help other users who could experience the same behavior.