Megan Dropbox Community Moderator

Hey there, @HGC_25! Thank you for your patience. I have created a new ticket so we can investigate this further. To review your support requests, log into your Dropbox account and visit this link. If you scroll down, you can view all your help requests and reply to open tickets. Feel free to reply back to me as soon as…

Hi there, @lpvmc, I'd be happy to look into this with you! The first thing I would like to clarify is the location of folder "A" when you try to download it. Do you use our desktop app to access the file, or do you download file or folder "A" from your Dropbox account online? It sounds like the former, but I want to be…

Hey @Fabio L.! It sounds like you're also using our latest stable version. Is everything working as intended for you?

Hey @Giormio! I'd like to help you get to the bottom of this if you're still facing the same issue. Do you notice this behavior only with .clip files? I'd like to know if the issue remains once you set the files to online-only. To help me troubleshoot, could you please share the Dropbox app version, and its current syncing…

Hey @HGC_25! I'm checking in on ticket number 26582015. The agent replied to your message yesterday with some updates. Would you mind checking your spam/junk folder to see if it landed there?

Hi there, @chessysailor, let's jump together right into this! As a first step, could you check your account's plan page to see your exact quota, and what is using your space? Have you made sure that you don't have any shared content taking up space in your Dropbox account? What about any active backups? Let me know!

Hey there, @HGC_25! I checked your existing ticket and can confirm that an agent replied a few hours ago. Please check your inbox to see if you received Doug's next steps. You can reply directly to that email to let him know if the steps worked or if you need further troubleshooting. If you prefer, you can also share more…

Hey @RTM! Happy to see that your issue is now resolved! If you need something else, please let me know and I will be more than happy to help every step of the way. 😎

Hey @HGC_25! I definitely see where you're coming from. However, since communication switched to email, it will take a few more hours for the agent to review the case and reply. Thanks again, and let me know if you need anything else.

Hey there, @HGC_25, welcome to our Community! Regarding your active support ticket, I located it in our system and prioritized it to expedite the process for you. I can confirm that the agent received your response and will get back to you as soon as possible. Please keep in mind that our Support team's standard response…

Hey @Area51! Happy to see that your issue is now resolved! I'll be a post away if you need anything, or if you notice that the behavior reappears. 😎

Hey @TeamPhil, thanks for the screenshot! The email looks to be coming from an official Dropbox domain. This email may be a false alarm. Since you confirmed you do not have a second account linked to another email address, you can safely ignore the message. If you need something else, please let me know and I will be more…

This discussion was created from comments split from: Plans and Subscriptions FAQs.

Hey @tonydesigner! I hear where you're coming from. If you ever wish to have a closer look into this, and troubleshoot further I'll be one post away. Thanks, Tony.

Hi there, @mikekook! Thanks for your speedy response. I'm going to need some billing-specific info so I went ahead and reached out via email, in order for us to investigate further. Reply back to me, and we'll take it from there. Thanks!

Hey @mikekook, thanks for posting on the forum! To clarify, did you upgrade via the Dropbox site directly, or via the mobile app? According to your bank statement, were you charged by Dropbox, iTunes or Google Play? Do you have a transaction ID on your end? If so, can you use it in order to locate the account the charge is…

Hey there, @Yojimbo_xt! Happy to see that your issue is now resolved! 🤗 If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hey there, @Elizabeth E.7, sorry to hear about that! I was able to locate your ticket with our Support team. I am sorry for any inconvenience this has caused. It seems that the Dropbox engineers are aware of the issue and are working toward a solution. Your patience is greatly appreciated. We will update you here or via…

Hey there, @LouisDuret! Thank you for the additional screenshots and details. I appreciate all the information you've provided. Allow me to clarify first, just to ensure we are on the same page. Based on the last screenshot, it seems that the "AuctionTracker" folder is available offline, but contains some online-only…

Hey @MattV! We cannot know with certainty what happened based solely on the icon next to the file. A better indicator is the app's syncing status, which shows if progress is being made. However, it sounds like the icon merely indicated the re-indexing of file parts that synced the day before. 😊 Please let me know if you…

Hey there, @MattV, let's see what we can find about this. When you pause the Dropbox desktop app, it should resume syncing from where it left off. To help me troubleshoot, could you please share your device's exact OS, the Dropbox app version, and its current syncing status? You can find this information by hovering your…

Hi there, @MissingMyFiles, welcome to our Community! Before we move to email, there is one more thing I would like you to try to see if you can recover your folder. If you access your events page, can you locate the deletion event? Once you find it, click on it, and you should see a black "Restore" button in the top right…

Hey there, @tonydesigner! Do you have any 3rd party apps running on your computer that might be monitoring, syncing or backing up your files? If so, try shutting them down temporarily. I'd also suggest that you try creating a new OS profile on your computer and trying to install and run the Dropbox desktop app there to see…

Hey @tonydesigner, let's jump right into this! As a first step, could you confirm where your Dropbox folder is currently located on your machine? Please also let me know your device's exact OS, along with the version of the Dropbox desktop app and its syncing status. You can find this by hovering your mouse over the…

Hey @LouisDuret & @MBVIP, thanks for posting here. Let's jump right into this. The OP of this thread mentioned a couple of things in their post. Can you clarify and give me some additional info on the behavior you're experiencing in order for us to investigate further? Do you have a problem making some of your files or…

Hey there, @Fac51, thanks for posting here! I have merged your post into a similar thread where the author mentioned the same behavior. Are you also using an Android device? Our testing shows that this behavior changed recently. Regardless, I will forward your feedback to our team to help us improve. If you need anything…

Hi there, @wtbutler, welcome to our Community! When you upload files from your mobile device to Dropbox, a copy of each file is temporarily stored in the Dropbox mobile app's cache. The app uploads this copy from the cache and deletes it once the upload is successful. If your device is out of space, the Dropbox app cannot…

Hey there, @Yojimbo_xt! I just sent you an email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there. Thanks a bunch!

Hey there, @LouisDuret, let's jump right into this! As a first step, keep in mind that this article explains what the two icons mean when they appear at the same time. If you open one of these folders to check your files, do you see a mix of "available offline" and "online-only" files? Also, for folders showing both icons,…

Hey there, @curiousconundrum! Sorry to hear about that. Rest assured that I am here to help you get to the bottom of this. Would you mind clarifying your device's exact OS? Also, do you have any screenshots of the screen or error message you see when trying to uninstall the Dropbox desktop app?