Megan Dropbox Community Moderator

Hey there, @"WIRL"! Give me some time to look into this, and I'll get back to you as soon as I have more info. Thank you so much, your patience is appreciated!

Hey @"pdrac"! I can send you an email, in order for us to investigate further. Please reply back to me, and we'll see if there's anything that we can do about this. See you there, thanks! 

Hi there, @"WIRL", sorry to hear you're having issues with changing your email address of your Dropbox account. As a first step, have you verified your current email address before changing the email? Could there be another Dropbox account already associated with your new email address? Lastly, can you try clearing your…

Hey @"Maray7611"! Just following up to check if you had a chance to review our last message. If you still need assistance, feel free to get back to me with the details requested. If the issue is resolved, we'd love to know what worked out for you.

Hey @"unhappyop"! Quick check-in to see if you caught our last reply. Do you need more help? If yes, then I'm happy to assist. If everything is sorted, we'd love to hear what fixed it. 

Hey @"johnrob"! Just popping in to see if you've had a chance to look at our last message. Still need help? We're all ears! If the issue is sorted, let us know what worked out for you.

Hey there, @"K14M", let's jump right into this! Can you please let me know how long this has been happening for? Could you also confirm that you've already tried another browser, clearing your cache or an incognito window and you're still noticing the same behavior? I’d also suggest that you make sure your browser is…

Hey there, @"MackeyIV", welcome to our Community! I completely understand where you're coming from, so let's see what we can find out. Would you mind sending over a screenshot of your plan page, in order for me to have a visual of what it reports there? How large is the shared folder that you're trying to add to your…

Hi there, @"ZhengTzerDev"​, let's jump right into this! Can you please let me know how long this has been happening for? Also, just to clarify, is this affecting all of your Dropbox Paper docs, some or just one? Keep me posted! 

Hi there, @"pdrac", welcome to our Community! One of the reasons a referral might appear as ineligible on the Dropbox site is because the user attempted to activate the referral from the same network as yours. Could this be the case? You can also check this section of Help Center for more info and this FAQ right here. Can…

Hey there, @"threshold007"! Following up to confirm whether your issue is resolved or if further support is needed. We're here to help either way.

Hey there, @"dardar4"! I went ahead and reached out via 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 @"YankeeJim"! Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, feel free to share what did the trick.

Hey @"Andywinter"! Just popping in to see if you've had a chance to look at our last message. Still need help? We're all ears! If the issue is sorted, let us know what worked out for you.

Hey @"DebbiePinard"! Happy to hear -or read in our case- that everything is working as expected on your end. Keep an eye out, and don't hesitate to let me know if you need anything else. Thank you! Have a lovely weekend ahead,enjoy.

Hey @"dardar4"! Do you have any security programs like an antivirus, VPN, firewall, etc. that might be causing issues with the Dropbox app? If so, can you please disable them temporarily, to see if it helps? Lastly, if nothing else works, can you please perform an advanced reinstall using these steps? 

Hey @"carl-trd", thanks for checking! Does this happen for all your audio files? How large are these files, and what is their type? If you have any screenshots that you can send us, they're more than welcome in order for us to have a visual too. 

Hey @"mcresswell"! You can try to contact Dropbox Support directly for this. If you open an incognito or private window, where you aren't logged into any Dropbox account, you can submit a ticket via this support page. Once you've sent your request, feel free to send me the ticket number, in order for me to locate it on my…

Hey @"DebbiePinard", thank you for all the additional details! There isn't a way for you to force the syncing process if the issue is related to your colleague's device. Based on everything that I can see here, it seems like your desktop app is updating to your account online. The pictures that you see when visiting the…

Hey @"lpvmc", thanks for the added info! Could you kindly send us a couple of screenshots of these folders as they appear on your device, and online? Have you tried manually replacing the empty folders, and swapping them with the actual ones that have your content in them? 

Hi there, @"mcresswell", welcome to our Community! Your Support options are related to the subscription you're using. You can see more about that here. Did you initially upgrade directly through our website or perhaps through the Dropbox mobile app (billed through iTunes/Google Play)? Is it possible that you have any other…

Hey @"mwhitby1"! Are you running any apps that could interact with the Dropbox folder in some way, that could affect the app? Did you install it with admin privileges on your machine in the first place? Also, did you try to update the Dropbox desktop application manually using this link? Lastly, this could be related to an…

This idea has been closed due to inactivity. Thank you for your suggestion, and if you have another idea to share, please do! 

Hey @"Laura L.3"! Can you try out the steps that @"Rich" suggested, and let me know if you're able to export a copy then?

Hi there, @"DebbiePinard", let's jump right into this! Please keep in mind that computers sync directly with the Dropbox website, not with each other. I'm mentioning this because in order to find where the problem lies, we need to start checking each computer you use to access Dropbox. Based on the screenshots you…

Hey there, @"sonatine73", thanks for letting us know about this. Does this happen on a specific project, or all of them? Is this the first time this is happening? Can you please ask your client to try and clear their browser's cache and/or try another browser and let you know if they get the same results? If I were you,…

Hey @"LucyGebhart23", thanks for the added info! Happy to see that everything is back on track. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hi there, @"carl-trd", welcome to our Community! As a first step, I recommend checking that your file meets those requirements. With that being said, can you use an entirely different browser, or incognito tab in order to see if the behavior remains the same there? While you're at it, please make sure you clear the cache…

Hi there, @"milaaaa", let's see what we can find about this together! I just tested this on my end, and it looks like the feature worked the way it was intended to. However, keep in mind that when it came to replacing the "-" with a blank space, I actually had to press space on the "Replace with" window. Is it safe to…

Hi there, @"RM02", sorry to hear about this. It sounds like sharing was paused on your account, but let's see what we can find about this together. Have you already checked this article to see if any of the files you're trying to share, or have already shared breaches the Terms of Service? Also please also take a look here…