Megan Dropbox Community Moderator

Hey @"captainjatinderkaur", let's jump right into this! Is it possible that you're paying for a different Dropbox account than the one you mainly use? Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge? Let me know more.

Hi @"sscotti1", sorry to hear about that! Can you clarify the OS you're using on your Mac, please? Also, did you notice the number decreasing there at all, or not? Keep me posted, and we'll take it from there! 

Hey @"TW90", let's jump right into this! Does this error message happen only with your .json files? Can you try to clear your cache, and also use an incognito tab on your browser, and then try again? If you get the same error message, feel free to attach it here, in order for us to have a visual too. Keep me posted! 

Hey @"Gazzza", let's jump right into this! Do you notice this with all of your Excel files, or a particular one? If you access the app's settings, you should be able to clear the cache there. Can you give it a go? If you have any screenshots, feel free to attach them back here to me. Thanks a bunch! 

Hi @"tedi", let's jump right into this! Based on the situation that you described, we don't know if the files were ever synced to Dropbox, or if you even use our desktop app, since you don't mention them being there. The best approach would be for you to check your deleted files page in Dropbox, and also your events page,…

Hey @"Ollie002", can you respond back to me, with some screenshots of what you see online, and then with some what Chloe can see online too? 

Hey @"Mike P.58", I've removed your link in order to avoid high traffic, since we're on a public forum. Can you try to attach it back here, using the little camera-like icon when you try to respond? 

Hey @"Marcos12", I hope you're doing well! Would you be able to share some additional info with us, and tell us what exactly is happening and the steps you've followed so far? Let us know more, in regards to the device's OS, syncing status, and version of the app that you're using. Also, when did this start happening? Keep…

Hi @"edwardsmay", let's jump right into this! Other than what @"Mark" already suggested, what you can also do is reach out to our Support, and check if they can provide you with a refund for your charge. I can't promise that this will be possible, but if they can do that, then you should be able to re-upgrade the account…

Hi @"SVG2", wishing you a great Monday ahead! Did you manage to contact our Support team? If so, feel free to share the ticket number reference with me, in order to locate it on our system. Keep me posted! 

Awesome news @"reynolds_bec"! Thanks for letting us know. We'll be one post away, in case you need anything else!

Hi @"Dive-Dive-Dive", can you try one last step for me, please? I'd like for you to open the photos library, and copy the image there. Then try to paste it in Paper. To copy the photo, you can tab the "..." for the image when previewing it, or when looking at the overview, you can long press, and copy from there. 

Hey @"Sungjin Kim", have you tried using our self-serve look-up tool, in order to locate where the other charge is coming from? Maybe there's a chance that you have two Dropbox accounts. 

I just sent you an email @"ericverploeg"! I'll see you there!

Hi @"ericverploeg", I hope you're doing well! Can I send you an email in order for us to have a closer look into this? Keep me posted!

Hey @"jchunat", welcome to our Community! Glad to see that you got everything back on track, even without my help. If you need anything else, we'll be one post away! 

Hi @"emmabean", thanks for letting me know! I've passed my comments to the relevant ticket, for the agent to find. Hang tight, and they should respond back to you soon. If you need anything else, I'm here. 

Awesome news @"Ana Cris"! I'm glad everything is back on track, if you need anything else, we're always here for you! 😎

Can you send me your ticket number reference, so I can locate it on our system @"emmabean"?

Hi @"jannegue", let's jump right into this! In regards to your account access in the app, we'd need to check your security page online, to see how many active devices you have there. If you're on a Basic plan, with more than 3 devices connected already, this might be the issue. As for the browser, can you try to clear your…

Hey everyone, thanks for your collaboration, and also bringing this to our attention! Our Team is aware of this, and will provide a further update, and some insights on this soon. Hang tight, thank you again! 

Hi @"Ana Cris", welcome to our Community! In regards to the shared folder that you can't locate in your Dropbox account, have you also checked your emails? You should be getting a notification to join the folder that way. Have you made sure the sender of the folder is using the same email address, as the one you're using…

Hi @"emmabean", are you signed into the same email as your Google account? If you have any screenshots of the error, feel free to attach them back here, however make sure that your personal info isn't displayed.

Is it safe to assume that you're all set with this now @"ashmtl"? 😊

I'm happy to have helped, let us know if you need anything else @"Trevhscott"! 😊

Hey @"evo17", thanks for your speedy response! If you hover your mouse over the Dropbox icon, instead of clicking on it, do you get the same syncing message? Also, what happens if you click on your avatar, on the top right part, and then "View sync issues"? 

Awesome, thanks for your speedy response @"sharsprague"! Is it possible that you're syncing locally more than 300K files, which is the soft limit of the desktop app? Do you use selective sync for any of your folders? Also, have you excluded the possibility of your ISP, antivirus or firewall being the culprit of this?

Thanks for letting us know more about this @"SD6"! If you need anything else, we'll be one post away! 

Hi @"Trevhscott", on your Files tab, there should be a rectangle box, on the top right part, right below Scan (or it could be two stacked little boxes, depending on how you choose to preview your files at the moment) that allows you to change the way your files preview. Have you tried that? 

Hi @"emmabean", and have you confirmed with your Business that you also use a Google paid plan- Google Workspace, since this is a requirement to open these files? Also, @"reynolds_bec", we'd definitely love an update on this, thank you!