Megan Dropbox Community Moderator

Hi @"FerON", let's jump right into this! I just sent you an email, in order for us to have a closer look into this. Respond back to me, and we'll take it from there. Thanks!

Hi anonymous, I just sent you an email, in order for us to have a closer look into this! Cheers!

Hi @"belorecu" & @"moske86", I'd be happy to help! Have you checked to make sure that you don't have any shared content, that might be taking place in your Dropbox account? What about any active Backups? Let me know more!

Hi @"hmaskell", sorry to jump in here! Do you have any linked devices to your old Dropbox account at the moment? Also, would it be possible to make the alias email address, into a standalone one?

Hi @"TownerLaw", sorry to hear about that! In your initial message, you mentioned that you were able to submit a request for assistance. Do you happen to have a ticket number reference, so I can locate it on my end? Also, have you tried this form, from an incognito tab on your browser, while you're signed out of any…

Hi @"YeeM", happy Wednesday! Have you followed all the available troubleshooting steps mentioned throughout this thread? Can you let me know the app version, and OS you're using? Let me know more!

Hi @"JohnWenderlich", welcome to our Community! Just to make sure I understand exactly what you're seeing, can you send me a screenshot of how it looks on your end? Also, is it possible that you changed your zoom levels on your browser? Let me know, and we'll take it from there. 

Hi @"rob_moore monthly", sorry to hear about that! Can you please send me a screenshot of the error message that you see, when you try to sign into your Dropbox account, in order for me to have visual too? Keep me posted!

Hi @"josesoaresferreira", sorry to hear about that! When you say you disconnected Dropbox, do you mean that you uninstalled the app? Did you use our Computer backup feature, by any chance? Also, if I were you, I'd check both deleted files page, and events page for any missing content. Let me know what you find there.

Hi @"Bdenio", I hope you're doing well! Could you send me a couple of screenshots, showing how some example files are previewed for you? It'll help me with the visual too. Let me know!

Hi @"PTB_9", welcome to our Community! Have you enabled your screenshots to be saved to Dropbox automatically, as mentioned here? What is the version of the app that you have installed on your device? Let me know more, and we'll take it from there. 

Hi @"spacefield", do you see any error messages when you try to sign into your Dropbox account? I am asking, because usually Dropbox deletes inactive accounts, and you mentioned that the last time you accessed the account was back in 2017. If there's no activity on your Dropbox account for an extended period of time, we…

Hi @"Mace68", out of curiosity, have you tried a different browser to calculate the size of the folder within your Vault? If so, does it display the same message? 

Hi @"Alsaboori", can you send me a screenshot, please? Also, have you gotten any emails confirming the upgrade? 

Hi @"JohnGoodwillie", welcome to our Community! Is it possible that your app is linked on a different Dropbox account, using a different email address, than the one you received the email to? Keep me posted, and we'll take it from there. 

Hey @"weesie46", no problem! If you need anything else, I'll be one post away!

Hi @"danielstarrason", it depends on the format they use. Usually, Mac OS extended drives use the Mac format HFS+, isn't that the case for your drives? 

Hi @"Hueme", let's jump right into this! In regards to your trash, can you let me know if you get any errors? Also, are you trying to empty your trash from Dropbox related files? As for your app, can you let me know more, since I am not sure I understood the precise issue? Is the app stuck syncing content? If so, what is…

Hi @"TS83", I'd be happy to answer this one for you! In regards to your first answer, the short answer is yes, your files will be safe. Here is a relevant Help Center article, that might help you. Now in regards to your second question: if you're using our desktop app, you'd need enough hard drive space, in order to move…

Hey @"weesie46", if the account was downgraded, upgrading it through our plans page was the best way to go about it. It sounds like everything is back on track now, right? 

Hi @"blotti", I just sent you an email. I'll see you there. Cheers!

Hi @"Alsaboori", welcome to our Community! Do you also get an error, when you try to restore your purchase, as the OP of the thread mentioned? Can you send me a screenshot? Keep me posted, and we'll take it from there!

Hi @"natangberuq", if you don’t mind, I’d like to open a ticket and see what’s happening. Let me know if that’s OK, and I’ll get things started for you!

Hi @"BB27", as you understand, and for security reasons we can't publicly share your email here. Also, you should be able to submit a request, using this page: https://www.dropbox.com/support/billing-issues from an incognito tab on your browser, without signing into your account, just by providing the necessary billing…

Hi @"danielstarrason", sorry to jump in here! Just keep in mind that this feature only supports external drives with filesystem type APFS or HFS+ for Macs. There's no chance the drives are formatted differently, right? Also, can you check for a .dbxignore and .dropbox.device, which are in the root folder of your external…

Hi anonymous, have you tried turning off the feature, and turning it back on? 

Hey guys, I hope you're doing well! Would it be okay for me to reach out via email, in order to have a closer look into this? Let me know! 

Hi @"M_Louis", how are you today? I would suggest that you either pause sync/or quit our app temporarily, when working on those files. Once you're done with your edits, you can resume. With another third-party app closely linked to your Dropbox folder, it would make sense to have this inconsistency. Let me know if you need…

Hi @"Sawyer1971", is it possible that you have two Dropbox accounts, and that you opened a new account by mistake? 

Hi @"cwsteini", sorry to hear about that! You mentioned that you've reached out to our Support about this. Can you send me your ticket number, so I can locate it on our system too? Keep me posted!