Megan Dropbox Community Moderator

Hey there, @"KeithOP" let's see what we can find about this together! Is the app installed on your device as we speak, or do you consider installing it for the first time, and you need to know the best approach? Now, keep in mind that upon the initial installation and set-up process, you should see the "How you want your…

Hey @"Stefania Fornelli", thanks for the info! Have any of the payments you made gone through? Can you confirm that you can see Dropbox on your bank statements? If so, then I suggest you try our self-served look up tool to see if you can find the email address that's linked to your Dropbox Plus subscription. I'm…

Hey @"weaselenterprises", thanks for the added info! Since you don't see the option to add the folder back to your account, is it possible that you never removed it? It looks like this is the case here. If you wish to remove the folder along with its files permanently from each member's account including yours, can you try…

Hi @"KSCPA301"! Based on the app version that you're using (233.3.4791) it seems you have the beta version installed instead of the stable one. That could be the culprit there. Can you try to uninstall Dropbox from your computer using these steps? Once you do this, please access your account settings online and then toggle…

Hey @"NoteWriter", thanks for the heads up! I was also going to suggest that you try signing out of the app and then sign back in. You can follow these steps in order to achieve that. Uninstalling the app isn't necessary for the time being, but if you want to go for it you can always see the steps here. Let me know if this…

Hi @"kapitonkat", I'd be happy to help with this! Sorry for the lengthy reply, I just want to make sure I include everything. If I understand correctly, it sounds like you're having trouble since the desktop app won't sync your content, right? If not, feel free to correct me. Provided that's the case then bear in mind that…

Hey @"jhurtado", thanks for the heads up! I definitely see where you're coming from, and how important that is to you. I deeply appreciate your patience while our team is working to resolve this. I've left an internal note for the agent working on your case. Hang tight, and they'll get back to you as soon as possible.…

This idea has been closed out after a period of inactivity. We appreciate you sharing it with us, and you’re always welcome to submit more ideas in the future.

Hey @"NoteWriter", let's jump right into this! How long has the app been like that? Did you make sure that this is not caused by a security software on your computer or your network settings? Do you have any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following…

Hey @"KSCPA301", let me jump in here! My goal here is to gather as much info as possible in order to then help you. Can you check Nancy's reply here, and share the necessary info with us? That'll give me an insight in order to troubleshoot further, and hopefully locate the issue that could be causing this. You can always…

Hey @"andreascarlsson"! Happy to see that your issue is now resolved! If you need anything else, we'll be one post away, thanks! 😇

Hey @"fgpash", welcome to our Community! Viewer info is not retroactive. After upgrading, you will only be able to see viewer info from the point of upgrade onward. Previous viewer activity before the upgrade will not be available. If you need something else, please let me know and I will be more than happy to help every…

Hi @"BentHolm", let's jump right into this! Do you use Excel online to preview your files? If so, then it might be worth pointing out that Excel online doesn't support Macros. If you're using the desktop app when this happens, feel free to have a closer look at this relevant thread too. Let me know more, and we'll take it…

Hey @"andreascarlsson", thanks for your speedy reply! Have you made sure that your folders are selected when visiting your selective sync preferences? Based on what you described it sounds like you're referring to a different feature -similar to selective sync- that helps you save hard drive space. If you need to see how…

Hi there, @"mmaslowicz" welcome to our Community! Does this behavior remain the same with other .mp4 files, or just this specific one? If you try to preview the file, do you have any issues? I'd also suggest that you clear the cache on your mobile app. You can find this by accessing the Dropbox app, then click on your…

Hey @"weaselenterprises", let's jump right into this! Keep in mind that owners of shared folders have the option to permanently delete a shared folder, or simply unshare it. Both of these actions have an effect on the people who have access to the shared content. With that in mind, since you mentioned that the shared…

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

Hey there, @"Stefania Fornelli", let's jump right into this! It sounds like you're having trouble when trying to upgrade your account to our Plus plan. Can you clarify if you're using this page to purchase your plan, and the steps you follow when trying to upgrade your account? I know it might sound trivial, but have you…

Hi there, @"andreascarlsson" let's jump right into this! I'd like for us to check two things. The first one is the app's current syncing status in order to make sure it's up-to-date. Can you check by hovering your mouse over the little Dropbox icon in your menu bar, next to your WiFi? The second thing that came to mind is…

Hey @"pheyblom"! Thank you for your patience here. I just sent you an email, so that we can have a closer look into this. Reply back to me, and we'll take it from there. Thanks!

Hey @"obsidianspider"! No worries. I went ahead and sent a brand-new email. Please reply back to me as soon as possible, in order for me to go ahead and escalate your ticket to our specialized team. Thanks!

Hey @"EvermoreUW"! Can you also try out these steps in order to resolve the issue? If it doesn't work, don't hesitate to let me know. Thank you!

Hi @"brasas_silverio", sorry to hear about that. In any case I'll be more than happy to have a closer look, and see what might have caused that. Is it okay if I reach out to you via email, in order to investigate further? Let me know more!

Hey @"AShimada1"! You don't necessarily need to uninstall the app first. You can simply reinstall using the link I provided. If this doesn't work, and if you still don't see the relevant icon I'd suggest that you add an example file inside your Dropbox folder, and check if it syncs to your account online. 

I just sent you the email @"kulath"! Reply back to me, and we'll take it from there. Thanks! 

Hey @"AShimada1", thanks for all the updates! It's a bit odd that you don't have this little Dropbox icon in your taskbar. Can you try reinstalling the latest version of our app using one of the links here? With that being said, here are the steps you can follow if you need to prioritize the syncing process of a file or…

Hey @"kulath1", thanks for letting us know about that! I was able to successfully unban your account. I sincerely apologize for that, it seems it was a Community moderator error that we managed to fix. As for your problem that still persists, I'd be happy to create an email on my end for you. Just let me know which…

Hi @"sc0ttkclark"! Is it safe to assume that everything is back on track, and that the desktop app is up-to-date now? 🧐

Hey @"70CamaroRs1", thanks for the heads up! 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 @"Hsciortino", thanks for posting here! The confirmation prompt 'Are you sure you want to permanently delete this share file for everyone' is a built-in safety feature in Dropbox to help prevent accidental deletions. While these warnings should be dismissed if you check the 'Don't show me this again' option, there is…