Nancy Dropbox Community Moderator

Sorry to jump in here, @"dadamanga". Just to clarify, are you being billed directly from Dropbox? If yes, then please check your bank statement to locate your 12-digit transaction ID. Then, I’d like you to go to this page and insert the ID in the given field to see the exact email address that's linked to your charges.…

Hi @"Leigh19"! Hope you don’t mind me jump in. Can you please try Jay’s suggestion above, merely as a test? We’d just like to see if those steps will make any difference. Also, can you send me the syncing status and app version of your desktop app? You can locate the latter by hovering over the Dropbox icon in your system…

Hey @"rp12"! Are you seeing the same thing on a different browser or incognito mode?

Thanks for the screenshots and the clarification! Are you unable to access those files just from a specific device, or all linked devices in general? Can you clarify the OS of any device(s) on which you can’t access your backup files?

Hi from me too, @"ale0805"! Hope it’s OK to jump in. Can you please clarify what kind of update was it that you referred to above? Was it an automatic update of the Dropbox app, or did you take any steps on your end? I’m asking because the “My files in Dropbox” folder can be created on your desktop app due to this reason.…

Hi from me as well, Cristina! Have you also tried an advanced reinstall, by any chance?

Thanks for posting about this on the forum, @"leolaurettimusic". Besides the “Request files” option, are you seeing other Dropbox options in your context menu, like “Share”, “Send a copy” etc? Besides that, I’d like to know your OS version, as well as the syncing status and app version of your Dropbox app. Let me know, and…

Hahaha, might be! Perhaps you can give these steps a go and see if they make any difference (only if you're not on a free Basic plan with more than 3 devices currently linked): 1) Clear the cache on your Dropbox app. * Tap the hamburger icon (three horizontal lines) in the upper-left corner of the screen * Tap the gear…

Hey @"MC3B"! Your team admin will need to follow exactly the steps Rich linked above, so that your Dropbox account may be converted again to an individual one, along with your previous personal files. If you wish, you can go ahead and re-upgrade your account to a Plus plan then. If they choose to delete it instead, upon…

@"Rinconman", after restarting your device, did you follow the same steps again, and there’s no Apply button showing still? Are you seeing any other options perhaps?

Hey @"Teamownerali", sorry to jump in here. All new teams should indeed have this update enabled automatically. However, since we can’t see account info on the forum to fully understand why you’re not seeing this, I’d suggest getting in touch with our support team, so that they can investigate further and check details of…

Glad to hear the original issue has been solved, @"dvorakoa"! When it comes to the previews of your image files on the mobile app, are these files larger than 100 MB or 50 megapixels? If yes, it’s expected that they’re not previewing like the rest. As for the new syncing icons that you see, can you please go to your app…

Welcome to our Community, @"benreed"! Are you facing the same issues even after a computer reboot? Also, to clarify, did you click on the Start menu from your taskbar, went to Settings > Apps > Apps & features, and the Dropbox app doesn’t show there at all among the rest of your computer apps? If not, which Dropbox app are…

Thanks for clarifying! In this case, you’ll need to compare the two versions of files you have on Dropbox and OneDrive and manually consolidate them. Did you copy all of your OneDrive files over to Dropbox at once? I’m wondering if something happened during the transfer on your computer and interrupted the process.

Glad to hear you don’t face the same issue on another browser, @"mmpartee"! Did you check Chrome for any pending updates and also cleared its cache? Restoring your browser to its default settings and disabling any browser plugins may also help.

Thanks for confirming that! Do you have an example screenshot of what a recipient is seeing on their end perhaps? There should be an option to ignore the login prompt and continue to viewing your shared link. Also, are your recipients seeing this on their mobile browsers or even on a computer, as well?

Thanks, @"vibraphonusrex"! I’ve found your ticket and also left an internal note. I can see our team has emailed you in the meantime, as well.

Thanks for posting this on our Community, @"mmpartee"! Since you mention this is happening on your Chrome browser, I’d like you to test this behavior on a different browser as well, and let me know if anything changes. One more way you can check this is via the incognito window of your Chrome browser, as it’s free of…

@"PhilW1", are you sure you didn’t follow these steps instead to share this file with other users? It sounds like this is happening in your case. Let me know, and we’ll take it from there.

Hi everyone! Before looking into this further, can you all check this user’s solution here, and let me know if it helps any of you? This will help us isolate the issue more.

@"vibraphonusrex", feel free to send us your ticket number if you want, and we can locate your ticket in the system to leave an internal note to our support team.

@"Matt_M24", if you’re not on a free Basic account with more than 3 devices linked to Dropbox, can you completely uninstall and reinstall the Dropbox app? I’d like to see if that’ll help you in any way.

Thanks for that! Is this happening with other types of files besides PDFs? Like image files, for example?

@"pedrothehuman", can you take a look at Hannah’s post above and also provide the info she had previously asked the original user? Let me know when you’re ready.

Thanks for posting on our forum, @"Laurent N.1"! Do you mean that Apple shows a notification the file has been successfully added to your email, even though it hasn’t? Can you send me a screenshot of that notification? Can you send me one more screenshot of an example corrupted file and how it appears on your end? Finally,…

Welcome back to our Community, @"NCMonsterTree"! Hope you’re well. Can you clarify how exactly you transferred your files from OneDrive to Dropbox? What steps did you follow to do this? Let me know, and we’ll take it from there.

@"Bill_Richards", one more question; did you recently move any files from Dropbox to Google Drive by any chance, without making them available offline on Dropbox first?

Hi from me too, Alex! Can you send me one more screenshot of what you see right after clicking on the “Sign in with Dropbox” button?

Hi @"Rmorris8", sorry to jump in. Just to clarify, was the file opening in Word for the web directly previously, and now it opens a preview on www.dropbox.com instead? Feel free to send me a screenshot of what you see when clicking on the shared link of a test file, and I’ll take a look.

@"abueljebain", to change the email address of your Dropbox account, you can follow these steps.