Nancy Dropbox Community Moderator

I'm really happy to hear everything's working now, Ian! If you need something else, we'll be right here. Cheers.

Thanks for the screenshots! It’s possible that you were in touch with our sales team instead, and not our technical department. The offer that’s showing on your second screenshot, are you able to see it again, if you try to upgrade your Dropbox account, or are you just seeing the normal billing page with the £95.88…

Hi @"jillspen". Can you please send me a screenshot of what you see here? How much data did you approximately delete from your Dropbox account? Also, where did you see exactly that deleting files from your Dropbox account doesn’t free up space? Thanks!

Hi from me as well, Ian! As a test, can you please try to create a shared link for another folder on your Dropbox account? After that, I’d like you to open an incognito window on your current browser, and open the shared link there. If you’re still receiving the same error message, please upload a screenshot of what you…

Hi @"JWMS"! I hope you're doing great. What if you click on the "Open" button, as shown in your last screenshot? Do you see anything else then in your computer's system tray? Also, when looking at your system tray (at the bottom part of your computer, close to clock settings), do you see any small arrows? If yes, please…

Hey @"GabrielT"! Just to clarify, did you open the Dropbox Passwords extension on the device you first set it up on, and there’s no prompt to verify your new device there? What about the recovery words Dropbox sent you, when setting up Passwords? Do you happen to have them, by any chance?

Hi @"Jill B.16"! I hope you’re doing well, and I’m sorry to hear this. Please feel free to forward any screenshots you may have in this thread (just make sure none of them contains any personal info of yours). I’d also like you to send me the ticket number from your convo with our support team, so that I can go through it,…

Hey @"Iselin Vatle "! I just opened a ticket for you. Please reply back to me, when possible, and we’ll check this further.

Hey Sally! Glad you were able to sort this out. When enabling external drive backup, your files will only show here on Dropbox, besides your USB. Can you clarify what you mean though when saying that something doesn’t appear among your files, even though you have it open in another window? Do you mean that you saved a file…

Hi from me as well, @"Carol G.1"! Can you please go to this page, and send me a full screenshot of what you see there? I’d like to have a visual of what you see, if you don’t mind, and guide you further. You can upload your screenshot here by clicking on the small camera icon above your message box, right before you post…

Hey @"EJ27"! I’d still suggest you check your email’s spam folder first, as there’s a chance the code is there indeed. If this doesn’t work out, please also add no-reply@dropbox.com to your email contacts, and try to resend the code. Besides that, you can check for any linked devices, as the 6-digit code may have been sent…

Hi @"CoreyK95"! Hope you’re doing well. I was about to log a ticket for you, but I can see you already have one open with our support team. In this case, I’d kindly ask you to reply back in the same email thread, so that they can further assist. I’ve also left them an internal message with all the info you sent us here, so…

Hi @"jjavier"! Let’s have a look. First of all, can you please send me any ticket numbers you may have, in order to locate them in our system? Since you’ve checked a few things already, I understand you’ve also looked into the spam folder and the email isn’t there either. Has this email address received any Dropbox emails…

Hey @"jillmann", I hope you’re doing well. Can you send over a screenshot of the error you keep receiving? When did you start facing this issue? Also, have you tried clearing the Dropbox app’s cache, and reinstalling it on your device? It may help in some cases.

If the desktop app isn’t running on your computer, then you won’t see the Dropbox icon in your system tray/menu bar, like Rich mentioned above, as well. This means that the Dropbox app isn't syncing to our servers and your web account/linked devices. Besides that, if the Dropbox app is running and there are still syncing…

Thanks for the extra info, Tony. Out of curiosity, is your wife seeing the exact same thing now on her end, as well? If she visits www.dropbox.com, is she also unable to see the recent versions of this Excel file?

Thanks Yichen! I just logged a new ticket for you. Please reply back to me, when you get the chance, and we’ll have a look.

Hey @"Yichenw"! Just a clarification, would you like to be refunded for a Dropbox subscription, or for a Dropbox Sign plan instead? Which one of the two do you see next to your charges in your bank statement?

That is the latest stable app version, indeed. As for your hard drive space, do you mind telling us perhaps how much available space you have on your Mac computer at the moment? It may help clear up the situation a bit, and see what else could be happening.

@"BIGNATE196", it may be a long shot, but have you restarted your computer? Also, do you have any antivirus/firewall programs running on your device? If yes, I’d like you to disable them temporarily, reinstall the Dropbox app again, and let me know if you see any difference.

Hey @"bazdrop"! Hope you’re doing good. Please note that the mobile app doesn’t sync to Dropbox like the desktop one does; it’s merely a reflection of what you see on www.dropbox.com. Can you please log in to www.dropbox.com with the credentials of your Business account, and let me know if you can see all of your files…

Hi from me as well, @"Vishwas Gagrani", and I’m sorry to hear about the overall situation. As Megan mentioned above, we’ve already left an internal note to our advanced team about your case. Since we don’t have any account visibility here, there’s not much more we can offer, so I’d definitely suggest that you continue…

Hi from me too, @"MaryD1"! Out of curiosity, do you have any devices that may still be linked to the Dropbox account in question (by having installed the desktop/mobile app)? If yes, it may be worth checking the Notifications section, as the 6-digit code may have been sent there, as well. If this doesn’t work, and it’s not…

Alright; let’s take a look. As per the first part, please feel free to check the last user’s reply here, and see if you can locate your local Dropbox folder after that. Regarding the shared folders that you mention, they will take up space indeed from your Dropbox account, if you choose to add them and make edits. However,…

@"Mizael Cantu", out of curiosity, do you have any devices that are still linked to this Dropbox account (via a desktop/mobile app)? If yes, please double check whether the 6-digit code has been sent as a notification there. Let me know what you find.

Hey @"FRACTALS"! Hope you’re doing well. Were there any updates on the third-party app that you’re using to open this type of files, right before this issue started? Is the file in question locally synced to your desktop app? Does it show a green checkmark, when you open your Finder > Dropbox folder?

Hey @"youmailtocarlos"! When possible, please check your email address, and reply back to my message. Cheers.

Thanks for posting on our forum, @"Paul K.52". How long has it been since you removed those folders via selective sync on your desktop app? Does Dropbox seem to be making any progress at all, or is the app totally stuck? Can you let me know the current syncing status of your app, as well as its app version? Finally, can…

Hi from me too, @"meredith616"! If you open your previous ticket, do you see any option to reply back and re-open it perhaps? If yes, then you should automatically receive a new ticket number, that you can forward to us. In case you’re still having trouble though, let me know.

Hey @"bkaminski"! Did you also add no-reply@dropbox.com to your email contacts, before trying to reset your Dropbox password again? How many users are having a similar issue, at the moment?