Nancy Dropbox Community Moderator

I’m really sorry to hear this, @"Ewamscion". Before opening your Word document on your phone to edit it, did you check www.dropbox.com and/or your desktop app and everything was looking up to date there? Did anything at all happen, when you started editing on your mobile device, that could have affected this? Have you also…

Hi from me as well, @"ericrose"! Have you tried to completely uninstall the Dropbox app from your computer first? If not, please try this, and then install it once again on your device. If that doesn’t work either, I’d like you to send over a screenshot of what you see exactly on your screen. Thanks.

@"Graeme T.1", I had a look into our system and I can see both of these tickets have been closed due to inactivity. Do you mind if I log a new one for you, and forward it to our advanced team? They can continue where you previously left off, this way.

@"Sharkman", have you tried reinstalling the Dropbox app on your computer, and the issue persists?

@"tightpurchaser", do you have any other devices that may still be linked to that older Dropbox account? If yes, please check their notifications to make sure the one-time code hasn’t been sent there. If that doesn’t work, we can log a ticket for you instead and send it over to this email address.

Hi @"Peter S.137", sorry to hear that. Has your external drive backup completed so far? If not, please give it some time till the process is 100% done, and then let us know if you can still see the “.dropbox_bi” folder, and if it’s the same in size. In the meantime, what I can suggest as a workaround, is to use selective…

Hey @"Chris_Petersen"! Hope you’re doing well. Just a clarification; when saying you reinstalled your Dropbox app, did you perform a basic or an advanced reinstall? If you just did a basic reinstall, can you also perform an advanced one and let me know how it goes?

@"sdrolet", is it alright to log a ticket for you instead, and investigate further? We can email you here, if that's OK.

Thanks for the ticket number, @"lityum"! Did you also add no-reply@dropbox.com to your email contacts, and checked the notifications on any linked devices?

Hi @"lityum"! Did you check the spam folder of your Dropbox’s email address? Have you added no-reply@dropbox.com to your email contacts? If you have any linked devices to that account, double check their notifications, too. You may be able to find the one-time code there.

It sounds like this Dropbox account has been closed due to inactivity, then. Dropbox may delete an account, if it’s been inactive for more than a year. However, you should receive a reminder to your email address before the account gets disabled.

Awesome, @"dezormo"! Please check your email address, when you can, and reply back to my email.

@"dezormo", is it OK if we log a ticket for you, so that we can investigate this further? If yes, we can message you to this email address. Let me know.

@"Melih", if you attempt to log in to Dropbox with your old email address, are you able to access your account, or do you see a message that it's been disabled?

Hi @"k3pard03"! Are you seeing this error message as soon as http://dropbox.com/login loads, or does it appear after you’ve entered your email address and password? Besides that, can we log a ticket for you and email you here?

@"SiWeSy", from what I can see, you’ve already logged a ticket with our support team, and it’s been sent over to our specialists. Please keep checking that email thread, as our team will get back to you there. Thanks!

Hi @"bi3mw"! Can you send a screenshot of the exact icon you’re clicking at, so that we may have a visual? Besides that, are you having any issues when accessing the Dropbox website directly from your Firefox browser (without going through the desktop app first)?

Hi @"linyu311"! Please check your email address, when you can, and reply back to my email. See you there.

Hey @"FannyN". There’s a chance that Dropbox account may still be open indeed, but we can’t check this here, I’m afraid. Do you happen to have any devices that are still linked to it (via the desktop/mobile app)? If yes, I’d like you to check their notifications and see if the one-time code can be found there. Otherwise,…

@"Irfan shafiq", can you please clarify what you mean when saying that your email address is blocked? Do you mean that it’s been disabled perhaps? From what I can see in our system, you’ve logged a ticket with our support team and mentioned that the issue seems to be resolved now. Let me know if you're still having trouble…

Thanks for the ticket number! I’ve located it in our system, and I’ve also left an internal note, so that our team may contact you as soon as possible about this.

@"Paddy123", is there any chance you have any devices that are still linked to that Dropbox account (via a desktop/mobile app)? If yes, please check their notifications as the one-time code may be there. Let me know how that goes.

@"Goddess_Nyx", can you please clarify if the email address you see here is the correct one or the one with the typo? If it's the wrong one, I'd like you to follow the steps below and log a ticket with our support team; they'll check if there's another option here: Open an incognito window on your browser and make sure…

@"shoeb ikhlas", can you please clarify for me if the filepath that’s been blurred out on your screenshot shows the original location of your local Dropbox folder (before you moved it), or if it shows its filepath on your HD drive instead?

@"Paddy123", sorry to jump in here, but when saying that you’re being sent a link to reactivate your Dropbox account, do you mean that a 6-digit code is being sent to your old email address? If yes, then we can open a ticket for you instead, and forward it over here.

@"Amitkumar1", can you clarify what’s not working exactly? Are you unable to see the email Megan sent you to this email address? @"mairiclaire76", can you please send me your ticket number to have a look, as well?

Hey @"mattjames"! Is it OK if I log a ticket for you instead, so that we can look into the 1GB Passwords promotion? If yes, I can message you to this email address.

Bedankt voor je bericht op het forum, @"AvdH"! Allereerst wil ik u vragen te verifiëren of de Windows UAC-niveaus zijn ingesteld op de standaardniveaus. U kunt dit dubbel controleren met deze stappen. Verwijder vervolgens de Dropbox-app van je computer en installeer deze opnieuw (zorg er eerst voor dat er niet meer dan…

Sorry to hear this, @"james1978". Can you let me know what syncing icon you see next to these folders when trying to download them locally? Also, what’s the app version and syncing status of your Dropbox app? Is this happening even if you try to sync a really small folder to your computer?

Hi all! We've reported these mismatching emails to our Payments team, and they reviewed our processes to make sure it reaches only the correct users. So, if you ever receive a similar email (which you shouldn't), please let us know. @"mkalichman" and @"jade1230", we'd be happy to open a support ticket to help remove your…