Nancy Dropbox Community Moderator

Sorry for jumping in, @"neamtuumarius". Is it possible that you have another Dropbox account (linked to a different email address) that has been upgraded instead?

Thanks for posting here, @"5R"! Just to make sure we’re on the same page, are you seeing an inaccurate sign-in/activity log for both your web sessions and your desktop/mobile apps? Or do you notice this behavior only regarding your web browsers? Let me know, and we’ll take it from there.

Hi from me as well, @"Dormody"! Can you clarify whether, upon accessing this link via www.dropbox.com, you’re signed in to your Dropbox account? If so, can you please sign out and open one of your shared links once more? I’d like to see if that’ll make a difference.

Thanks for posting on the Community, @"Lyopon"! Is it possible that you have a second Dropbox account for which you were billed? If you check your bank statement, do you see a 12-digit transaction ID linked to these charges? If yes, please insert this here to check if you have another Dropbox account. Let me know how this…

Hey @"Baja David", I’m sorry to hear the issue persists. Can you please go to this page, and send me a screenshot of what you see?

@"Mika2", if you’ve checked all the previous suggestions, we can open a ticket for you too, and look into this. Please let me know if you have direct access to the email address that’s linked to your forum profile here and we can get things started. @"ElectricWhelk", it looks like computer backup was enabled at some point…

Hey @"Miguelito67"! I just opened a ticket for you. When you have some free time, please reply back to me and we’ll check this further.

Thanks for clarifying that, @"Gverm92", and sorry for jumping in. Have you perhaps opened a ticket about this with our support team, so that they can investigate this further? If so, feel free to send us your ticket number here.

Hey @"vashtar0"! You can check all official Dropbox domains here; em-s.dropbox.com is one of the domains Dropbox is using, indeed.

Hi again, @"dodisnake". Please kindly note that we can’t reply to your support ticket. If you open another browser on your computer, and go to this page, are you able to access it from there?

Hi Paul! I hope you’re doing well. The 2GB of space you see on your first screenshot is the default storage provided by Dropbox for Basic users. In order to see the actual space allocated to your Dropbox account, you’ll need to visit your Plan page (as shown on your second screenshot). So, it looks like you still have a…

Hi @"jfm000" and @"acej". Can you let me know for how long has your Dropbox app been indexing files? Also, what’s its current app version?

Hi from me as well, @"UnhappyClient"! I can see that the files on your screenshot are .gif files. Is it possible that they’re more than 100 MB or 50 megapixels each? Have you tried to re-download a few of them to your computer and they still appear corrupted?

@"Jon58", can you let me know what’s the current web browser you’re using? @"Carygarrison", I’m sorry to hear about this. As a first step, can you please provide the ticket number from your convo with our support? Are you being billed directly from Dropbox or the App Store/Play Store?

Thanks for clarifying! Now, it sounds like your Dropbox app is currently on the beta app version (321.1.4). Can you please follow these steps to opt out of early releases on your device, and then install the latest stable app version of Dropbox? I’d like to see if you’ll notice any difference there.

Welcome aboard the forum, @"andrew222651"! Did you notice this behavior after an update on your device? What’s the app version that your Dropbox app’s running at the moment? Keep me posted for any updates.

It was my pleasure, @"Danny18"!

Sorry to jump in, @"toonafish3D". Can you let me know what’s the app version of your Dropbox app? Also, I’d like you to open a different browser on your computer, and let me know if you can access your web account from there. Let me know when you have more updates!

Hi @"opositif", and thanks for posting here. Can you please have a look at this Help Center article, and let me know if these steps seem to help? Keep me posted for any updates.

Hi @"vickychann5"! Can you please send a screenshot of what you see on this page and this page?

I’m really happy to hear the issue’s resolved, Emad! Thanks for sharing the steps you took to resolve this, as well. If you need something else, we’ll be around the Community. Take care!

@"kizza89", is it OK if we open a ticket for you, so that we can check this further?

Thanks for your suggestion, @"Enc". Just a clarification; do you receive the 2FA code via SMS/Authenticator app, even if you add a security key as a 2FA method? Let me know, and we'll take it from there.

@"Seanmic808", can you please send me the OS version of your mobile device, as well as the app version of your Dropbox app? @"Eddie_Boon", I’d like you to send me the ticket number from your convo with our support team, and I’ll be glad to have a look. Thanks! 

@"Springproind", is it OK if we log a ticket for you instead, in order to investigate this more closely? @"rajkamdar", can you please send over a few more details on your issue, as well? What’s your current plan? Are you trying to upgrade your Dropbox account and you encounter an error, or is your existing plan unable to…

I hope it’s alright if I jump in, Emad! Do you mind if we open a ticket for you instead, so that we can check this further?

Thanks for the screenshot! You can check which email address is linked to your desktop app with these steps. If the email address you see there is different to this one, you can sign out and back in to the app with the correct account/email address like this.

Hi again, @"cacobina"! I just opened a ticket for you, so please reply back to it, when you get the chance. Cheers.

Hi @"bronius"! Thanks for posting on this thread. Can you let me know a bit more about your billing issue, so that I can try to guide you from there? Did you receive some unidentified charges from Dropbox via PayPal and you’d like to make sure you’re no longer billed?

Can you send me a screenshot of what you see when accessing your local Dropbox folder, @"Danny18"? Is the storage space you mention the same as the one reported here?