Nancy Dropbox Community Moderator

Hi @"nicwg", and sorry for jumping in. If you’re using a device with an older OS, which may no longer be supported, then you’d need to update the OS of the computer to a newer one, so that it’s possible to install the latest Dropbox app versions. Dropbox releases new versions regularly, which include improvements to the…

Hi from me as well, @"Garryx"! The “PC” folder that you mention should contain your backed up folders. Is it possible that “Akai” was the name of your previous device that had been backed up?

Thanks for clarifying, @"AIngram"! The team member that you mention, are they able to see the folder both on the website and the desktop app? Also, has this folder been shared with other team members? I’d like to check if this is affecting other users as well, so that we can isolate this further.

Hi @"fenulagg"! I hope you’re doing well. Do you mind if we open a ticket for you instead, so that we can investigate this further?

Hi @"Danimach", hope it’s OK to jump in. I was about to open a ticket for you, but I can see that you’re already in touch with our advanced team via email. Can you please reply back to them, as well? I’ve also left them an internal message with your convo here.

Hi @"foxglove_1"! Hope you don’t mind me jump in. I just opened a ticket for you. Please reply back to it, when possible, and we’ll take it from there.

Yes, exactly! If there are any files backed up to Dropbox, they should appear on your Backups page here.

Hi @"bartb", I hope you’re doing well. Can you send me a screenshot of what you see exactly on your Dropbox app? Have you tried to connect to a different WiFi network, if possible, and the same issue persists?

Hi @"sarah2023"! I hope you’re doing well. Can you please clarify what’s the exact OS version of your iOS device?

Hi @"Josephine9"! Hope it’s OK to jump in. Since StyleNote Pro is a different app, we can’t really provide support for it, I’m afraid. Is it possible to reach out to their support team perhaps, so that they can further assist and make sure your data is safe?

Hi from me as well, @"jdestin4". Please note that an email address can only be linked to one Dropbox account. Is it possible that you joined a Business team with your Dropbox account instead? If yes, are you still part of that Business team or have you been removed from it?

Hi @"sarah copland", I hope you don’t mind me jumping in and I’m sorry for your loss. Do you know the email address that was used to set up the Dropbox account in question? If you have direct access to that email address and you’re not sure what the Dropbox password is, you can try to reset it via this link. If you have…

Hi @"USMCSGT323", and sorry for jumping in here. Do you mind if we open a ticket for you, so that we can look into your Dropbox account and investigate this further?

Hey Brian, hope it’s OK to jump in. I was able to trace your ticket in our system, and I’ve left an internal message, so that our team can see you’ve reached out to us here. Besides that, what’s the current app version and syncing status of your Dropbox app?

Hi @"nataliaz"! I hope you’re doing well. As mentioned above, if you don’t see any backups when visiting the Backups page, then your files shouldn’t be backed up to Dropbox indeed. Also, what you can do as an extra test is to add a couple of files to your main computer folders (Documents/Desktop/Downloads) and then, check…

It was my pleasure, @"xuser06"!

@"mirismile", did you start having this issue after an upgrade perhaps? Also, have you tried to clear the Dropbox app’s cache, uninstall it, restart your device and then, reinstall the mobile app once again?

@"jasonyohon", if you still want to, I can log a ticket for you, so that we can investigate this further. Also, @"ThePlanner", if you wish to reach out to our support team directly, you can see all support options for your plan here.

Hi everyone! Since there’s a relevant idea about this here, please take the time to vote for it and post there, as it’s easier for our team to see your comments and gather more feedback on this. Thanks.

@"tanaka15454" さん、飛び入り失礼します。 私たちのコミュニティの日本語部分にも手を差し伸べてくれたようです。 引き続き日本語をご希望の場合は、代わりにこちらに投稿することをお勧めします。日本語を話す同僚がお手伝いします。 また、スクリーンショットに何が表示されているかを正確に理解することもできます。 それ以外では、Dropbox アプリでバックアップが実際に無効になっているようです。そのため、同期エラーの原因となったフォルダーを Dropbox の外に移動してみてください。 これは、同期プロセスに役立つ場合があります。 --------------------------- Sorry for jumping in,…

Hi @"kingfisher41", I hope it’s OK if I jump in, too. Is it possible to temporarily disable the antivirus programs you have on your computer and try to open the local Dropbox folder once again? Are you still having the same issue?

Hey Jonny, sorry for jumping in. If other users have shared files/folders with you, they’ll also take up space from your Dropbox account, like any other personal file would. If you go to your All files page, do you see any shared folders there perhaps? They should have two people showing on the folder icon.

Thanks for checking, @"mnabilnuryassin". Do you happen to have any other Dropbox accounts linked to a different email address?

I totally understand. From what I can see on my end, you still have an open ticket regarding this, so can you please check your email address once again and try to reply back to our support agent? Please let me know when you’ve done so, so that I can also leave them an internal message with our convo.

Hey @"MENTZC" and @"jmg2"; I’m sorry to hear you’re having the same issue. Did you check your Security page to make sure there are no unknown devices/browsers linked to your Dropbox account? Also, is it possible to upload a screenshot of the email you received, so that I can have a look? Just make sure there’s no personal…

Thanks for sharing your ticket number, @"minpi"! I’ve left an internal note to our team, so that they may get back to you as soon as possible.

Hi @"phantom_tim"; I hope you don’t mind me jump in. At the moment, it’s only possible to use computer backup for the specific folders you mentioned (Desktop, Downloads and Documents). However, if you have an external hard drive, you can also back it up to Dropbox. For more details on both, you can check this link. I hope…

Thanks for giving that a go, @"jmcgraw1409"! Have you also tried connecting to a different WiFi network, by any chance? I’d like to check if the issue will persist then. @"BeccaMay", can you please also provide the app version of your Dropbox app, as well as your device’s OS version?

Hi from me as well, @"simbashen"! When checking the email you received from Dropbox, is it the same as the one you see here?

Hey @"mnabilnuryassin"! Did you also check your bank statement and the transaction seems to be complete there? Is it still in a pending state perhaps? Do you have another Play Store account, by any chance, from which you upgraded your Dropbox account?