Nancy Dropbox Community Moderator

Hi @"rdarnell"! I hope you don’t mind me jumping in. Do you remember perhaps what was the approximate size of these folders? Have you also tried to restore them via another browser on your computer? I’d like to check if you’ll keep experiencing the same behavior. Let me know, and we’ll take it from there.

Hi @"magnushammar", I hope you’re doing well. Can you please clarify a few things for me? For example, do you still have the original receipt you tried to scan the first time? What do you mean when saying that it’s not possible to scan it via the mobile app? Do you not see the option to do so anymore?

Hi @"MirandaP"! Sorry for jumping in here. Do you mind if we log a ticket for you, so that we can check this internally? Let me know if you’re OK with that.

Hey @"cwithe"! I hope you’re doing well. I’d like to thank you for all the feedback you’ve shared with us so far; it’s really helpful. Just to clarify something though, do you see any progress on the number of files that are currently syncing or does syncing appear to be stuck? If you hover over the number of files that…

Hi @"mstcl", thanks for the screenshot and sorry for jumping in. Just like @"Jay" asked, can you please clarify which country were you located in at the time you received this offer? That’ll help us check this further.

Hi Julia, I hope you don’t mind me jumping in. Do you mind sharing the app version of the Paper app you’re using on your mobile device? Also, what’s the OS version of the mobile device on which you’re having this issue? Thanks!

Thanks for checking, @"elsar"; I appreciate it. I checked our system in the meantime, and from what I can see, one of our agents opened a ticket for you and our advanced team is handling your case at the moment. Since they have more account visibility than we do over here on the forum, I’d suggest continuing with them…

Hi @"andreas781", I hope you don’t mind me jumping in, too. If you try to move these “suspicious” files out of the local Dropbox folder, does your Dropbox app still get stuck at indexing, or does this seem to resolve the issue?

Thanks for that, @"donbraffitt"! Is it alright if I email you directly to the email address that appears linked to your Community profile here? I’d like to have a look into your account, if that’s OK.

Hi @"elsar", and sorry for jumping in. In case you haven’t done so already, can you please go to your All files page and calculate the size of any files/folders that may be located there? What’s the size of the largest file/folder that you see?

Hi Hanif, I hope you don’t mind if I jump in here, too. Can you let me know what type of screenshots do you need? Is there a part of the Help Center instructions you’d like us to further explain?

Thanks for the screenshots, @"Jillwb"; they really help. Is this the first time you’re experiencing this behavior on the mobile app? Also, if I get this right, this is happening with files that have been automatically added to Dropbox via camera uploads, correct? If you try to manually upload one of your files to the…

I’m glad to hear this seems to have solved the issue, @"RogueXLR"! If you’d like to check more info on this, please take a look at this Help Center article, as well. Hope this helps.

I’ve just logged you a ticket @"azzzimut", so please reply back to it, and we’ll check this further. Hi @"procopcfc"! Did you also check your linked to Dropbox email address (including your spam folder) and there’s no sign of the promotion?

Hi @"TraceyW", and welcome aboard the forum! If there are recurring charges, it means that there’s a paid subscription. If you log in to your Dropbox account and you see that you’re on a Basic plan, then it’s quite possible that there’s another paid account linked to a different email address. Can you please clarify if the…

Hi @"jujumui" and @"TheSorryGuy", I’m sorry to hear you’re having this issue. Have both of you tried an incognito window, as well? Do you keep experiencing the same behavior? Let me know, and we’ll take it from there.

Hi @"azzzimut"! Can we send you an email to the email address that’s tied to your forum profile here? We’ll be able to see more details, this way.

Hey @"FibiiMedia"! What I’d recommend is to post an idea about this, so that it can be voted by any user who needs this. This way, our team can also monitor your idea and see if it could be applied in the future.

Hi @"donbraffitt", hope you’re doing well. Can you please send me a screenshot of the error message that you keep getting? Also, what’s the exact app version of your Dropbox app?

Hi @"UzairH", let’s check this together. Can you please walk me through the exact steps that you took in order to restore your Dropbox files? Did you receive any kind of error during the process perhaps?

Hi @"LRoche", I’m sorry to hear about this. In order for our support agent to keep looking into your case, I’d strongly suggest replying back to them in the same email thread. Since they have more account visibility than we do on the forum, they’ll be able to further help. We've also left them an internal note, so that…

Hi @"dlwoaud1", I hope you’re doing well. I’ve just logged a ticket and sent it over to the email address that’s linked to your Community profile here. Please reply back to me, when possible. In general, please avoid posting your email address here, since anyone will be able to see it and it’s also against our Community…

Hey @"StephanBerlin", thanks for bringing this to our attention. Just to clarify, have you already tried reproducing this via different browsers/incognito mode? Let me know, and we’ll take it from there.

Hi @"MarkofLA", I’m sorry to hear you’re having this issue. Do you mind sending over a screenshot of what you see exactly on your end, when trying to open one of your PDF files? Also, what’s the current app version of your Dropbox app (the one that’s on macOS Ventura)?

Hi @"yokupoku", thanks for posting this here. If you haven’t done so already, can you please add no-reply@dropbox.com to your email contacts and attempt to sign in to your Dropbox account once more? Let me know if this resolves the issue.

Hi @"Antonio Segurado", sorry for jumping in. I checked your ticket and I can see that the issue was that you didn’t reply back from the email address that’s linked to your Community profile here; this has nothing to do with the discount email you received. Your case has now been forwarded to our advanced team.

Hi from me as well, @"RogueXLR"! Please keep in mind that the Dropbox app’s performance may decline if it tries to sync more than 300k files. What I’d like you to try, in case you have any large folders you don’t need to be synced locally, is to use selective sync and remove them from the desktop app, so that they only…

Hi @"Mace68", sorry for jumping in to this thread. Is it OK if we open a ticket for you? That’ll help us investigate this further. Let me know.

Hi everyone, I hope you’re all doing great! @"ColombianJoker" (and anyone else who’s still facing the same issue), can you please let me know so that we can open a ticket for you and investigate this further by looking into your Dropbox account?

Hi @"jw1313", I’m sorry to hear this. From what I can see, @"Walter" offered to open you a ticket, but you didn’t confirm after that point. If you still want us to look into this though, we can most definitely open a ticket for you now and investigate further. Let me know if you’d like that.